Maidstone Nursing Home Rated Inadequate After CQC Finds Safety Failures

Pilgrims Way Care Home with Nursing in Maidstone, Kent, has been rated inadequate by the Care Quality Commission (CQC) following an inspection that identified significant failings in care, safety and management.

The home, operated by Pilgrims Way Limited, provides residential and nursing care for older people. At the time of the August inspection, 48 people were living at the service. CQC inspectors visited after receiving concerns about its management.

The regulator found the quality of care had deteriorated since its previous inspection, when the home was rated good. The service was found to be breaching five regulations covering safe care and treatment, consent, person-centred care, statutory notifications and good governance.

CQC issued two warning notices to the service and two to its registered manager, requiring improvements in safe care and treatment and the management of the home.

The home received inadequate ratings for safety and leadership, while its responsiveness, caring and effectiveness were rated as requiring improvement. It has also been placed in special measures, allowing CQC to monitor progress closely and assess whether necessary improvements are made within the required timeframe.

Inspectors identify multiple care and safety concerns

According to CQC, staff did not always recognise or respond appropriately to changes in residents’ health, including high blood sugar readings and prolonged periods without bowel movements. Inspectors also found gaps in staff training for supporting people with diabetes, distress and end-of-life needs.

Medicines management was another concern. In one instance, a resident missed prescribed medication for two consecutive nights after supplies ran out. Inspectors also found that medicines and hazardous substances were not always stored securely, leaving cleaning chemicals and a potential choking hazard accessible to residents.

Equipment and emergency preparedness were also found wanting. A shower hoist had not been checked, an emergency alarm cord was tied out of reach, and leaders had not ensured staff knew how to evacuate residents safely during an emergency.

CQC reported that lessons were not consistently learned from falls and other incidents, despite one resident experiencing nine falls over two months. Safeguarding concerns, including an assault between two residents, had not been reported to the local authority safeguarding team.

Inspectors also identified concerns about staff conduct and workplace culture. Residents and relatives reported delays in receiving assistance, including responses to call bells. CQC further found instances where residents were not treated with the dignity and respect they deserved.

The regulator said leaders had identified several problems through internal surveys and audits but had not acted quickly enough to address them. Inspectors also found that tensions, disrespect and bullying within the staff team had affected the working environment, with at least one resident aware of these issues.

CQC calls for sustained improvement

CQC deputy director of adult social care in Kent, Catriona Eglinton, highlighted the sharp decline in standards since the previous inspection and the impact on people relying on the home for care and support.

She also emphasised the seriousness of delayed assistance, failures to report safeguarding incidents, medicine shortages and weaknesses in leadership. CQC said it had set out the improvements expected from the home’s leaders and would monitor the service closely through special measures to help protect residents.

The inadequate overall rating for Pilgrims Way Care Home with Nursing was recorded on 15 October 2026. The inspection findings and enforcement action underline the need for improvements in resident safety, dignity, staff support and management oversight.

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