Shipley Manor Care Home

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this newly registered service. This key question has been rated Outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.
 

This service scored 95 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.
Staff consistently demonstrated exceptional levels of kindness, empathy, and compassion in their interactions with people. Our observations showed that staff not only treated people with dignity and respect but also took time to connect with them on a personal level. Staff provided support in a calm, reassuring manner, promoting choice and independence at every opportunity. For example, we observed a staff member supporting a person at lunchtime by offering adapted cutlery and encouraging them to eat independently. The staff member sat nearby, offering gentle prompts when needed, while allowing the person time and space to enjoy their meal at their own pace. This approach respected the person’s dignity and promoted their independence.
Feedback was overwhelmingly positive, and there was a strong sense that people felt safe, listened to, and valued within the service.
People told us they felt genuinely cared for, and this was echoed by relatives, who described staff as “wonderful,” and “attentive,” and “always going the extra mile.” One relative told us, “They don’t just care for my [family member], they care about them.” Another relative told us, “[Family member] is looked after beautifully here, they really are wonderful.” We also saw numerous examples of positive feedback from relatives, who consistently praised staff for their kindness, compassion, and attentiveness. Family members described staff as dedicated and caring, with many expressing their gratitude for the way their loved ones were supported. Comments highlighted the respectful and person-centred approach of staff and the positive impact this had on people using the service.
The kindness shown by staff had a clear impact on people’s emotional wellbeing. People told us they felt at ease, confident in asking for support, and happy to engage in daily life within the home because of the trust they had in staff. This compassionate culture fostered strong, positive relationships and contributed to a warm, inclusive atmosphere across the service.
 

The service excelled at recognising and supporting each person as a unique individual, with care that was truly person-centred and responsive to people’s preferences, interests, and goals.
People were given full autonomy over decisions affecting their daily lives. We saw multiple examples of people having choice and control over where and how they spent their time, who they wished to be around, and how their personal spaces were set up and decorated. Bedrooms were individually personalised, and communal spaces were arranged in ways that reflected residents’ preferences. For instance, people living on the first floor had chosen to use their shared lounge as a movie space, where they would gather during the day or in the evening to enjoy films together. This reflected not only personal choice but also the strong sense of community fostered within the service.
Activities were tailored to people’s interests and designed to be meaningful. They were not just about keeping people busy but aimed to give purpose and fulfilment. One standout example was the crafting of keychains, pens, and other handmade items, which residents then sold at the home’s fayre. The proceeds were directed back into the resident fund, giving people a clear sense of ownership, pride, and contribution. This level of involvement empowered individuals and helped reinforce their sense of identity and independence.
Positive engagement and participation were visible throughout the home, and people clearly demonstrated full control over decisions affecting their care and lifestyle. This approach led to improved wellbeing, greater satisfaction, and a lived experience where people felt respected and valued for who they are.
 

People using the service were supported to make their own choices and maintain their independence. Staff demonstrated a clear understanding of person-centred care and consistently promoted an approach that respected individuals’ preferences and autonomy. Observations confirmed that people were encouraged to make day-to-day decisions about their routines, including when to get up, what to wear, and how they wished to spend their time.
Care records showed that people were actively involved in planning their care, with their individual preferences and choices clearly documented, including specific needs such as preferred staff gender and activity or meal choices. Staff supported people to be as independent as possible, and there was a strong focus on enabling rather than doing for individuals.
The environment was warm and inclusive, with people and their families feeling at ease and involved in the life of the service. Relatives were able to personalise their loved ones’ spaces, and there was a wide range of meaningful activities which people could choose to participate in. Mealtimes were unhurried and staff took time to explain options and accommodate individual preferences.
Staff interactions were observed to be kind, respectful, and supportive, reinforcing people’s dignity and sense of control. The service effectively balanced providing assistance where needed while encouraging independence and decision-making, contributing to a positive and empowering atmosphere for those living there.

The provider was exceptional in how they listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.
Staff demonstrated an exceptional ability to respond quickly and effectively to people’s immediate needs. Throughout the assessment visit, we observed staff responding promptly to call bells and verbal requests for assistance. No one was left waiting or calling out for support, and interactions were calm, respectful, and reassuring. This reflected a strong staffing presence, well-organised deployment, and an embedded culture of attentiveness and responsiveness.
People told us they felt confident that staff were always nearby and would respond without hesitation if help was needed. One person said, “I never feel like I’m left on my own”, and “they are always watching me when I try to stand up because I fall.” Relatives shared similarly positive feedback, describing how quickly their loved ones' needs were addressed and highlighting the peace of mind this gave them.
During emergencies or incidents, such as accidents or medical concerns, staff acted swiftly and competently. We reviewed recent examples where people had received immediate first aid and medical attention, with appropriate follow-up and monitoring documented clearly. Staff demonstrated a calm, confident approach under pressure, ensuring people were kept safe, comfortable, and reassured throughout.This rapid and reliable response not only ensured people’s physical safety but also promoted emotional security, reduced anxiety, and supported a sense of dignity and respect. People told us they felt “looked after” and “never forgotten,” even during busier times of the day.

The provider demonstrated exceptional leadership and a deeply embedded culture of fairness, respect, and inclusion, resulting in a highly motivated and well-supported staff team.
Staff were overwhelmingly positive about working at the service, with every team member attributing their job satisfaction to the management’s inclusive, supportive, and person-centred approach.
Throughout the assessment, staff consistently and confidently shared the service’s values and vision. It was evident that the provider’s ethos had been clearly communicated and embraced at all levels. Staff demonstrated a deep understanding of the service’s purpose, to deliver high-quality, person-centred care, and could explain how their roles contributed to this in practice. This shared sense of purpose not only fostered team cohesion but also directly enhanced the quality-of-care people received.
Staff told us they felt appreciated, respected, and genuinely valued in their roles. They described a workplace culture where their contributions were recognised, their opinions were heard, and their personal wellbeing was prioritised. One staff member told us, “I have worked in other places before, but this is by far the best service because it is so supportive. Managers are really helpful and supportive.”
A key example of this was the introduction of regular weekly staff appreciation days, which celebrated the efforts and dedication of individuals and the team as a whole. These events provided an opportunity for recognition and gratitude, while also boosting morale and strengthening relationships across the service. Staff spoke very positively about these moments of appreciation, describing them as “motivating,” and “uplifting,” and “a real reminder that we’re cared for too.”
Managers were described as approachable, welcoming, and hands-on in their support. Staff said they felt comfortable raising concerns, sharing ideas, or seeking guidance, and noted that they were always met with encouragement and solutions. This open-door leadership style promoted psychological safety and built strong relationships based on trust and mutual respect.
Importantly, this culture of workforce equity had a clear and positive impact on the people living at the service. Staff were empowered, engaged, and emotionally invested in their work, which translated into consistently high standards of care, compassion, and responsiveness. People benefited from being supported by staff who were confident, content, and committed to delivering exceptional care.
Overall, the providers’ approach to workforce equity was exemplary. Staff were treated with dignity and fairness, and their wellbeing was prioritised as a foundation for delivering outstanding care.