Pembroke House
- Care home
- 55 beds
- Nursing care
- Dementia care
- Registered since 2011
- Twydall, Medway, South East
Requires improvement
Rated on
Rating from the Care Quality Commission.
At a glance
5 ratings
Its last inspection moved it down from Good to Requires improvement.
2 months
since the latest rating was published.
16 of 59
rated care homes in Medway are rated Requires improvement, like this one.
Pembroke House: inspection record
Rated Requires improvement in August 2026, down from Good.
| 2015 | 2016 | 2017 | 2018 | 2019 | 2020 | 2021 | 2022 | 2023 | 2024 | 2025 | 2026 | |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Overall | ||||||||||||
| Safe | ||||||||||||
| Effective | ||||||||||||
| Caring | ||||||||||||
| Responsive | ||||||||||||
| Well-led |
Ratings published by the Care Quality Commission.
Compare nearby
Nearest rated Good or Outstanding: Star Care Lodge (Good, 0.1 miles away) and Park View Care Home (Good, 0.2 miles away).
Nearest care homes:
- G Star Care Lodge Good, 0.1 miles away
- – The Shrubbery Not yet rated, 0.2 miles away
- RI Charing House Requires improvement, 0.2 miles away
- G Park View Care Home Good, 0.2 miles away
- G Stuart House Good, 0.2 miles away
What inspectors found
From the Care Quality Commission's assessment published 25 August 2026 (assessment visit 18 May 2026). Quoted under the Open Government Licence.
Date of assessment: 16 June 2026 to 08 July 2026. Pembroke House is a residential care home providing accommodation for persons who require nursing or personal care. We completed this assessment after receiving concerns about risk management, medicines, staffing, delays in people receiving medical care and safeguarding.
- Safe No rating
- Effective No rating
- Caring No rating
- Responsive No rating
- Well-led No rating
Read the rest of CQC's summary
The service is registered to provide support to 55 older people and people living with dementia. At the time of our assessment 48 people lived at the service.
At this assessment we found the quality of the service had deteriorated since we last inspected the service in 2021. We identified 5 breaches of the regulations relating to medicines management, staffing, management of risk, infection control, premises and equipment, person centred care and governance.
There had been a lack of clinical and management oversight of risks because systems had not been embedded to ensure risk assessments provided staff safe ways of working with people who had epilepsy, constipation, concerns around skin integrity and people on blood thinning medicines. Staff had not always received training and support to enable them to meet the assessed needs of people. The provider had failed to maintain equipment at the service which put people at risk of harm. People were not always enabled to receive care and support which met their preferences. Some people told us they preferred baths and despite asking for these they were not supported to have one. Care plans lacked guidance for staff. The systems to monitor the quality and safety of the service were not always effective. When shortfalls had been identified, action had not always been taken in a timely manner to make improvements and the shortfalls continued.
Staff were recruited safely. Staff treated people with kindness and knew people well. Staff spent time with people encouraging them to participate in activities and maintain important relationships with their families and friends. Staff told us they had received mixed support from the management team. Staff recognised that the provider had put in place a new management team and changes and improvements were starting to happen.
In instances where CQC has begun a process of regulatory action, we may publish this information on our website after any representations and/or appeals have been concluded, if the action has been taken forward. We have also asked the provider for an action plan in response to the concerns found at this assessment.
-
Safe
No rating
Safe – this means we looked for evidence that people were protected from abuse and avoidable harm. At our last assessment we rated this key question good. At this assessment the rating has changed to requires improvement. This meant some aspects of the service were not always safe and there was limited assurance about safety. There was an increased risk that people could be harmed.
The service was in breach of legal regulation in relation to people’s safe care and treatment, the ways people’s medicines were managed safely, management of the premises and equipment and staffing.
-
Effective
No rating
Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.
At our last assessment we rated this key question good. At this assessment the rating has changed to requires improvement. This meant the effectiveness of people’s care, treatment and support did not always achieve good outcomes or was inconsistent.
The service was in breach of legal regulation in relation to person-centred care.
-
Caring
No rating
Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.
At our last assessment we rated this key question good. At this assessment the rating has changed to requires improvement. This meant people did not always feel well-supported, cared for or treated with dignity and respect.
-
Responsive
No rating
Responsive – this means we looked for evidence that the provider met people’s needs.
At our last assessment we rated this key question good. At this assessment the rating has changed to requires improvement. This meant people’s needs were not always met.
The service was in breach of legal regulation in relation to person centred care.
-
Well-led
No rating
Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture.
At our last assessment we rated this key question good. At this assessment the rating has changed to requires improvement. This meant the management and leadership was inconsistent. Leaders and the culture they created did not always support the delivery of high-quality, person-centred care.
The service was in breach of legal regulation in relation to governance at the service.
Questions to ask when you visit
- Safe was rated Requires improvement on 25 August 2026. Ask how medicines are managed, how staffing levels are decided and how incidents are reviewed.
- Effective was rated Requires improvement on 25 August 2026. Ask about staff training and how health appointments are arranged.
- Caring was rated Requires improvement on 25 August 2026. Ask how staff protect dignity and how residents are involved in decisions about their care.
- Responsive was rated Requires improvement on 25 August 2026. Ask to see how care plans are kept up to date, how complaints are handled and what activities are on offer.
Registration details
- Registered with the CQC since
- What it provides
- Care home service with nursing
- Who it supports
- Dementia, Older People
Inspection report
Read the full inspection report (opens the Care Quality Commission website)6 inspection reports, latest 25 September 2021. Latest assessment published 25 August 2026; the Care Quality Commission's newer assessments are published on its website rather than as reports.
The rating is the Care Quality Commission's. We show it as published and do not change it.
Who runs it
- Provider
- The Royal Naval Benevolent Trust
- Ownership type
- Organisation
- Charity number
- 206243
The Royal Naval Benevolent Trust runs 2 services, all in the South East. 0 are rated Good or Outstanding and 2 are rated Requires improvement or Inadequate.
Other services run by The Royal Naval Benevolent Trust
- RI Admiral Jellicoe House Requires improvement. Care home with nursing, Portsmouth
Getting help from Medway Council
The council can assess what care someone needs and tell them what help with the cost they may get.
- Adult social care at Medway Council
- Ask for a care needs assessment
- Phone: 01634 334 466
- Support for carers
- Paying for care: Medway Council
Checked on the council's website, November 2026.
Common questions
- Does Pembroke House provide nursing care?
- Yes. The Care Quality Commission lists Pembroke House as a care home with nursing.
- How many beds does Pembroke House have?
- The Care Quality Commission's register lists 55 beds at Pembroke House.
- When was Pembroke House last inspected?
- The Care Quality Commission's latest rating for Pembroke House was published on 25 August 2026.
- Who runs Pembroke House?
- Pembroke House is run by The Royal Naval Benevolent Trust. It runs 2 services, all in the South East.
- What is Pembroke House's CQC rating?
- Its overall rating from the Care Quality Commission is Requires improvement, published on 25 August 2026.
Contact
- Phone
- 01634 852431
- Address
- 11 Oxford Road, Gillingham, ME7 4BS Map (opens Google Maps)
Compare nearby
Nearest rated Good or Outstanding: Star Care Lodge (Good, 0.1 miles away) and Park View Care Home (Good, 0.2 miles away).
Nearest care homes:
- G Star Care Lodge Good, 0.1 miles away
- – The Shrubbery Not yet rated, 0.2 miles away
- RI Charing House Requires improvement, 0.2 miles away
- G Park View Care Home Good, 0.2 miles away
- G Stuart House Good, 0.2 miles away