- Homecare service
Hylton Care
Assessment report published 1 September 2026
Contents
Ratings
Our view of the service
We carried out this assessment on 22 July 2026. This service was previously rated as good. We carried out this assessment to confirm whether the rating of good remains accurate. This report does not provide detailed information on areas where we found practice continues to meet a good standard. Instead, our findings focus on any areas where the service needs to improve or where we found exceptional practice.
We found that, where possible, people had choice and control over their lives and led their care. People were involved in planning and reviewing their care and the provider worked closely with people and relatives to provide person centred care.
Some people were unable to make choices and decisions about their care, themselves. The provider had not properly applied the Mental Capacity Act (2005) which protects people who are unable to make these decisions themselves, however, when this was raised with the provider, they promptly researched and embedded new practice into the service before our assessment concluded.
There was a consistent staff team in place, and the Registered Manager often completed shifts to maintain a rapport with people using the service, their knowledge and skills.
People’s needs were thoroughly assessed, including risks, interests and hobbies, and this information was incorporated into their care plans. Staff found care plans and other documentation useful and that it provided all the information needed to do their job to a good standard.
Staff received an induction when beginning at the service, and there was adequate training provision in place to ensure staff maintained up to date knowledge. One staff member told us, their induction, “Gave me a strong foundation to perform my role safely and effectively.”
There were systems in place to monitor incidents and accidents, and make changes to prevent recurrence, which involved people, relatives and staff ensuring a holistic approach to mitigate risk. Additionally, the provider reported incidents and accidents to external agencies, where necessary, and worked with them to resolve any concerns. However, we found they were not always notifying us when needed. Guidance was shared and we were assured that going forward, the provider would embed this into their process.
People's experience of this service
We spoke with people and relatives, and where people weren’t able to give us their feedback directly, we spent time with them and used observations to determine their feelings about their care.
Relatives and people were very happy with their care. One relative told us, “They [the provider] are the best they could ask for, and we refuse to have anyone else now.” Another relative told us, “[Person] has consistent staff, [Staff] being the main one, but we are familiar with them all and that’s exactly what [person] wanted.”
People told us they were involved with the planning and reviewing of their care. People and relatives told us that the provider is always quick to respond to a change in need, and both they and their relatives are involved in reviews. One person told us, “When [Registered Manager] comes out to review my [care] plans, I am still able to have my say. I feel listened to.”
We found that some people had made progress towards their goals and desired outcomes, since being supported by the provider. For example, one person wanted to be more independent with their mobility and found that the provider’s support enabled them to work towards this. They told us, “Both [relative] and I have seen so much improvement in this regard since being supported by [provider].”
When things go wrong, people and relatives told us that the Registered Manager always listened and took prompt action to rectify any concerns.
The Registered Manager told us, the ethos on which the provider was created, was to, “Treat people like they’re our own family.” This was reflected in the feedback we received from people and relatives. One relative told us, “The staff are an extension of our family without crossing professional boundaries. The Registered Manager is very clear about boundaries.”