Hilton House

Hilton Road, Hartshill, Stoke-on-Trent ST4 6QZ
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9.6 44 Reviews
  • Hilton House, Stoke-on-Trent
Hilton House Care Home is a modern, spacious and inviting residential care home in Stoke on Trent. Having recently undergone a huge refurbishment, Hilton House now boasts 51 rooms (including 4 double bedrooms), large, welcoming communal areas, and 1.1 acres of accessible gardens.

At all times, the team at Hilton House care home goes to great lengths to promote the comfort, safety and wellbeing of their residents. From impeccable standards of care to regular engagement with the wider community, person-centred care that respects the rights, choices, dignity, privacy and independence of residents is always at the heart of their work.

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Care Provided by Hilton House

  • Primary Care Categories
  • Dementia
  • No Medical Intervention
  • Older Person Care
  • Physical Disability
  • Respite Care
  • Sensory Impairment
  • Care Types Provided
  • Dementia Residential Care
  • Residential Care
  • For a maximum of 55 Service Users
  • Privately Owned
  • Care Offered
  • Alzheimer's
  • Hearing Impairment
  • Orthopaedic
  • Parkinson's Disease
  • Speech Impairment
  • Visual Impairment
  • Other Care Provided
  • Convalescent Care
  • End of Life Care
  • Own GP if required
  • Palliative Care
  • Physiotherapy

Good to Know

  • Person in charge
  • Caroline Jones (General Manager)
  • Admission Criteria
    • Subject to assessment
    • Ages 65+
  • Room Information
    • Single Rooms (47)
    • Couples/Companion Rooms (4)
    • Single Rooms with ensuite Wet Room (15)
    • Couples/Companion Rooms with ensuite Wet Room (4)
  • Care Home Design/Build
    • Purpose Built: Yes
    • Last Refurbishment: 2018
    • Number of floors: 1

Funding & Fees Guide for Hilton House

  • Funding Types Accepted
  • Self funding (Private)
  • Local Authority with Top-Up
  • Local Authority
  • NHS Continuing Healthcare (CHC) Funding
  • Weekly Charges per Person
    • Self-Funded Residential Care from £980
    • Self-Funded Residential Dementia Care from £980
    • RESPITE Self-Funded Residential Care from £980
    • RESPITE Self-Funded Residential Dementia Care from £980

  • Fees are subject to assessment
  • (these prices are only a guideline, please contact Hilton House to find out the exact price for your requirements)

Facilities

  • Bar/Café
  • Close to Local shops
  • Gardens
  • Lift
  • Minibus or other transport
  • Near Public Transport
  • Own Furniture if required
  • Pet Friendly (or by arrangement)
  • Phone Point in own room
  • Residents Internet Access
  • Residents Kitchenette
  • Smoking not permitted
  • Television point in own room
  • Wheelchair Access
  • Visiting

  • Visitors welcome to tour the home or visit loved ones


  • Parking

  • Plenty of parking available on site, please press the buzzer for the gates to open.


Hilton House Reviews (44)

Total of 44, showing 21-40
9.6

Hilton House has a Review Score of 9.6 (9.595) out of 10, based on 17 reviews in the last 2 years. Over all time Hilton House has 44 reviews.

Overall Experience

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Date Published

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Review from Michael H (Son of Resident) published on 29 November 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Hilton House is caring for my mum. The care has been excellent. Mum is sometimes confused, but is a gentle soul. The carers are always around and treat her with kindness at all times. Has mobility problems and wheelchairs often help. Thank you for all you are doing.

Reply from Stephanie Sheer, General Manager at Hilton House

Thank you so much for your kind review. I will share your comments with my team who think it is a pleasure to care for your mum


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Review from Derek S (Husband of Resident) published on 29 November 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My wife is extremely happy here at Hilton House Care Home. The manager and staff are very friendly and considerate, they are always ready to listen and go beyond their duties to make sure residents are cared for and safe.

Reply from Stephanie Sheer, General Manager at Hilton House

Thank you for taking the time to review our home, we really do appreciate your very kind words.


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Review from A T (Son of Resident) published on 8 November 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My mum is in a relaxed and caring environment and has made friends here. As a visitor on four consecutive days in October 2022. I was made to feel very welcome, viewing the lounge and the activities taking place there. I also spent time in my mum's room which is very clean and comfortable with her own
toilet. I'm also delighted that my mum has had the opportunity to go out on trips.

Reply from Stephanie Sheer, General Manager at Hilton House

Thank you so much for this kind review, we really appreciate you taking the time to do this for us.


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Review from D H (Sister-in-law of Resident) published on 28 October 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Such lovely caring staff, so helpful. Nothing is too much trouble for them. A very friendly atmosphere. They put on lots of events, the residents all love it. My sister in law is very happy here. Her husband feels more relaxed knowing she is being looked after so well. A big thank you to staff and management.

