Hilton Home Care – West Sussex

On this page

• Overview
• Learning culture
• Safe systems, pathways and transitions
• Safeguarding
• Involving people to manage risks
• Safe environments
• Safe and effective staffing
• Infection prevention and control
• Medicines optimisation

Safe – this means we looked for evidence that people were protected from abuse and avoidable harm.

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

This meant people were safe and protected from avoidable harm.

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 had a positive and proactive learning culture that promoted safety, openness and accountability. Staff understood the importance of reporting incidents, accidents and near misses and felt confident to raise concerns. The management team reviewed safety information to identify learning and to reduce the likelihood of incidents happening again. This supported continuous improvement and helped ensure people were protected from avoidable harm.

Staff described clear processes for learning from incidents and said actions were shared to improve practice. For example, learning from falls or missed visits was used to review risk management and staffing arrangements. This demonstrated a service that valued transparency and learning rather than blame.

One staff member told us, “If something goes wrong, we’re encouraged to report it straight away so it can be looked at and improved.”

From previous assessments

The provider worked with people, relatives and relevant professionals to establish and maintain safe systems of care. Assessments were completed before care started to ensure people’s needs could be met safely. Information was shared to support continuity when people joined the service or experienced changes to their care needs.

Care plans and systems supported consistency of care delivery, including when different staff supported people. Where people required support from health professionals, staff knew how to escalate concerns promptly and appropriately. These arrangements reduced the risk of gaps in care and ensured people experienced safe and coordinated support.

One relative said, “They keep us informed and make sure everyone knows what’s needed when care changes.”

From previous assessments

Staff understood safeguarding processes and their responsibility to protect people from abuse and neglect. They were able to describe signs of abuse and knew how to report concerns internally and to external safeguarding agencies. The provider shared safeguarding concerns appropriately, supporting timely and effective intervention.

Safeguarding training, policies and supervision helped ensure staff practice remained safe and up to date. Leaders maintained oversight of safeguarding concerns and followed them through to ensure appropriate outcomes. This meant people received care from staff who understood their rights to live free from harm and abuse.

One staff member told us, “We’re clear about what to do if we’re worried about someone – it’s taken seriously.”

From previous assessments

People were involved in assessing and managing risks associated with their care. Risk assessments considered people’s health conditions, mobility and home environments and were used to guide staff practice. This helped ensure care was delivered safely while still promoting independence.

Staff understood how to adapt care when risks changed and worked with people to balance safety with choice and control. Where necessary, additional support or professional input was sought to manage risks safely. This approach supported people to remain as independent as possible without increasing the risk of harm.

One person told us, “They explain things to me and help me stay safe without taking over.”

From previous assessments

Staff identified and responded to environmental risks in people’s homes. They checked for hazards during visits and took action to reduce risks where possible. Equipment used to support people was suitable and staff knew how to use it safely.

Where risks were outside the provider’s immediate control, staff escalated concerns to managers or external professionals. This helped ensure risks were addressed promptly and people remained safe in their own homes.

From previous assessments

The provider ensured there were enough staff with the right skills and experience to meet people’s needs safely. Recruitment processes, induction and ongoing training supported staff to work confidently and competently. Staff received supervision and felt supported to raise concerns or ask for guidance.

Effective staffing arrangements supported safe and reliable care visits. People told us staff arrived on time and stayed for the agreed duration of visits, reducing anxiety and risk.

One person said, “They’re reliable – I know who’s coming and when.”

From previous assessments

The provider assessed and managed the risk of infection. Staff followed infection prevention and control practices and had access to guidance and equipment needed to support safe care. Where concerns were identified, these were managed appropriately to reduce the risk of infection.

From previous assessments

Where staff supported people with medicines, they did so in line with care plans, training and guidance. Systems supported safe administration, recording and escalation of concerns. Staff involved people in medicines support and respected their preferences where possible.