The health watchdog is seeking enforcement action against a home care service after it allegedly failed to protect patients from abuse.

Courtyard Mews, based in Dartford, has been rated inadequate by the Care Quality Commission following a recent inspection which identified several “serious concerns”.

The provider cares for adults with various support needs, including those suffering from dementia, paraplegia and depression in their homes and flats.

In 2022 Courtyard Mews, which is registered at The Nucleus Business and Innovation Centre in Brunel Way and provided by Tilda Healthcare Ltd, had 72 contracts in place.

But, action is now being taken to restrict the number of people the service cares for, following a CQC inspection carried out between April 11 and March 14 this year.

In the latest report, published on July 24, inspectors say they found seven regulation breaches concerning safe care and treatment, safeguarding, dignity and respect, good governance, staffing, person-centred care and notification of incidents.

They also said the provider had put people at serious risk of harm with patients not always having care plans and infection control processes were poor.

The report stated: “People's care records were incomplete, inaccurate and out of date.

“One person had previously suffered from sepsis – a serious condition in which the body responds improperly to an infection.

“The provider's infection control assessment stated that there was no known infection risk to the person.”

Inspectors also found staff had been inadequately trained to understand the needs of the people they supported and the provider failed to notify the CQC of incidents of abuse.

“People did not experience person-centred care; the registered manager did not consult with them on how they wished their care and support to be delivered.

“Staff did not consistently support the same people and did not have full opportunities to get to know people well.”

Assessors say staff and management did not have the knowledge, skills or competence to keep people safe and protect them from unavoidable harm.

They also noted the registered manager, Mrs Ngozi Onuoha was unaware of some of her regulatory responsibilities.

During the inspection process, a staff member shared their concerns with the CQC regarding the approach of the registered manager towards staff.

The report said: “Although some staff provided feedback to inspectors, we received information during the assessment process that the registered manager had told some staff not to answer their telephones from inspectors.”

While some people told inspectors they felt safe in their homes when staff were providing care, the healthcare regulator found that people were not protected by robust safeguarding practices.

One person said: “Frustrating overall. These are the worst of the worst.”

Another added: “They are in and out as soon as possible.”

The service failed four of the five key areas of the inspection, and the CQC is seeking enforcement action.

Courtyard Mews is contesting this and the case will now be heard at a tribunal.

The legal process for this enforcement action is ongoing

A date has not yet been set for this hearing but in response, a CQC spokesperson said: “Following the inspection, we rated the service as inadequate overall, which we understand will have been difficult for the provider to hear.

“Following the inspection CQC took enforcement action to immediately restrict the number of people the service could care for, to keep people safe.

“The legal process for this enforcement action is ongoing.

“As with all inspection reports, the provider had an opportunity to raise any inaccuracies during the factual accuracy process.

“As part of that process, the provider did not submit any comments, which meant there was no additional evidence demonstrating our findings were inaccurate.

“As such, we are confident the final report is an accurate reflection of the level of care being provided at Courtyard Mews.”

Courtyard Mews declined to comment pending the outcome of a legal process.