Reply from Stephanie Sheer, General Manager at Hilton House

Thank you so much for this lovely review, my team will be delighted. We really appreciate your time to do this for us.


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Review from Jill E (Daughter of Resident) published on 18 October 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Mum is happy, safe and well cared for which is everything to me. Just like home from home but with 24 hour care.
At Hilton House all staff are a team, so lovely and caring to my mum and all the other residents.
Staff in this team all work so well together like a well oiled machine.
Thank you to
you all.

Reply from Stephanie Sheer, General Manager at Hilton House

Thank you for this lovely, we really do appreciate your kind comments


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Review from Milena D (Daughter of Resident) published on 8 September 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Any problems dealt with and most important Mum very happy and enjoys the food.

Reply from Stephanie Sheer, General Manager at Hilton House

Thank you for taking the time to review our home, it is really appreciated.


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Review from Joanne W (Great-Niece of Resident) published on 27 June 2022
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

We had to drop my aunt off at the front door of Hilton House in May 2020 during the height of the pandemic. We were distraught to say the least. But I am happy to say she is thriving, she has gained weight had no more falls and is interacting well. She has been out on day trips, and we are now enjoying
the freedom of the new visiting rules. My aunt has nothing but praise for the staff that care for her and as a family we feel she is in safe hands.

Reply from Stephanie Sheer, General Manager at Hilton House

Thank you for this kind review, I will share with my team.


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Review from Sheila N (Daughter of Resident) published on 23 May 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

My mother has only recently moved into Hilton House. She is 104 was treated very well from day one. She herself says how good the care and staff are, and also, although a fussy eater says the food is good and she has a choice of menu. She was reluctant to go into a home but has settled well.

Reply from Stephanie Sheer, General Manager at Hilton House

Thank you so much for this kind review, I really appreciate it and will share with my team.


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Review from Pauline L (Wife of Resident) published on 13 May 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Overall my husband had a lovely week, liked all the staff. Nurses meals, he said he would go there again, rooms very comfortable.

Reply from Stephanie Sheer, General Manager at Hilton House

Thank you so much for this very kind review we really appreciate it, I will share it with my team who will be delighted.


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Review from Michael T (Son of Resident) published on 22 April 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My Mother entered Hilton House in March 2022. The staff made the application process and transfer very simple. They communicated clearly, especially since I live outside the UK. The facilities are well maintained and security is very effectively handled. So far, the staff have made a difficult situation
as easy as they could for us and my Mother. Visiting was straightforward and well managed. We appreciate all they’ve done. Not a huge negative but they changed the general manager without advising us, though we were quickly brought up to speed on the change.

Reply from Stephanie Sheer, General Manager at Hilton House

Thank you so much for this lovely review, I am so sorry that you were missed off of the communication in respect of the change of General Manager.


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Review from Wendy W (Daughter of Resident) published on 9 March 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Very pleased with Mum's care staff always willing to help and very caring.

Reply from Caron Ratcliffe, General Manager at Hilton House

Thank you so much for taking the time to write a review, I really appreciate it.


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Review from Julie L (Daughter of Resident) published on 10 January 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My dad went into Hilton House at the end of September 2021. They have been amazing with him and always make us feel very welcome when visiting. Nothing is too much trouble for the staff. We know we can ring whenever to see how he is.

Reply from Caron Ratcliffe, General Manager at Hilton House

Thank you so much for this lovely review. I really appreciate it and I will share it with my team, who will be delighted.


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Review from Paul G (Son of Resident) published on 9 December 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I have found all staff very helpful and would recommend to anyone seeking care for themselves or a loved one.

Reply from Caron Ratcliffe, General Manager at Hilton House

Thank you so much for this lovely review, I really appreciate it and I will share with my team who will be delighted


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Review from Peter J (Resident) published on 7 June 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

To anyone who is looking for a care home, Hilton House is the best. I can't find anything wrong, the facilities are excellent, the staff are lovely and the food is excellent. I would recommend Hilton House to the Queen.

Reply from Emma Rodger, General Manager at Hilton House

Thank you so much, the team will be delighted to read your kind words.


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Review from Julie D (Granddaughter of Resident) published on 18 May 2021
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

My nan is at Hilton and my mum says the difference in Nan’s health since being there is amazing. Nothing is too much trouble, the staff are always so helpful and the management team keep us updated with any changes. Mum says the home is lively and she hears fun and laughter with staff and residents
on her visits. Can wait for the restrictions to lift to see my Nan, but know she’s in good hands. Thank you Hilton House.

Reply from Emma Rodgers, General Manager at Hilton House

Thank you so much for those kind words Julie, I will pass them on to the team who will be delighted.


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Review from Peter H (Son of Resident) published on 13 April 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Good clean home, friendly staff, safe environment. The staff become more friends than staff. Regular updates without being prompted, always available for support and advice.

