Hilton Home Care – West Sussex

This was the first assessment of this domiciliary care service. The assessment was completed to assess the quality and safety of care being provided and to provide the service with its first rating.

The provider had a positive and proactive learning culture that supported safe care delivery. People were protected from avoidable harm. Risks were identified, assessed and managed, and staff understood their responsibilities in safeguarding people from abuse and neglect. Incidents and concerns were reported and reviewed, and learning was used to improve practice. Staffing arrangements ensured people received care as planned, and staff were supported through training and supervision.

People received care that was effective and met their assessed needs. Assessments were completed before care started and reviewed when people’s needs changed. Care was delivered in line with current guidance and good practice relevant to domiciliary care. Staff worked with health and social care professionals where needed, supporting good outcomes and continuity of care. People’s consent was sought appropriately, and care was delivered in a lawful and respectful way.

Care was delivered with kindness, compassion and respect. Staff understood the importance of maintaining dignity and privacy when supporting people in their own homes. People were treated as individuals, and care reflected their routines, preferences and personal circumstances. Staff supported people to maintain independence, choice and control wherever possible.

The service was responsive to people’s needs. Care arrangements were adjusted when people’s circumstances changed, and people were involved in decisions about their care. The provider listened to feedback and responded appropriately to concerns and complaints. Care delivery was well organised and accessible, supporting reliable and consistent care visits.

The service was well led. Leaders promoted a clear direction focused on person‑centred care and continuous improvement. Governance systems provided oversight of quality, risk and performance. Leaders were approachable, and staff felt supported to raise concerns, contribute to learning and deliver safe, high‑quality care in people’s homes.