- Care home
Norton Lodge
Assessment report published 26 August 2025
Contents
Ratings
Our view of the service
Date of assessment: 14 May to 29 May 2025. Norton Lodge is a residential care home providing personal care to up to 32 people. At the time of the assessment, 22 people were living in Norton Lodge. We undertook this assessment as we took enforcement action following our last assessment when the provider was in breach of the legal regulations in relation to safe care and treatment, meeting nutritional and hydration needs, premises and equipment, good governance, and staffing. At this assessment significant improvements had been made however, we found one ongoing breach relating to good governance. Care plans had been reviewed and rewritten, however, improved systems which been introduced to monitor the quality of people’s care and experiences had not been fully embedded. Further improvements were needed to ensure environmental checks were consistently recorded and records maintained of actions taken.
People were protected from the risk of abuse and had the equipment they needed to be cared for safely. Staff received the training they needed to support people effectively.
Norton Lodge was generally clean and tidy and there was an ongoing plan for refurbishment and redecoration.
Leisure activities had improved, and we observed people being supported to access the local community.
Staffing levels and consistency of staffing had improved since our last assessment. Systems were in place for staff to contribute and share their views about the service. Staff felt more empowered and confident they would be listened to.
Partners who worked with the staff team described significant improvements and told us staff were more proactive and prepared for meetings. Staff were receptive to accepting advice and guidance and adapted their approach with people when needed to ensure people received the care they needed acting upon any advice given.
The service is no longer rated as inadequate overall or in any of the key questions. We have asked the provider for an action plan in response to the ongoing governance concerns found at this assessment.
People's experience of this service
Family members felt people were safe and settled living at Norton Lodge. Friends and family could visit at any time and people knew who to speak with if they had any concerns. Family members told us the provider was open and transparent however, some expressed concerns whether the improvements at Norton Lodge since our last assessment would be sustained. The provider was aware they needed to continue to build up and maintain trust and confidence with people and their families.
Staff were described as kind and caring, and we observed friendly and positive interactions throughout our assessment visits. Most people enjoyed the activities which were available.
People were supported to access other services where needed and received the right level of care to both meet their needs and ensure they were encouraged to maintain their independence as much as possible.