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
  • 49
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Reviewer Connection to Hilton House
  • 20
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Total of 49, showing 41-49
Review from Peter H (Son of Resident) published on 13 April 2021 Submitted via Postal Card • Report
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 HouseThank 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 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 HouseThank 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 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 HouseThank 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 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 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 HouseThank 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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Review from David S (Resident) published on 3 November 2020 Submitted via Website • Report
Overall Experience 5.0 out of 5
The staff were warm and friendly, nothing was too much trouble. My mum was on respite there and she was always smiling and saying how well she was being looked after, we will definitely be using Hilton House again whether it be for more respite or more of a permanent position for mum.
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Review from P G (Daughter of Resident) published on 14 July 2020 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Hilton House looked after my mum for 18 months. She thought it was a hotel and she loved the food, especially the fresh salmon. She loved going out for a pub lunch and at Christmas, to the pantomime. Last month, in May, she was taken ill, and with the Coronavirus, we put in place that she would stay
at Hilton House. The care, attention, updates and phone calls letting us know how she was were exceptional. We knew it was 'end of life' and they sent us a video showing us she was asleep and peaceful at the sad time. I would recommend highly the care and attention 100%. The staff were very caring. I couldn't ask for more.
Reply from Jane Mansell, Home Manager at Hilton HouseThank you so very much for your kind words, I appreciate it is a difficult time for you and am really grateful that you have taken the time to do that for us. It was a pleasure to care for your mum. I will ensure your lovely comments are passed on to the team.
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Review from Jayne W (Daughter of Resident) published on 21 May 2020 Submitted via Website • Report
Overall Experience 4.0 out of 5
We are very happy with the service Mum receives and feel confident she is being well cared for at this difficult time. It has been lovely to receive photos, video calls and updates whilst we are unable to visit. The photos of Mum enjoying Mothers Day, VE Day and other planned activities were much appreciated
and it was lovely to see her looking so happy and well-groomed. When enquiring about Mum, the staff can always answer any questions and give a full and thorough handover of how she is. It is a very well managed service and the staff are always warm and welcoming. Prior to the current pandemic restrictions, we were in and out most days and could see some super practice and lovely interactions with Mum and the other residents.
Reply from Jane Mansell, Home Manager at Hilton HouseThank you so much for your lovely comments, we will, of course, continue to send updates often as we appreciate how difficult it is for our relatives and friends not being able to see their loved ones face to face at this time. It is a pleasure to provide care and support for your mother and I will share your lovely review with the whole team as they will really appreciate your kind words.
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Review from Sandra M (Cousin of Resident) published on 5 March 2020 Submitted via Website • Report
Overall Experience 4.0 out of 5
This is new territory for us as our relative has only been at this home for a couple of weeks, and we are delighted with her care so far. The staff are attentive and friendly. We have witnessed staff taking extra steps to ensure the comfort of residents. Activities provided seem broad and varied and
our relative loves the food. Her room is spacious and airy, even though it is a shared double. The staff are prepared to answer all our questions.
Reply from Jane Mansell, Home Manager at Hilton HouseThank you for taking the time to submit your review of Hilton House, it is a privilege to provide care and support for your relative. It will mean a great deal to our team to read your comments, and I will ensure they are shared with everyone. Thank you for choosing Hilton House.
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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.