Hilton House

Hilton Road, Hartshill, Stoke-on-Trent ST4 6QZ
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9.7 49 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

  • Older Person Care
  • Dementia
  • Physical Disability
  • Visual / Hearing Impairment

Length of Stay

  • Permanent Care
  • Respite Care

Care Types Provided

  • Residential Care
  • Dementia Residential Care
  • For a maximum of 55 Service Users

Dementia Care Types

  • Mild Dementia
  • Moderate Dementia

Other Care Provided

  • Parkinson's Disease
  • Palliative / End of Life Care
  • Convalescent Care

Facilities

  • Own Furniture if required
  • Pet Friendly (or by arrangement)
  • Close to Local shops
  • Near Public Transport
  • Minibus or other transport
  • Lift
  • Wheelchair Access
  • Gardens
  • Bar/Café
  • Residents Kitchenette
  • Phone Point in own room
  • Television point in own room
  • Residents Internet Access

Funding & Fees What's included?

Weekly Charges per Person

  • Self-Funded Residential Care: from £1050
  • Self-Funded Residential Dementia Care: from £1100
  • RESPITE Self-Funded Residential Care: from £1200
  • RESPITE Self-Funded Residential Dementia Care: from £1200

Fees are subject to assessment

These prices are only a guideline, please contact Hilton House to find out the exact price for your requirements.

Contact Hilton House to confirm what's included and get a personalised quote:

Funding Types Accepted

  • Self Funding (Private)
  • Local Authority with Top Up
  • Local Authority
  • NHS Continuing Healthcare (CHC)

Contact Hilton House to confirm what's included and get a personalised quote:

Good to Know

Group/Owner

Person in Charge

  • Gemma Vaughan (Manager)

Local Authority / Social Services

Admission Information

  • Mixed (no single-gender units)
  • Ages 65+

Care Home Design/Build

  • Purpose Built: Yes
  • Last Refurbishment: 2018
  • Number of floors: 1

Room Information

  • Single Rooms (47)
  • Couples/Companion Rooms (4)
  • Single Rooms with Ensuite Wet Room (15)
  • Couples/Companion Rooms with Ensuite Wet Room (4)

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 (49)

9.7

Hilton House has a Review Score of 9.7 (9.657) out of 10, based on 13 reviews in the last 2 years.
Over all time Hilton House has 49 reviews.

Overall Experience
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Date Published
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Reviewer Connection to Hilton House
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Total of 49, showing 21-40
Review from Anita W (Daughter of Resident) published on 12 July 2023 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
My beautiful Mum was accepted for an urgent assessment when my dad was admitted to hospital. All the staff were amazing and happily Mum settled very quickly. After her trial, she was accepted permanently. During this time my dad has been having an assessment elsewhere.
My dream was to get them both
settled, together.
They are now both together and settling within Hilton House - thanks to all the care and support from the staff. Fairytales do come true!
Reply from Teresa Lynskey, Regional Manager at Hilton HouseThank you so much for your kind words, we are delighted to hear how happy you are with the home and how well your parents have settled. It is so important that couples can stay together and we are thrilled this has happened.
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Review from P W (Son of Resident) published on 2 May 2023 Submitted via Website • Report
Overall Experience 2.0 out of 5
Unfortunately, things took a very negative turn when my father’s behaviour was affected as a result of a UTI. Despite remaining compliant and the odd behaviour not recurring following a course of antibiotics, he was served notice on his stay here. The notice was preceded with a phone call telling me
not to be concerned as it was being served to “get the right support from Social Services”.
Forcing a 91 year old man to leave is not what I expected of this care home.
Reply from Stephanie Sheer, General Manager at Hilton HouseWe are extremely disappointed to hear of your concerns regarding your fathers’ support here at Hilton House.
As an organisation we pride ourselves on delivering exceptional care and support and we are confident that we have acted appropriately in the circumstances.
Our priority is ensuring that the care and support provided to all of our residents is in line with the individual's care plan and our registration with the Care Quality Commission (CQC). Unfortunately there are situations where we feel that we cannot meet a resident’s needs and in their best interests an alternative placement that is more suitable needs to be found.
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Review from Ann J (Sister of Resident) published on 28 February 2023 Submitted via Website • Report
Overall Experience 5.0 out of 5
My relative is new to Hilton House, and from the moment she walked through the door, we cannot be any happier with the care she is receiving. The atmosphere and the care staff are second to none, the manager is always on hand. So clean. I would highly recommend it to anyone looking for a home for their
relative. Her daughter is so pleased with her care and knowing she is safe.
Reply from Stephanie Sheer, General Manager at Hilton HouseThank you for taking the time to review our home. We are delighted to hear how happy you are with the care and support provided, and I will share your comments with the team.
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Review from Lisa B (Daughter of Resident) published on 2 February 2023 Submitted via Website • Report
Overall Experience 5.0 out of 5
My lovely dad came into your care home for respite to start with and he loved it so much. He thrived in your care from eating regular meals at proper times going on outings and taking part in the activities that were on offer there. He had a hair cut and was looked after so much by your wonderful staff.
My dad was going to stay with yourselves as a permanent resident but unfortunately, he gained his angel wings in August. I was thankful that he enjoyed his 8 weeks of being with you and your wonderful staff who couldn't do enough for him and us as a family thank you and you all work really hard.
Reply from Stephanie Sheer, General Manager at Hilton HouseThank you so much for sharing your thoughts on our home. It was an absolute privilege to be able to care for your father and support you all.
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Review from Stephanie T (Daughter of Resident) published on 2 December 2022 Submitted via Website • Report
Overall Experience 5.0 out of 5
My mum moved to Hilton House after the care home she had been in for four years closed down suddenly. The staff were very reassuring and supportive of the move and helped Mum settle. I was very anxious and upset about how Mum will manage a move but the staff always kept me informed as she settled and
the manager came out to give me a hug and talk to me when she could see I was visibly upset and worried.
Mum was only at Hilton House for a few weeks as she sadly passed away, however, during that time the staff were great. During her last few days the staff were very caring they made sure Mum was as comfortable as possible and were very kind to us as a family. They were very flexible for all the family to come and be with Mum and even offered to set a bed up in her room for me to stay in if needed.
Staff are knowledgeable and supportive to both residents and families. If you are looking for a care home for a family member have a look at Hilton House.
Reply from Stephanie Sheer, General Manager at Hilton HouseThank you so much for your kind words, we really do appreciate you taking the time to review us at this difficult time for you
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Review from Michael H (Son of Resident) published on 29 November 2022 Submitted via Postal Card • Report
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 HouseThank 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 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 HouseThank 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 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 HouseThank 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 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 HouseThank 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 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 HouseThank 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 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 HouseThank 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 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 HouseThank 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 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 HouseThank 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 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 HouseThank 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 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 HouseThank 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 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 HouseThank 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 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 HouseThank 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 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 HouseThank 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 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 HouseThank 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 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 HouseThank you so much for those kind words Julie, I will pass them on to the team who will be delighted.
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Current Review Score: 9.7 (9.657)

