How Sue Hill, who began her career as a care assistant, has spent 30 years building a leadership approach rooted in compassion, connection and putting people first.
Sue Hill didn’t set out to run two care homes — she started as a care assistant, learning first-hand what it really means to care for someone with dignity. More than 30 years later, that same belief still shapes how she leads today.
Now General Manager of Rectory Court and Leah Lodge in Blackheath, London, Sue has built a career defined by compassion, consistency and a genuine commitment to people.
For Sue, care has never just been a job — it’s something she’s grown into over time. She’s developed her skills, gone back into education and stepped into leadership roles across both local authority and private sector care. But one thing has never changed: her focus on people and getting the basics right.
“I’ve always believed it’s the little things that matter,” she says. “Taking the time to listen, understanding what makes someone feel comfortable — that’s what builds trust.”
That belief runs through everything she does. Sue is known for her open-door style — visible, approachable and always ready for a conversation. Whether it’s a quick check-in, a concern that needs addressing or simply offering reassurance, residents and families know they’ll be heard.
“We want people to feel like they belong here,” she says. “It’s not just about care — it’s about connection, familiarity and feeling valued.”
Creating that sense of community is a big part of Sue’s approach. She encourages her team to think beyond tasks and routines, focusing instead on how each interaction makes someone feel. It’s about building relationships, not just delivering care.
Sue also has a particular passion for dementia care, backed by advanced training and specialist qualifications, including dementia mapping through Bradford University. She has previously been recognised with a Butterfly Award from dementia specialist David Sheard. But for Sue, it’s never been about recognition — it’s about understanding the person behind the condition.
“Choosing care for a loved one is deeply personal,” she says. “Families need to know that person will be supported with empathy, dignity and consistency every single day.”
That attention to detail carries through into everyday life across the homes. From creating a warm, engaging environment to making sure residents can continue enjoying the things they love, Sue and her team focus on keeping life as normal — and as personal — as possible.
Even mealtimes are approached with the same care. Residents on modified diets can still enjoy meals from the full menu, thanks to specialist training in International Dysphagia Diet Standardisation Initiative (IDDSI) standards. “Food is such an important part of daily life,” Sue says. “Everyone deserves to enjoy it, whatever their needs.”
Alongside her professional life, Sue has built a full and busy life outside of care. She has been married to her husband Adrian, a teacher, for over 30 years, and they have two sons — one training to be a solicitor and the other a nuclear engineer. In rare moments of downtime, she enjoys collecting designer handbags.
While recognition is always welcome, Sue is quick to bring the focus back to what really matters. “The real reward is seeing residents and their families happy and thriving,” she says.
After three decades in care, that sense of purpose is still what drives her. Her journey — from care assistant to care leader — is a reminder that great care isn’t about titles or accolades. It’s about showing up, every day, with compassion, consistency and heart.
