Review from Lauren H (Daughter of Resident) published on 3 June 2021
Submitted via Postal Card • Report

Overall Experience

The staff are always warm, friendly, and kind. The residents seem very well cared for and settled. My Dad isn't lucid at all and seeing him can be so difficult but the staff are incredibly understanding and empathetic. The home has been fantastic with communication and visiting policy updates during

the pandemic. I also love that they have a "Resident of the day" and regularly update social media.

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Review from S S (Wife of Resident) published on 23 May 2021
Submitted via Postal Card • Report

Overall Experience

It seems very good.

Reply from Abein Rajan, Manager at Norbury Hall Residential Care Home

Thank you very much for your review; we will make sure to improve our standards.

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Review from Joseph C (Son of Resident) published on 18 May 2021
Submitted via Postal Card • Report

Overall Experience

Always helpful at the care home and looked after my dad. He has been here for nearly 3 years now and he has been looked after and is happy.

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Review from B B (Niece of Resident) published on 18 May 2021
Submitted via Postal Card • Report

Overall Experience

Happy with my aunt's appearance.
Helpful comments from staff to my questions.

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Review from J S (Son of Resident) published on 19 April 2021
Submitted via Postal Card • Report

Overall Experience

My mum needs more help with physiotherapy and trying to move around on her own. It is nice to see her on the visits and I am looking forward to taking her out when possible.

Reply from Abein Rajan, Home Manager at Norbury Hall Residential Care Home

Dear J S,
Thank you for your kind words. As a team, we will continue to improve our standards. Looking forward to hosting you soon.

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Review from Ashwin P (Sister of Resident) published on 14 January 2021
Submitted via Postal Card • Report

Overall Experience

My sister has been at Norbury Hall care home for one year and 9 months. She has been looked after and cared for well and it is a very clean home. The whole management and staff have looked after my sister and very co-operative.

Reply from Vijay Dhir, Manager at Norbury Hall Residential Care Home

Dear Ashwin
Thank you very much for your feedback. We will make sure to continue with improved quality and care.

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Review from Catherine M (Sister of Resident) published on 1 August 2019
Submitted via Postal Card • Report

Overall Experience

Management - warm welcome. Helpful, answered all my questions. Lovely disposition, pleasant.

Good care, effective. Homely atmosphere.

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Review from Celia C (Cousin of Resident) published on 4 June 2019
Submitted via Website • Report

Overall Experience

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.

Reply from Hima George, Director of Operations at Norbury Hall Residential Care Home

Dear Celia, thank you so much for your response. We will continue to make sure to provide the best quality care. Our team is really working hard for the best in our community. I will definitely acknowledge this during our team meeting. Once again thank you for your encouraging review.

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Review from Antony J (Friend of Resident) published on 2 May 2019
Submitted via Website • Report

Overall Experience

From my first contact with Norbury Hall, I have been impressed with the understanding expressed by the new management team while making the difficult decisions for people who we care for. I have witnessed that a resident came directly from hospital, the manager liaised with the hospital for her arrival

home. The staff are genuinely kind and caring.
The food is good - the residents have a good number of activities.
This home is a good place to be in and I definitely say this is a home away from your home.

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Review from Gail (Daughter of Resident) published on 22 April 2019
Submitted via Website • Report

Overall Experience

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.

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Review from Julie H (Daughter-in-law of Resident) published on 27 September 2018
Submitted via Postal Card • Report

Overall Experience

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.

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Review from Martha A (Granddaughter of Resident) published on 29 June 2018
Submitted via Postal Card • Report

Overall Experience

My grandfather greatly enjoyed his years at Norbury. His room was beautiful and the staff a second family he particularly loved the trips out for coffee and ice cream. It was in the last months of my granddad's life the home truly went above and beyond. My grandad was also clean and smart, hair done

just the way he liked and cosy in his clean room.
I can not fault their care and when he passed the staff cried with us.

