Hilton Home Care – West Sussex

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture.

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

This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred care.

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

Leaders promoted a clear direction focused on delivering safe, person‑centred domiciliary care. Staff understood the service’s values and how these applied to their day‑to‑day work in people’s homes. There was a culture of respect, openness and continuous improvement.

Staff told us they felt part of a team despite working independently in the community. Management communication and regular contact helped reinforce shared expectations and standards.

From previous assessments

Leaders understood the challenges of delivering care across multiple locations and supporting lone workers. They were visible and approachable and provided guidance when staff needed support. Leadership behaviours reflected compassion and respect, promoting a positive working environment.

Staff described managers as supportive and knowledgeable about people’s needs and the realities of homecare delivery.

One staff member told us, “You can ring the office if you’re unsure and they’ll support you.”

From previous assessments

The provider fostered a culture where staff felt able to raise concerns and speak up. Staff understood whistleblowing procedures and felt confident concerns would be listened to and acted upon. This supported safe practice and accountability.

People and relatives also felt able to raise concerns and trusted the service to respond appropriately.

From previous assessments

The provider promoted equality and inclusion within the workforce. Policies and practices supported fair treatment and respect for diversity. Staff felt valued and supported regardless of their background.

This helped create a stable workforce capable of delivering consistent care.

From previous assessments

The provider had governance systems to monitor quality, safety and performance across the service. Information from audits, reviews, incidents and feedback was used to identify themes and drive improvement. Leaders maintained oversight of care delivery and staffing arrangements.

Governance processes supported sustainability and helped ensure the service continued to meet people’s needs safely and effectively.

From previous assessments

The provider worked with external partners, including health and social care professionals, to support people’s care. Information sharing supported timely responses to concerns and promoted continuity. This partnership working helped people remain supported in their own homes.

From previous assessments

Leaders encouraged learning and reflection across the service. The provider used feedback and monitoring to improve care delivery. Staff were supported to reflect on practice and develop their skills.

This demonstrated a commitment to ongoing improvement within the service.