24 Oct 2025
Hamelin has received a ‘Good’ rating from the Care Quality Commission (CQC) for Gowlands following an inspection in September. Inspectors praised the service’s person-centred approach, strong leadership and caring, dedicated staff.
Luke Baldock, Gowlands Service Manager, said: "This was the first time that Hamelin services have been audited under the CQC’s new assessment framework. I would like to thank the CQC inspectors and Gowlands staff for their engagement and support throughout the process. We are proud to have maintained our Good rating, which reflects the positive work and dedication of the Gowlands team, and our commitment to development does not end with this rating. We already have a plan in place for further enhancement based on discussions with our CQC colleagues."
Inspectors found that staff shared a clear vision centred on the people they support. Leaders were described as visible, knowledgeable and supportive, while staff reported feeling valued in their roles. The report highlighted the kindness and compassion shown by staff, who protected people’s privacy and dignity and treated everyone fairly.
Guests were seen to be encouraged by staff to make their own choices about care and support, and their needs and wishes were listened to. Support workers were also praised for responding in the moment to ensure comfort and wellbeing.
The CQC commended Hamelin’s leaders who were found to embody the charity’s values and foster a positive, inclusive culture across the organisation. They also praised the charity’s inclusive leadership and commitment to continual improvement, recognising how the organisation listens to those most likely to experience inequality and adapts support accordingly.
Shoenagh Mackay, Director of Care said: “CQC inspections are a valuable learning opportunity and whilst we’re happy to receive a Good rating, the CQC report also gives us a basis for further development. In particular we have already started to enhance some of our reporting processes which will be rolled out across the charity’s services and not just at Gowlands. I thank Luke and his staff team for their significant efforts in achieving this Good rating.”
Overall, inspectors said the service is performing well and meeting expectations and that Hamelin demonstrated a clear commitment to learning, making improvements and developing the service.