Hilton Home Care – West Sussex

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

This is the first assessment for this newly registered service. This key question has been rated Good.

This meant people’s needs were met through good organisation and delivery.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

From previous assessments

The provider made sure people received care that was tailored to their individual needs and circumstances. Care planning focused on what mattered to people, including their routines, preferences and personal goals. Care plans were used during visits to guide staff practice and help ensure consistency of care, even where people were supported by different care workers.

Staff understood the importance of adapting support to people’s changing needs in a domiciliary setting. Where people’s health, mobility or personal circumstances changed, care was reviewed and adjusted. This helped ensure care remained appropriate and responsive while enabling people to remain in their own homes.

One person told us, “They know how I like things done and adjust if I’m having a bad day.”

From previous assessments

The provider understood the importance of continuity of care in a home care service. Wherever possible, people were supported by familiar staff, which helped build trusted relationships and supported safe, personalised care. Systems were in place to share information between staff and the office team so changes to schedules or care needs were communicated promptly.

The provider worked with health and social care professionals when required to support integrated care. Staff understood when to escalate concerns and worked with others to ensure people’s needs were met. This helped reduce delays in responding to changes and supported joined‑up care delivery.

One relative said, “They let us know what’s happening and work with other professionals if something changes.”

From previous assessments

People received information about their care in a way they could understand. Care records were kept up to date and reflected current needs. Staff explained care tasks during visits and took time to answer questions. This supported transparency and helped people feel informed and involved in their care.

Where appropriate, relatives were involved in communication with people’s consent. Information sharing supported confidence in the service and continuity of care.

From previous assessments

The provider encouraged people and relatives to share feedback about the service. People knew how to raise concerns or make complaints and felt confident these would be taken seriously. The provider responded appropriately and used feedback to improve care delivery.

Staff told us managers listened to feedback and involved people in decisions about changes to care. This demonstrated a responsive approach where people’s views contributed to how the service developed.

One relative told us, “When we raised something, it was dealt with quickly and respectfully.”

From previous assessments

People were able to access care when they needed it. The provider planned visit schedules to minimise missed or late calls and had arrangements to respond when issues arose. Where people required adjustments to receive care, the provider worked to remove barriers and support access.

This ensured people experienced reliable care delivery in line with agreed arrangements.

From previous assessments

The provider considered people’s protected characteristics when planning and delivering care. Care plans reflected individual needs related to culture, communication and health conditions. Staff understood how to deliver care in a respectful and inclusive way.

This supported consistent experiences and outcomes for people using the service.

From previous assessments

People were supported to plan for changes in their care needs. Care planning included consideration of longer‑term needs where appropriate. Staff understood when to involve other professionals to support future planning.

This helped ensure people could continue receiving care safely and effectively in their own homes.