Care home inadequate after 'sharp decline', CQC says

A Kent care home has been rated inadequate by the watchdog after standards declined "sharply" from a previous inspection, the Care Quality Commission (CQC) said.

Pilgrims Way Care Home with Nursing in Maidstone had its rating downgraded from good to inadequate following an inspection in August.

The CQC placed the service into special measures, meaning it will be closely monitored to ensure people are safe while improvements are made.

A spokesperson for the care home, run by Pilgrims Way Limited, said: "We recognise that improvements are required, and our priority is to continue addressing these concerns constructively and positively."

Catriona Eglinton, CQC deputy director of adult social care in Kent, said: "It was concerning to see standards had declined so sharply since our last visit, when the service was rated good.

"This decline led to people being let down at a time when they needed care and support the most."

There were 48 people living at the home, which provides residential and nursing care for older people, at the time of the inspection.

The CQC said it inspected after receiving concerns about the management of the service. Its previous inspection report was published in March 2025.

The service was now in breach of five regulations, the watchdog said, adding it had served two warning notices to the service and two to the registered manager to "focus the attention of leaders on improving safe care and treatment and management of the service".

It was rated inadequate for how safe and well-led it is, while in the areas of responsive, caring and effective it was rated as requires improvement, the CQC said.

Inspectors said feedback from people and relatives was "mixed".

"Whilst we did see some nice examples of care, we also saw areas where care could be improved and this was reflected in the feedback we received," the report said.

Eglinton said other concerns included "long waits for help, including with call bells", and "occasions where people weren't spoken about with the kindness and dignity they deserve".

She added: "We've told leaders where we expect to see rapid and sustained improvement, and we're placing this service into special measures so we can monitor it closely and keep people safe while that improvement happens."

The home's spokesperson said they disagreed that standards had declined sharply, and that they had "prioritised open and honest communication" with residents' relatives.

"We value these relationships and recognise the importance of listening to residents and those closest to them, while remaining fully committed to addressing the findings of the inspection," they said.

They said since the change in rating several family members had contacted them "to express their continued confidence in the home and the care their loved ones receive from us".

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