Chapel: A Good Rating & An Even Better Story

We have some brilliant news to share...

Our Chapel service has been rated Good across all areas by the CQC! 🎉 And honestly, we just want to take a moment to let that sink in. Not because of what it means on paper, but because of what it took to get there.

But this isn’t just a story about a rating. It’s a story about people.

What a Good CQC rating actually means

For anyone unfamiliar, the Care Quality Commission (CQC) is the independent regulator for health and social care in England. A Good rating means inspectors found the service to be safe, effective, caring, and well-led – across the board. It’s not something that is handed out lightly. It’s a huge accomplishment.

What the people we support said

People told us they feel “cared for and valued”, describing staff as “kind”, “attentive” and “compassionate.” They spoke about having choice, being treated with dignity, and being supported as individuals.

Relatives shared a renewed sense of confidence – highlighting greater openness, improved communication, and feeling more involved in their loved one’s care.

A journey, not just a destination

This rating reflects genuine hard work and real growth.

The team at Chapel has been on a journey – moving from reacting to challenges to getting ahead of them. Building stronger systems, learning openly from every experience, and holding themselves accountable at every step. That kind of culture doesn't happen overnight. It's built through leadership that shows up, listens, and keeps people at the centre of every decision.

Emma Burns, Chapel's Registered Manager, knows that better than anyone. In her own words:

"Since joining the service, I've been overwhelmed by the support from the whole team. Changes in management aren't always easy, but the team at Chapel have really welcomed the positive changes, and that's evident in the strong team we are today."

She's also clear that this result isn't a finish line:

"We view it not as a finish line but as a foundation. We'll keep building on this success, ensuring that high standards are maintained and always looking for opportunities to enhance the quality of care we provide."

That mindset runs through everything the team does:

• Stronger, more consistent governance, moving from reactive to proactive

• Learning from difficult moments is embedded into everyday practice

• A real sense of ownership – as one staff member put it, "I remain accountable"

• Safer systems and environmental changes put in place following past challenges

• Forward planning already underway for structured clinical supervision

  
  

A word from Charlie, our Head of Complex Care

"I'm incredibly proud to share this outcome. This reflects the consistent dedication, professionalism, and compassion demonstrated by our entire team. The inspection highlighted the significant progress we've made in strengthening our clinical governance framework, ensuring robust oversight while maintaining a supportive and empowering environment for our staff. It was particularly encouraging to see recognition of our shift in incident management – from a reactive approach to a proactive, learning-focused culture that prioritises safety, transparency, and continuous improvement. Most importantly, this report acknowledges how supported our staff feel. Creating an environment where colleagues are valued, listened to, and developed is central to delivering high-quality care, and this recognition means a great deal."

She's also keen to recognise Emma directly:

"I want to extend my sincere thanks to Emma, our Registered Manager, for her outstanding leadership. Her commitment, integrity, and focus on both people and quality have been instrumental in achieving this result."

A final note

And really, that’s what all this comes back to – the people. The ones who show up every day, the ones who’ve grown through the hard moments, and the ones whose lives are better because of the care they receive at Chapel. Charlie and Emma said it best themselves.

Charlie:

“This rating is a milestone, but also a foundation. We remain committed to building on this success and continuing to deliver safe, effective, and compassionate care to all those we support.”

Emma:

“I am incredibly proud of the dedication shown by our staff every day. This achievement is a testament to their hard work and to the positive, respectful environment we strive to maintain... Thank you to everyone who contributes to making our home a supportive and welcoming place to live and work.”

The journey doesn’t stop here – but this milestone is absolutely one to celebrate! 👏💛