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CQC warns Kensington Community Care (Gloucester) Limited that it is failing to protect the safety and welfare of people

13 July 2012
Kensington Community Care
Kensington Community Care (Gloucester) Ltd
  • Media

13 July 2012

The Care Quality Commission has issued a formal warning to Kensington Community Care (Gloucester) Ltd that it is facing enforcement action unless it makes urgent improvements.

The warning notice follows an unannounced visit by inspectors to Kensington Community Care domiciliary care agency in May 2012 for a routine inspection. The company, based in Gloucester, provides care to around 40 people living in their own homes in the Bristol area.

Inspectors found that Kensington Community Care was failing to comply with the government regulations requiring providers to assess and monitor the quality of the service that people receive.

  • All eight people spoken to by inspectors said that the service they received had been inconsistent between March and May 2012. They did not always know when a careworker was coming. One person said that her mother had 17 different staff in a 10 day period.
  • Four people said they had one occasion when no one had turned up for a scheduled visit and they were left to manage on their own or with help from their family.
  • At weekends, they had not been able to get through on the phone to speak to anyone at the company. The provider was unaware of recent missed visits.
  • Two people who had made complaints about the inconsistency of the service said that although explanations were given, the same problems had continued to occur.

Ian Biggs, deputy director of CQC in the South said: “Care agencies provide a vital service to help people get on with their daily lives. But if they can’t be relied on to turn up as planned - it can be very worrying, particularly for people who depend on their care worker and may have no one else to call on.

"The law says that these are the standards that everyone should be able to expect. Providers have a duty to ensure they are compliant and this cannot be allowed to continue.

“This warning sends a clear and public message that Kensington Community Care needs to address these issues as a matter of urgency or face serious consequences. Our inspectors will keep Kensington Community Care under review to ensure that people are not at undue risk of harm.

“We will return in the near future and if we find that this provider is not making the required progress we won’t hesitate to use our legal powers to protect the people who use the service."

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For further information please contact the CQC press office on 0207 448 9401 or out of hours on 07917 232 143.

Notes to editors

CQC will publish further details of the inspectors’ findings in a review of compliance on its website at a later date. You can find previous reports on this provider at:

The warning notice finds that Kensington Community Care is in breach of

  • Regulation 10, Health and Social Care Act 2008 (Regulated Activities) Regulations 2010 Assessing and monitoring the quality of service provision.

If the required improvements are not made within 21 days, 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.