Norbury Hall Residential Care Home

As a visitor to this home, I have always found the staff unfailingly pleasant and helpful. It's clear that they care about my relative's well being and they have an excellent relationship with her. Although the building is old, the interior is homely and generally well kept up; bathrooms have recently been upgraded. I understood, during my visit in May, that the home is under new management and this was evident to me in two ways. First, the new managers invited me into their office for a chat both about my relative and the home. Secondly, there had clearly been a considerable effort to spruce up the rooms and improve the general cleanliness.

This home is a good place to be in and I definitely say this is a home away from your home.

Norbury Hall has some strengths. Frontline staff give Mum hugs and care. The activities programme has been of value. The monthly fee is £4608.13. We had no notification of management changes including 4 managers in 8 months. The lack of response to emails continues eg emergency holiday family contact details were ignored. Currently, awaiting a response about two lost valuable rings - they requested images which we sent. Everything since is ignored. Despite promises following a formal complaint in April 2018, we don't know what's on Mum's care plan. We want inclusion. We don't know if staff notice when Mum's tearful, what, or if, she's eaten or been doing. A homely atmosphere would be created with hot drinks available automatically. Seeing our 97-year-old Mum sit waiting for lunch at 11.30 am worries us. Is this necessary? Relatives' meetings and emailed newsletters about changes and events eg residents' Christmas party would be helpful. We are grateful to frontline staff for their support for Mum in her final years.

My mother in law was a resident at Norbury Hall for several years. She was treated with great care and respect the whole time she was there. All the staff and management genuinely care for everyone and when she went into hospital for a spell she was very happy to get back there, like she was going home. Also, I have to say the end of life care she received there was wonderful and the way both she and the family were dealt with helped us through a difficult time. Thank you.

I can not fault their care and when he passed the staff cried with us.

The care given to my father-in-law during his time at Norbury Hall was excellent. He was welcomed as a member of a large extended family and at all times was treated with great respect, care and love. While he had his health he enjoyed many of the activities and outings and loved the garden and park. His room, personalised with his own “bits and pieces” become his new home. The staff were always on hand to help with a reassuring smile. The dignity and care extended to him by the staff towards the end of his life was outstanding! Thank you.

Room was dirty when we checked in, despite being empty for a week or more. Did not have sufficient staff to keep upstairs lounges open so residents kept downstairs, quite distressing for my Dad who is incontinent. Staff did not seem well versed in his care needs and his dedicated care worker clearly hadn’t read his file. Activities, well they gave him a jigsaw to do - he is registered blind. Dad was still in the same clothes three days after admission. Needless to say, he did not stay longer.

There are always activities organised for the residents which cover a wide range of interests. I don’t think my aunt would have better care anywhere.

My nephew is very settled at Norbury Hall, he has put on weight and gets on well with all the staff who are all excellent. I visit him twice a week and he is always in good spirits, thanks mainly to the staff.

I know that Mum was grateful to be treated with respect and affection by the staff. Sincere thanks to you all.

During the months that my wife was resident at Norbury Hall, she receives nothing but the most excellent treatment. Treated as an individual in a friendly way. She was made to feel comfortable, even to the very end and staff were very sympathetic towards myself and the family on her death. Unlike many care homes I have visited, the residents are not left sitting aimlessly watching television but are involved in a variety of activities both physical and mental. Every effort is made to involve even the frailest residents. The care doesn't end with the residents but extends to relatives visiting. Staff are aware of the relationship of the visitor with the resident which is a good indication of personal relationships that develop. I cannot think of any adverse criticism.

The staff are kind, caring and always happy and smiling. My aunt was obviously well cared for and she enjoyed interacting with all of the staff. My aunt enjoyed her food and looked forward to meal times. The standard of cleanliness throughout the home was excellent. The fact that my aunt was happy and engaged in many activities speaks for itself.

Lovely home, beautiful setting and kind, caring staff. I couldn't fault the care given to my friend.

Norbury Hall is a genuinely lovely place, it is warm and cosy and has the feel of family on arrival. You are always welcomed by the caring staff and the managers are nice and friendly. I wouldn't hesitate to recommend this care home to anyone, I am so pleased I found it for my relative. The home is in the middle of the Park which the activity ladies take the old people out to as well to the coffee shop around the corner. They have a lot going on here and I really enjoy visiting. Thanks to you all, we really appreciate it.

Security is paramount. Unannounced visits are welcomed and the manager is very professional without losing the kind touch.

My husband and I had been looking for a care home for his mother for 3 months, we have had pressure on us from the hospital to move her. The manager and the team were kind, patient and gave us advice (that even our social worker did not give us), she explained the process and was very quick to assess my mother in law. She has moved in and is very settled, they provide Asian food and have many Asian staff. I would recommend Norbury Hall Care Home to anyone.

I needed to find a home for respite for my father and I thought that this home would be a fantastic choice. I met the owner who made all the promises of how great her home is and that the care that they provide is of a high standard. Needless to say over the next few days it just went down, from simple instructions as to what he can eat to washing requirements and hygiene...what a disappointment!!

My mother was admitted to the service and from the beginning, the staff team were so supportive and kind. The managers are very approachable and invited me to attend meetings and reviews. I would recommend this home to anyone looking for that bit extra in a care home. It has a lovely family feel and atmosphere. I met the owner who was really lovely, it's such a relief to know mum's safe.

The staff are wonderful and attentive, the place is clean and doesn't smell. They took great care of my mother. There were weekly activities and outside people that came in weekly to do haircuts, massage, pedicure and manicures (all at an additional cost). There's a garden and off road car parking and they are very flexible on visiting hours as well as always available on the phone.

My Mother has been a resident for nearly a year. I make a point of taking her out at least once a week for walk in the park or family time. Whether she has been up or down for our time together, she has always been positive about her return to Norbury Hall giving no negative indications. She had a heart problem last October which was dealt with instantly and professionally. Following a few days in hospital, she has been supported at Norbury Hall since to a level which leaves me with no concerns. The management are readily available and supportive on all matters like Attendance Allowance and hospital appointments and approachable on any issues of concern to help find resolutions.