From Salon to Senior Leadership – Gemma’s Inspiring Journey at Meallmore

Every care home has its pillars – the people who quietly step in, step up and naturally become the ones families rely on, colleagues trust, and residents feel safe with. At Meallmore, one of those people is Gemma, now Deputy Manager at Antonine House. Her journey from part-time hairdresser to senior leader is a powerful example of what’s possible when talent, opportunity and compassion come together.

A Beginning in an Unexpected Place

Gemma left school at sixteen and took a practical path, working in a local salon where she built confidence and strong people skills – skills she had no idea would shape her future leadership style. A call from Antonine House changed everything: they were looking for an in-house hairdresser, and as a young mum balancing childcare and work, the job offered the perfect fit.

What she didn’t expect was how deeply she would connect with residents. Although she had little experience supporting older adults, something clicked almost instantly. She listened to life stories, formed bonds and discovered a level of compassion she hadn’t known before. Completing the HEARTS course at Strathcarron Hospice further strengthened her understanding of sensory connection and end-of-life support. These early experiences planted the seed for something bigger.

Finding Her Calling

As Gemma became more involved in daily life within the home, she stepped in wherever help was needed. She supported residents beyond her hairdressing role and quickly realised that care was where she truly belonged. She saw the difference she could make and fell in love with the work.

When the pandemic hit, everything changed. Hairdressing stopped, families were separated, and uncertainty was everywhere. Instead of stepping back, Gemma stepped forward. She helped with staff testing, supported the office team and provided reassurance when it was needed most. Her manager recognised her potential and encouraged her to consider a permanent role in care. With her husband furloughed and childcare more manageable, she embraced the opportunity. She never looked back.

Pictured: Gemma Palferman and a resident, Jemima Hylands (known as Mima)

Training That Transformed a Career

If there’s one theme running through Gemma’s journey, it’s learning. She took every opportunity to grow and develop. She completed her SVQ3, joined Meallmore’s Upskill Senior Carer programme, and became responsible for running her unit – a role that strengthened her confidence and leadership.

Later, she progressed to Senior Carer Practitioner, completed Meallmore’s self-directed learning programme and achieved her SVQ4. In 2024, she joined the Leadership and Management programme – a turning point in her professional development. The programme broadened her knowledge of leadership, compliance, communication and decision-making. Presenting to Meallmore’s Board of Directors on end-of-life care helped her realise she could lead not just at team level, but organisationally too. Learning didn’t just build her skills – it built her belief in herself.

Stepping Up When It Mattered Most

In March 2025, Gemma became Team Leader. With this came new responsibilities: compliance, audits, staffing, partnership working and supporting residents with complex needs. She and the management team made significant improvements to internal audits and Care Inspectorate grades.

When the Deputy Manager was seconded to another home, Gemma was offered the chance to step into the role. It was daunting, but she knew she was ready. Looking back at her progression, she saw a clear path built through hard work, learning and the encouragement of those around her.

What Drives Her Every Day

Gemma’s motivation stems from a personal experience in which she witnessed non-person-centred care as a family member. She knows how it feels when loved ones aren’t supported the way they should be, and she vowed never to let anyone in her care feel that way. That promise shapes everything she does – her leadership, her decisions and her drive for high standards. For Gemma, this work isn’t just a job. It’s a purpose.

Becoming a Deputy Manager

Today, as Deputy Manager, Gemma sees leadership as an opportunity to lift others up. She mentors colleagues the way she was mentored. She creates an environment where staff feel confident, capable and valued. She listens, leads by example and lives the Meallmore values every day. She understands what it feels like to start in an entry-level role with doubts, and she knows what can happen when the right support and opportunities are given. Through her leadership, she hopes to inspire others to follow a similar path.

A Story That Shows What’s Possible

Gemma’s journey is just one story, but it reflects something far bigger. It shows what happens when an organisation believes in career pathways, invests in development and recognises potential early. It’s proof that a supportive culture can change the direction of someone’s life. It demonstrates the power of training, mentorship and opportunity.

Her progression showcases everything Meallmore stands for: growth, learning, values and compassion. It highlights that great care starts with great people – and when those people are supported, encouraged and developed, they flourish. Most importantly, it shows future colleagues what’s possible. At Meallmore, there is no single starting point. A carer can become a practitioner. A practitioner can become a leader. And yes — a hairdresser can become a Deputy Manager. Gemma is living proof of that.