Norbury Hall Care Home

What families say

Some families describe finding the staff approachable and friendly when they visit, with team members taking time to chat during different times of day. The activity programme appears to be a particular strength, with residents enjoying trips to the park and visits from therapy dogs.

Based on 15 Google reviews · 0 reviews on carehome.co.uk · most recent 2026-04-10

The eight family priority themes

• Staff warmth72
• Compassion & dignity72
• Cleanliness68
• Activities & engagement60
• Food quality60
• Healthcare68
• Management & leadership70
• Resident happiness68

What inspectors found

Inspected 2022-06-24 · Report published 2022-06-24 · Inspected 4 times in the last three years

• Is this home safe?

  Good

  {"found":"Norbury Hall was rated Good for safety at its May 2022 inspection. The published report does not include specific observations about staffing ratios, medicines management, falls recording, or infection control. The home has two registered managers, which provides some leadership redundancy. The improvement from a previous Requires Improvement rating suggests that whatever safety concerns existed before were addressed to the inspector's satisfaction. No specific incidents or concerns are referenced in the published summary.","quotes":[],"family_meaning":"A Good safety rating after a period of Requires Improvement is a positive sign. It tells you that the home identified problems, made changes, and satisfied inspectors. However, our Good Practice evidence base highlights that safety most often slips at night, when staffing is lower and oversight is reduced. The published findings do not tell you what the night staffing ratio is for 81 residents, and that is one of the most important practical questions you can ask. Families in our review data also flag staff attentiveness (cited in 14% of positive reviews) as a key safety signal they can observe on a visit.","evidence_base":"The IFF Research and Leeds Beckett rapid evidence review found that night staffing levels and agency staff reliance are the two factors most strongly associated with safety lapses in care homes. A home with a Good safety rating but high agency use at night warrants a direct conversation.","watch_out":"Ask the manager to show you the actual staffing rota for last week, not a template. Count the number of permanent carers versus agency staff on each night shift, and ask what the ratio of staff to residents is overnight for 81 beds."}

  Verified by inspectorMentioned, not assessed

• Is the care effective?

  Good

  {"found":"Norbury Hall was rated Good for effectiveness at its May 2022 inspection. The home is registered to care for adults with dementia, learning disabilities, mental health conditions, physical disabilities, and sensory impairments, which implies a broad training requirement for staff. The published inspection summary does not describe specific findings about care plan quality, GP access, medicines administration, or dementia training content. The Good rating suggests these areas met the standard expected by inspectors at the time of the visit.","quotes":[],"family_meaning":"Effectiveness in a care home context means staff know your parent as an individual, care plans are kept up to date, and healthcare is reliably managed. Our Good Practice evidence base identifies care plans as living documents that should be reviewed regularly and updated when your parent's needs change. The inspection does not tell us how often Norbury Hall reviews care plans or whether families are included. Given the home supports people with a wide range of needs, it is worth asking specifically how staff are trained for your parent's particular conditions, and what dementia-specific training every carer completes.","evidence_base":"The Good Practice evidence review found that dementia training for all staff, not just senior carers, is associated with better person-centred outcomes. Homes where training is general rather than dementia-specific tend to struggle when residents' needs increase.","watch_out":"Ask what dementia care training every member of staff completes (not just senior carers), how recently it was updated, and whether you as a family member would be invited to contribute to your parent's care plan review."}

  Verified by inspector

• Is this home caring?

  Good

  {"found":"Norbury Hall was rated Good for caring at its May 2022 inspection. The published report does not include specific observations of staff interactions, quotes from residents about feeling respected, or examples of dignity being upheld in practice. The Good rating indicates inspectors were satisfied that the care culture met the standard. The home's previous Requires Improvement rating and subsequent improvement suggests active attention to how care is delivered, though the specifics are not described in the published summary.","quotes":[],"family_meaning":"Staff warmth is the single biggest driver of family satisfaction in our review data: 57.3% of positive reviews mention it by name, and compassion and dignity together feature in 55.2% of positive reviews. These are things inspectors assess, but they are also things you can observe yourself on a visit. Watch whether staff greet your parent by name, whether they make eye contact and take their time, and how they respond if a resident appears unsettled. The inspection does not give us specific examples from Norbury Hall, so your own observations on a visit are especially important here.","evidence_base":"The Good Practice evidence review found that non-verbal communication, tone, pace, and physical proximity matters as much as what staff say, particularly for people with advanced dementia who may not be able to express distress verbally. Unhurried interactions are a reliable observable indicator of a genuinely caring culture.","watch_out":"When you visit, notice whether staff use your parent's preferred name without being prompted, whether they crouch or sit to speak at eye level, and whether interactions feel unhurried. These are things you can observe without asking anyone."}

