Norbury Court

Ratings

• Overall

  Inadequate

• Safe

  Inadequate

• Effective

  Requires improvement

• Caring

  Requires improvement

• Responsive

  Requires improvement

• Well-led

  Inadequate

Our view of the service

Norbury Court is a nursing home providing accommodation and personal care to older people. The service can support up to 60 people. At the time of this assessment, there were 43 people living at Norbury Court. We carried out unannounced assessments of this service on 21 and 23 July 2024. The assessment was prompted in part due to concerns we had received about staff culture and to follow up on action we told the provider to take at our last visit in February 2024. In February 2024 we found concerns about people’s safety and governance. As a result, the service was rated as inadequate and placed in special measures. Since our last visit there had been changes to the senior team with an interim manager and new regional manager recently appointed. Recruitment was also underway for a new Registered Manager. At this assessment we looked at 5 quality statements under the safe key question and 2 under well led. Action had been taken to learn lessons following the last assessment and to implement improvements. However, we found insufficient progress with some concerns from our last visit still in process or not yet actioned. Systems and processes to ensure good governance were improved but not yet robust. We found continued breaches of Regulation 12 and 17 relating to the management of people’s risk, the management of medicines, infection control, and governance of the service. The overall rating for this service remains ‘Inadequate’ and the service remains in special measures. The purpose of special measures is to ensure that services providing inadequate care make significant improvements. Special measures provide a framework within which we use our enforcement powers in response to inadequate care and provide a time-frame within which providers must improve the quality of care they provide.

People's experience of this service

People told us they felt safe and confident they would be treated with understanding if they raised concerns. One person said, “I don’t worry, I feel safe. We’ve got people looking after us. They take care of us.” However, although relatives we spoke to felt their relative was safe we received mixed feedback regarding the quality of support provided. One relative said, “Some staff are quite good, but they are in the minority.” People overall told us they enjoyed the food and were offered a variety of choices. One person told us, “I don’t eat a lot but its smashing.” Another said, “I enjoy the standard of food.” However, one relative told us, “Last week meals were just brought into the lounge and left until they were cold. It’s why I come every day to feed [person].”