Norlands Nursing Home

Updated 3 June 2026

Date of assessment 10to 16 June2026.

Norlands nursing home provides personal care and treatment for up to 21 people. At the time of assessment, 16 people lived at the service, including 13 who required nursing care. Many people were living with dementia. The service supported adults aged over 65 with a range of needs.

The service benefited from strong, visible leadership. Managers were regularly present in the home, led by example and provided support to people, relatives and staff during significant life events.

Effective governance systems monitored quality and safety, and regular audits identified themes, drove improvement and promoted learning. Managers sought feedback from people, relatives and staff and used it to improve the service.

Safe recruitment processes were in place, and staffing levels were regularly reviewed. Staff knew people well, including their needs, preferences and personal histories, which supported consistent, personalised care.

Staff reported having enough time to complete their duties and felt supported by colleagues and managers. They had access to the information needed to support people safely and spoke positively about their roles and the service.

Medicines were largely managed safely. Nurses received appropriate training and competency assessments. We identified minor medicines errors during the assessment. The registered manager responded immediately by introducing daily and weekly monitoring checks, which were fully implemented the same day. The provider later submitted evidence of their effectiveness. A new electronic system had also been procured, and this will further reduce the risk of errors.

Although there had been no recent safeguarding referrals, managers and staff understood safeguarding responsibilities and reporting processes. Staff received regular training and knew how to recognise, respond to and escalate concerns.

People received person-centred care. Care plans reflected individual preferences and were reviewed regularly to ensure they remained up to date. People received home-cooked meals that met their preferences and dietary needs, including well-presented modified diets that supported enjoyment of meals.

Updated 3 June 2026

People and their relatives spoke positively about the service and the care provided. People told us they felt safe, well cared for and supported by kind and caring staff. Where people could not verbalise their views, we observed their experiences and interactions with staff. These people appeared calm, relaxed and comfortable in the presence of staff, and staff engaged with them in a positive and respectful manner.

One person told us, “The staff are brilliant they actually care, they really care”. Another person told us, “She’s lovely her” as a manager left the room and pointed to a nurse and said, “I like him”. When asked whether they felt safe, another person told us, “Definitely yes… I'm well looked after I feel safe here.”

Relatives were overwhelmingly positive about the service and did not provide any negative feedback. They consistently described the service as caring, well managed and responsive to people's needs.

One relative told us, “Yes, it is a lovely home with a heart and soul, and it is very well managed. I’ve worked in many homes and never seen anywhere like here, hence why I picked it for (relative). The owner is in every day and works late – she is very dedicated and generous – giving presents to the residents at Christmas and Easter. The manager (name) she’s so kind.”

Another relative told us, “(Relative) was in residential care… before coming here when their needs changed. We looked at 10 different nursing homes, and this was the only one that had the standards we were looking for and they deliver them. I can’t think of anything I would change, and I would recommend this home.”