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CQC warns Grace Manor Care Limited that it is failing to protect the safety and welfare of people

14 March 2012
Grace Manor Care Centre
Grace Manor Care Limited
  • Media,
  • Care homes with nursing

14 March 2012

The Care Quality Commission (CQC) has issued a formal warning to Grace Manor Care Limited that it must make urgent improvements to standards of care provided at a nursing home in Gillingham, Kent.

Four warning notices have been issued following an unannounced inspection of Grace Manor Care Centre in January. The home contains a specialist dementia unit.

Inspectors identified concerns that there were not enough suitably skilled and trained staff on duty in order to meet the needs of people living at the home. Inspectors observed limited interaction between staff and people living at the home, and people were sometimes left unattended for long periods of time. A number of staff had not received training on dementia care, infection control and fire prevention, despite this being appropriate to their roles.

Inspectors found that there was not an effective system in place to monitor complaints about the home. Records were disorganised and there was no set process to handle complaints. Concerns raised by people living at the home and their representatives were not always followed up and acted upon.

Inspectors also found that systems to regularly assess and monitor the quality of care provided were not robust enough, as they failed to take the views of people living in the home or their representatives into account.

Ian Biggs, Deputy Director of CQC in the South, said:

"The standards of quality and safety in care that CQC checks are those that the law says everyone should expect. These standards exist to protect vulnerable people – who cannot always speak up for themselves – from being put at risk of harm.

“Providers have a duty to make sure that the care and treatment they deliver meets the essential standards that everyone is legally entitled to expect. This warning sends a clear message that the issues at Grace Manor Care Centre need to be addressed as a matter of priority.

“Our inspectors will return in the near future to carry out another unannounced inspection. If we find that the home is not making the required progress we won’t hesitate to use our legal powers to protect the people who live there."


For further information please contact the CQC press office on 0207 448 9239 or out of hours on 07917 232143.

Notes to editors

CQC will publish further details of the inspectors’ findings in a review of compliance on its website at a later date.

The warning notices find that Grace Manor Care Limited is in breach of:

  • Regulation 10 (1)(a)(b)(2)(b)(i)(iii) of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2010 (Outcome 16) Assessing and monitoring the quality of service provision
  • Regulation 19(1)(2)(c) of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2010 (Outcome 17) Complaints
  • Regulation 22 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2010 (Outcome 13) Staffing
  • Regulation 23(1)(a) of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2010 (Outcome 14) Supporting workers

CQC has issued warning notices which require the provider to take action to meet the regulatory requirements by 20 March 2012. CQC has a range of enforcement powers which include restricting the services that a provider can offer, or, in the most serious cases, suspending or cancelling a service. CQC can also issue financial penalty notices and cautions or prosecute the provider for failing to meet essential standards. Any regulatory decision that CQC takes is open to challenge by a registered person through a variety of internal and external appeal processes.