Balmoral Court Care Home in Byker, Newcastle upon Tyne, has demonstrated a wide range of improvements since a critical inspection that led to a previous manager's registration being cancelled. However, Care Quality Commission (CQC) inspectors said concerns still remain in some areas of care.
Previous inspections and concerns
Balmoral Court, operated by Crown Care, was inspected twice in 2025 and told to improve on both occasions. On the second inspection, the CQC team highlighted that it had been called in after being made aware of an incident following which a person using the service sustained a serious injury.
The earlier inspection found that a previous manager regularly employed nurses who were being investigated by the NMC, had warnings or restrictions imposed.
Recent inspection finds improvements
An inspection between July 15 and August 3 this year found serious improvements. The inspection team wrote: "At this inspection a wide range of improvements had been made, and the provider was no longer in breach of regulations other than ones relating to medicine management and good governance."
Albeit a wide range of improvements had been made to the medication management and the treatment rooms were now clean, and issues such as out-of-date equipment and dirty treatment rooms had been resolved. There continued to be issues with the administration of medicine.
While "on the whole", risk assessments were now in place, the CQC said: "We discussed where these could be enhanced and improved, which the manager acted upon."
Staff and resident feedback
Staff feedback had also improved. The inspection team reported: "Many staff described improvements since the current manager took over and said they felt supported, listened to and able to raise concerns."
Staff spoke positively about the person-centred approach taken within the service and said people were treated with dignity and compassion. However, some staff expressed concerns about staffing levels and the pressure this could place on the team at busy times.
CQC inspectors also reported that people living at Balmoral Court had noticed the difference. "People consistently described staff as kind, respectful and responsive. They told us the service had improved and that the new management team listened to them, acted on concerns and helped create a more positive environment."
One person was quoted as saying: "It is a completely different home now the old manager has gone. The new manager listens to you, and I’m not frightened to speak to them." Another person said, "It’s lovely here now, the staff are so much nicer now."
Crown Care was approached about the most recent inspection. The firm has not responded; however, last year a spokesperson said the home management had been "committed to transparently addressing" issues and prioritising wellbeing of those living there. They added: "The new manager is fully committed and has made significant progress, working hard to implement and embed improvement within the service."
"Our residents remain our top priority, and we are dedicated to learning, growing, and achieving the latest Care Standards. Open dialogue is encouraged with all stakeholders, and regular updates on our progress are provided. Balmoral Court remains committed to delivering compassionate, person-centred care."
