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KEPA Care Solutions in Rochester rated inadequate by Care Quality Commission

A care service says it has made improvements after patients were found to have been “spat at” and made to “link arms” during outings following an inspection.

The health watchdog has rated Rochester-based agency KEPA Care Solutions as inadequate in its latest report.

KEPA Care Solutions is based in Hero Walk, Rochester
KEPA Care Solutions is based in Hero Walk, Rochester

The service in Hero Walk looks after adults with learning needs and autism.

It provides care in their own homes, in the community and in supported accommodation.

Two of its core values are to “treat everyone with the respect and dignity that they deserve” and a belief “that individuals should be consulted about everything that concerns them and allowed to partake in the making decisions about their own life”.

But during a visit by the watchdog Care Quality Commission (CQC) on July 10, 2024 inspectors found the opposite.

In a report, not published until December 17, assessors said “staff used unapproved and unlawful physical intervention” and “key information was not documented within people's care records”.

A CQC inspection found multiple failings at the agency. Stock image: CQC
A CQC inspection found multiple failings at the agency. Stock image: CQC

In one person’s plan, it stated that staff were to link arms with them while out, to “ensure they are closely monitored and supervised” and that they “could make an attempt to escape from arm link”.

In another care plan, it was detailed how a patient should not live with the opposite gender, but despite this did.

Inspectors also found recording and learning from incidents were poor – they identified 15 abuse cases that they reported to the local authority after their visit.

“Some people lived in a chaotic environment where they were subject to serious physical and psychological abuse, this included being spat at and physically harmed.

“The impact of ongoing verbal and physical abuse from people living with each other had not been assessed or mitigated by the registered manager.”

“This language is not respectful or empowering for adults.”

Workers said they provided kind and compassionate care but the CQC said this was not always the case.

“Staff did not always use positive, respectful language when referring to, or supporting people.

“Incident records for one person stated that following an incident they, 'apologised for their behaviour and promised to behave’.

“This language is not respectful or empowering for adults.”

Following the inspection, the care service was rated inadequate and has been put in special measures.

Urgent actions have also been taken against it to stop any further care packages being taken on without the written agreement of the CQC.

A spokesperson for KEPA Care Solutions said: “CQC inspected our services on the July 10, 2024 and the report was originally published on September 12, 2024, rating our service as ‘Requires Improvement’.

“We were naturally disappointed with the new rating but as a service, we are determined to improve and make the necessary changes identified by CQC. We have made significant changes and improvements since July 10, 2024.

“One of our chief concerns was that the inspection team in the entirety of their investigation, failed to speak to any of the service users to hear their views about our service.

“All our clients and their families are very happy with our service and the care they receive from us, before and post inspection on July 10, 2024.”

In the report, inspectors said: “While the people we spoke to expressed that they were generally happy with their care, our assessment found care did not meet the expected standards.”

The KEPA Care Solutions spokesperson added: “CQC informed us on 21 October 2024, that the rating of ‘Requires Improvement’ was uploaded incorrectly on their system due to “human error”.

“Thus, a new report was published on 17 December 2024 with a new rating of ‘Inadequate’. We have submitted a complaint to CQC in relation to the CQC assessment process and CQC’s handling of the case.

“Since July 2024, we have made comprehensive and holistic changes and improvements to our service, staff training and the reporting of safeguarding incidents, with support from our external consultants.

“We are committed to continue these improvements as our upmost priority, are the welfare, happiness and health and safety of our clients. We welcome the CQC to inspect and assess our service again, as this report is not an accurate and true reflection of KEPA Care today.”

The spokesperson added that none of the 15 abuse incidents reported were deemed as a Section 42 safeguarding concern by the local authority.

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