Reply from Uma McCluskey, Manager at Norbury Hall Residential Care Home

Thank you SO much for your review, we all miss your Granddad so much, it was pleasure to know your family, you are all so very wonderful. We shall share this review with the entire team.

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Review from James A (Son-in-law of Resident) published on 12 June 2018
Submitted via Website • Report

Overall Experience

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.

Reply from Uma McCluskey, Manager at Norbury Hall Residential Care Home

Thank you so much for your lovely review! I have shared it with all staff, these kind words mean so much to us. Thank you again.

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Review from Deb (Daughter of Resident) published on 21 May 2018
Submitted via Website • Report

Overall Experience

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.

Reply from Uma McCluskey, Deputy Manager at Norbury Hall Residential Care Home

Thank you for your feedback which we have shared with the team. Having looked into your feedback, we can see that your relative wore glasses and did have some sight and was able to partake well in activities. Your relative was able to tell us what they wished to partake in and this was followed by the activity team and this included puzzles. The lounges, library, dining areas to relax in on all floor are accessible to residents living here and are used for group activities, music therapy and family parties regularly. The care staff are equipped to deliver care to the residents and we are sorry to hear that you felt they had not read his care file. We thank you again for your feedback and use it to continually review and improve our services.

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Review from Sheila G (Niece of Resident) published on 30 April 2018
Submitted via Website • Report

Overall Experience

My aunt has been resident at Norbury Hall for four years. In that time I have been very impressed with the quality of care she has received. The staff all seem to genuinely care about the residents and are very helpful. The manager has always had time to speak to me and obviously loves the job she is

doing. There have been a couple of communication issues, but these are minor details.
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.

Reply from Uma Dhir, Deputy Manager at Norbury Hall Residential Care Home

Thank you very much, I shall share this with the team. We shall all miss your Aunt very much.

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Review from Robert C (Uncle of Resident) published on 9 April 2018
Submitted via Postal Card • Report

Overall Experience

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.

Reply from Uma, Reg. Manager at Norbury Hall Residential Care Home

Thanks so much for this lovely review, we shall share it with the team.

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Review from Maggie M (Daughter of Resident) published on 19 March 2018
Submitted via Website • Report

Overall Experience

My mother was a resident at Norbury Hall for two and a half years. Despite our worries that she would never settle, she was always very content there for these reasons:
Caring, attentive staff (with a low turnover which enables continuity) who made sure that Mum's individual needs were met, through

to her End of Life care plan.
Comfortable safe, personalised room and surroundings, including the gardens.
A varied and tasty diet, which she enjoyed.
The kind and patient Activities Team who tailored activities such as knitting, exercises, music, quizzes and crafts to include Mum and help her to socialise with other residents.
Leadership and communication: the management team and seniors were always approachable and professional and kept us informed immediately of any changes or observations they had made about Mum. We were always included in discussions about her needs and care.
I know that Mum was grateful to be treated with respect and affection by the staff. Sincere thanks to you all.

Reply from Uma McCluskey, Registered Manager at Norbury Hall Residential Care Home

Thank you so much for your kind words, we cannot express how much they mean, I shall share them with the entire team and we shall all miss your mother.

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Review from Bob M (Husband of Resident) published on 14 March 2018
Submitted via Website • Report

Overall Experience

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.

Reply from Uma McCluskey, Registered Manager at Norbury Hall Residential Care Home

Thank you so much for such a lovely review, we shall miss her and your visits so much. We shall share this review with the team.

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Review from Pauline P (Relative of Resident) published on 22 January 2018
Submitted via Postal Card • Report

Overall Experience

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.

Reply from Uma McCluskey, R M at Norbury Hall Residential Care Home

Thank you so much for your lovely review, we shall share it with all the team here at Norbury Hall.

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Review from M B (Friend of Resident) published on 1 January 2018
Submitted via Postal Card • Report

Overall Experience

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

Reply from Uma Dhir, Registered Manager at Norbury Hall Residential Care Home

Thank you for such a wonderful review, we shall share it with the entire team.

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Norbury Hall Residential Care Home

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