Overview of Review Score

The Review Score of 9.7 (9.657) out of 10 for Hilton House is based on a) the Average Rating and b) the number of positive Reviews.

  1. The Average Rating is 4.8 out of 5 from 13 Reviews in the last 24 months.
  2. The score for the number of positive Reviews is 4.8 out of 5 from 13 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:

  1. 5 Points are available for the Average Rating from all Reviews in the last 24 months. The Average Rating of 4.832 for Hilton House is calculated as follows: ( (132 Excellents x 5) + (20 Goods x 4) + (3 Satisfactorys x 3) ) ÷ 155 Ratings = 4.832
  2. 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 4.825 Points relating to the number of positive Reviews for Hilton House is based on 13 positive Reviews in the last 24 months and is calculated as per below:

    The 5 points available are broken down as follows:

    1. 4 points are available for the first 20 Positive Reviews in the last 24 months; 3 points for the first Positive Review, 0.125 Points for each of the next four Positive Reviews, 0.05 Points for the next five Positive Reviews, and finally 0.025 Points for the next ten Positive Reviews. (1st = 3.000, 2nd = 0.125, 3rd = 0.125, 4th = 0.125, 5th = 0.125, 6th = 0.050, 7th = 0.050, 8th = 0.050, 9th = 0.050, 10th = 0.050, 11th = 0.025, 12th = 0.025, 13th = 0.025, 14th = 0.025, 15th = 0.025, 16th = 0.025, 17th = 0.025, 18th = 0.025, 19th = 0.025, 20th = 0.025) 3 + 0.125 + 0.125 + 0.125 + 0.125 + 0.05 + 0.05 + 0.05 + 0.05 + 0.05 + 0.025 + 0.025 + 0.025 = 3.825
    2. 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 13 Positive reviews. Points = 1
  3. When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.
  4. If a Care Home does not have a review in the last 24 months, then it will not have a Review Score.

Regulatory Rating

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. View Latest Report

Bed Vacancies

Please contact us for latest vacancies.

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Awards / Recognitions (2)

Meet the Team (1)

Gemma

Gemma Vaughan

Job Title: General Manager Joined: 2025

Gemma is a valued member of our team here at Hilton House. Like everyone at Lovett Care, they're committed to helping us create a caring community where everyone can thrive. Their role contributes to the warm, person-centred approach that sits at the heart of everything we do.

Information on this page is displayed without responsibility for its accuracy on the part of carehome.co.uk. Please contact Hilton House to verify any information. View our terms and conditions. Hilton House has an Enhanced Service - more info.