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 54 people living at Norbury Court. We rated this service under our previous methodology on 15 June 2022, where it was rated requires improvement overall. We carried out this assessment on 27 and 28 February 2024. We looked at all the quality statements under the key questions, Safe and Well-led. We also looked at the following quality statements, Independence, choice and control and Equity in experiences and outcomes. At this assessment we found the provider had not made enough improvements. 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. We found concerns relating to staffing and the quality of care provided at the service. This resulted in breaches of Regulation 9 and 18. The overall rating for this service is ‘Inadequate’ and the service is therefore in ‘special measures’. This means we will keep the service under review and, if we do not propose to cancel the provider’s registration, we will re-assess within 6 months to check for significant improvements. If the provider has not made enough improvement within this timeframe and there is still a rating of inadequate for any key question or overall rating, we will take action in line with our enforcement procedures. This will mean we will begin the process of preventing the provider from operating this service. This will usually lead to cancellation of their registration or to varying the conditions the registration. For adult social care services, the maximum time for being in special measures will usually be no more than 12 months. If the service has demonstrated improvements when we inspect it, and it is no longer rated as inadequate for any of the five key questions it will no longer be in special measures.

People's experience of this service

People and relatives raised concerns about how staff treated people, the staffing levels, and the training of some staff. People had not consistently received person-centred care which promoted their independence, choice, and control. People’s basic rights were not being met because people did not have access to clothes, bedding, and towels due to the problems with the washing machine. People’s mealtime experience required improvement to ensure people were supported appropriately. We received positive feedback about the food provided. However, relatives told us their family members did not always receive snacks or drinks. It was dependent on the staff on duty. Relatives and friends said they could visit when they wished. However, relatives told us it could be challenging to access and leave the building due to staff availability. People were not provided with sufficient meaningful activities, linked to hobbies, interests and culturally relevant.