Hilton is registered with the Care Quality Commission (CQC). This is the government body that regulates social care providers to ensure that they are providing safe and high-quality services. CQC carries out inspections and from these inspections gives a quality rating to each provider.
(CQC was previously known as the Commission for Social Care Inspection, or CSCI.)
CQC – inspection of Hilton Care in February 2008
- CQC’s latest rating of Hilton Care shows that we provide a ‘two star good service’. This independent assessment of our services clearly shows that the Tenants are receiving high-quality support
- In particular, for Standard 9 – ‘Service Users are assisted to make their own decisions and control their own lives and are supported in maintaining their independence’ (see page 19 of the CQC report elsewhere in our website) - you will see that Hilton exceeds this standard. We believe this aspect of the support we provide is crucial in demonstrating how people’s lives have changed since we have been supporting them.
Service User Satisfaction survey:
- Our 2009 'Service User Satisfaction Survey’ was carried out by writing to all our Tenants, their families and their advocates to ask what they each thought of the quality of the services we provide. The feedback that we received showed:
- That the vast majority of the respondents rated our services as excellent, very good or good.
- That the Tenants are receiving the care and support they need and expect.
- That the staff are caring, skilled and committed to providing a good service.
- That we respond quickly and effectively if things go wrong (as they sometimes do!)
Complaints
Hilton has a Complaints Policy that allows any user of our services (or those within their support network) to raise concerns. Such concerns will always be fully investigated and you will be kep informed at each stage of what is happening. We will provide as much support as you need (either directly or through others) to enable you to pursue your complaint or concerns. A copy of the Complaints Policy can be found in each of the services that we operate.