Reply from Michelle Oliphant, Regional Support Manager at Hilton House

Thank you so much for such kind words, I will share with the team who will be delighted


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Review from Phillip W (Nephew of Resident) published on 7 April 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

From the first meeting, the staff been most helpful, caring and considerate of Aunt's needs. She has been made welcome and settled very quickly with everyone's help. She is happy and content, and we thank everyone for their help and support. A special effort was made to ensure she has the best 95th
birthday possible, and we are so grateful, especially in these difficult times. We would highly recommend Hilton House. Thank you to everyone.

Reply from Michelle Oliphant, Regional Support Manager at Hilton House

Thank you so much for those very kind words, I will share with the team who will be delighted


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Review from April S (Granddaughter of Resident) published on 11 February 2021
Submitted via Website • Report

Overall Experience  Overall Experience 2.0 out of 5

I would like to state firstly, it is nice to see some people have been happy with the care Hilton House have provided, but sadly this is not the case for my own family. The care was just not there for both my grandparents and now they have sadly passed away. I could go into many details about but this
as it is still being investigated. So in short, would I recommend Hilton House? No.

Reply from Jackie Campbell, Regional Manager at Hilton House

Thank you for taking the time to write your review, I am really sorry that you feel that your grandparents did not have the positive experience that you rightly point out that others have recorded in their reviews. We will continue to participate with the ongoing investigation. Once again we are really sorry that you feel the experience did not meet your expectations.


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Review from S A (Daughter of Resident) published on 31 December 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Mum was at Hilton House for a number of years before her death on the 1st of October. I'm so happy to of known all the staff who have always been so very kind and supportive. Mum was very happy there.

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Review from I C (Sister of Resident) published on 16 December 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

The management and staff are always very helpful with any enquiry or questions you have. Always greeted with a smile and willing to help. The approach to the pandemic, keeping our loved ones safe has been exemplary, thank you. Under very difficult circumstances, they have managed to keep everything
going, keeping us updated with the photos and videos on FaceBook. Well done!

Reply from Jane Mansell, Home Manager at Hilton House

Thank you so much for your kind words, it's lovely to receive such nice feedback, I will be sure to share them with my team.


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Current Review Score: 9.6 (9.595)

Overview of Review Score

The Review Score of 9.6 (9.595) out of 10 for Hilton House is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.6 out of 5 from 17 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 16 positive Reviews in the last 24 months.

Detailed Breakdown of Review Score

The maximum Review Score for a Care Home is 10, which is made up from the Average Rating of Reviews (maximum of 5 points) and the Number of Reviews (maximum of 5 points) in the last 24 months:

  • a) 5 Points are available for the Average Rating from all Reviews in the last 24 months.

    The Average Rating of 4.595 for Hilton House is calculated as follows: ( (130 Excellents x 5) + (62 Goods x 4) + (6 Satisfactorys x 3) + (1 Poors x 2) + (1 Very Poors x 1) ) ÷ 200 Ratings = 4.595

  • b) 5 Points are available for the number of Positive Reviews in the last 24 months. A Positive Review is defined as any Review with an 'Overall Experience' of '4' or '5' (out of a max rating '5').

    The 5 Points relating to the number of positive Reviews for Hilton House is based on 16 positive Reviews in the last 24 months and is calculated as per below:

    The 5 points available are broken down as follows:

    • i) 4 points are available for the first 10 Positive Reviews in the last 24 months; 3 points for the first Positive Review, and then 0.125 Points for each of the next four Positive Reviews and then 0.1 Points for the next five Positive Reviews. (1st = 3.000, 2nd = 0.125, 3rd = 0.125, 4th = 0.125, 5th = 0.125, 6th = 0.100, 7th = 0.100, 8th = 0.100, 9th = 0.100, 10th = 0.100) 3 + 0.125 + 0.125 + 0.125 + 0.125 + 0.1 + 0.1 + 0.1 + 0.1 + 0.1 = 4

    • ii) 1 point is available for the number of Positive Reviews reaching 20% of the registered maximum number of service users in the last 24 months. If this number is partially reached, then that proportion of 1 point is given. eg a Care Home registered for a maximum of 50 service users has to reach 10 Positive Reviews to receive 1 point, if it has 7 reviews it will receive 0.7 points. 20% of the 55 registered maximum number of service users is 11, which has been reached with 16 Positive reviews. Points = 1

  • When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.

  • If a Care Home does not have a review in the last 24 months, then it will not have a Review Score.

Performance

Care Quality Commission (CQC) Rating

Date: 8 Jan 2022

Overall
Requires improvement

  • Caring

    Good

  • Effective

    Good

  • Responsive

    Good

  • Safe

    Requires improvement

  • Well-led

    Requires improvement

Care Quality Commission is responsible for the registration and inspection of social care services in England.

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Awards / Recognitions (2)

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