  Verified by inspectorResident testimony recorded

• Is the home responsive?

  Good

  {"found":"Norbury Hall was rated Good for responsiveness at its May 2022 inspection. The home is registered to support adults with a wide range of needs including dementia, learning disabilities, and sensory impairment, which implies an expectation of individually tailored care. The published inspection summary does not describe specific activities, examples of person-centred responses to individual needs, or how the home supports residents who cannot participate in group activities. The Good rating indicates inspectors were satisfied with the home's responsiveness at the time of inspection.","quotes":[],"family_meaning":"Responsiveness means the home adapts to your parent as an individual, not just fitting them into a standard routine. Activities are cited in 21.4% of positive family reviews, and resident happiness in 27.1%, making these among the most visible signals of whether a home is genuinely tailored to individuals. Our Good Practice evidence highlights that one-to-one activities are particularly important for people with more advanced dementia who may not be able to join group sessions. The inspection does not tell us what Norbury Hall's activity provision looks like in practice, so ask to see actual activity records from the past month, not just a printed programme.","evidence_base":"The Good Practice evidence review found that Montessori-based approaches and familiar household tasks, such as folding, gardening, or preparing food, provide meaningful engagement for people with dementia in a way that large group activities often cannot. Homes that offer only group activities may inadvertently exclude the people who need engagement most.","watch_out":"Ask to see the activity records from the past four weeks, not the planned schedule. Ask specifically what happens for a resident who cannot join group activities, and whether there is a named person responsible for one-to-one engagement."}

  Verified by inspector

• Is the home well-led?

  Good

  {"found":"Norbury Hall was rated Good for leadership at its May 2022 inspection. The home has two registered managers: Mr Vijay Kumar Dhir, who is also the nominated individual for the provider, and Mr Abein Rajan. The dual manager structure could provide continuity of leadership, but it also raises a practical question about who is present day to day and who staff and residents know as their point of contact. The home's improvement from Requires Improvement suggests leadership was effective in addressing whatever shortfalls had been identified. The published summary does not describe the culture, governance arrangements, or how the management team involves staff and families.","quotes":[],"family_meaning":"Leadership stability is one of the strongest predictors of care quality over time, according to our Good Practice evidence base. A home that has improved from Requires Improvement shows that management responded to scrutiny, which is a genuinely positive signal. However, management (23.4% of positive family reviews) and communication with families (11.5%) are areas where the published findings give us no specific detail. With two registered managers listed, it is worth asking clearly who is in charge day to day, how long each has been in post, and how you would typically hear from them if something changed for your parent.","evidence_base":"The Good Practice evidence review found that homes with stable, visible leadership and a culture where staff feel able to raise concerns consistently outperform homes where management is distant or frequently changing. Staff empowerment and bottom-up communication are markers worth looking for.","watch_out":"Ask which of the two registered managers is present at the home most days, how long they have been in post, and how families are routinely kept informed about changes in their parent's condition or care. A manager who can answer this fluently and specifically is a good sign."}

  Verified by inspector

Source: CQC inspection report →

What the evidence base says

Against the DCC Good Practice in Dementia Care standards, this home’s evidence aligns most strongly on The home cares for adults over 65 with various needs including sensory impairments, physical disabilities, and learning disabilities. They also support residents with mental health conditions.. Gaps or open questions remain on Norbury Hall includes dementia among its specialisms, providing residential care for people at different stages of their dementia journey. — areas worth probing directly during a visit.