Normanhurst Residential Home

Updated 26 February 2026

Normanhurst Residential Home is a care home providing accommodation and personal care for up to 23 older people, some of whom live with dementia, physical health conditions and sensory impairments. This assessment took place on 7 and 11 May 2026. At the time of the assessment, 21 people were living at the service.

During the assessment, we identified breaches of regulation relating to good governance. We discussed the concerns with the management team during the assessment to enable them to begin taking timely action.

People’s care and support were based on assessments of need, and staff worked with healthcare professionals to respond to changes in people’s health. However, care planning and review processes were not always consistent. Some care plans lacked sufficient detail about people’s preferences and involvement in decision-making, and records did not always demonstrate people were fully involved in managing risks or planning their care. This limited assurance that care was consistently person-centred.

Systems were in place to manage safety, including incident reporting, safeguarding processes and infection prevention and control. Leaders promoted an open learning culture and incidents, complaints and safeguarding concerns were recorded reviewed and used to inform learning.

The environment was well maintained and appropriate checks were completed to ensure equipment and premises were safe. However, some areas required stronger oversight, including the provision of meaningful activities.

The service was led by an approachable and visible management team who were well regarded by staff. Leaders had introduced quality assurance systems and audits, with evidence of reflection and a willingness to improve. However, governance arrangements were not always effective in identifying and addressing shortfalls promptly. Overall, the provider demonstrated a caring and supportive culture, with committed staff and positive relationships: however further work was needed to strengthen person-centred practice, governance systems and outcomes for people using the service.

Updated 26 February 2026

People had mixed experiences of living at the service. Some people told us they felt settled, safe and supported, while others described feeling unheard or dissatisfied with aspects of their care. Several people told us staff were kind and supportive. Many people said they felt safe and knew who to raise concerns with.

Some people described having control over aspects of their daily routines, such as when to go to bed or what to wear. Some people felt that food and activities did not consistently reflect their individual preferences.During mealtimes, interactions were observed to be limited and support was task‑led, which reduced opportunities for social engagement and a more positive dining experience.

We used the Short Observational Framework for Inspection (SOFI), to understand the experiences of people who were less able to communicate verbally. At times staff engaged positively offering music, sensory items and choices, and using non-verbal communication to check people’s preferences. When this occurred, people’s mood and engagement improved.

Overall, people’s experiences varied depending on how staff engaged with them. Where staff took time to interact in a person-centred way, people responded positively. However, when care became task-focused, particularly at mealtimes, people had fewer opportunities for meaningful interaction and social connection.