Florence House

Porthill Bank, Porthill, Newcastle-under-Lyme ST5 0AE
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9.5 39 Reviews
  • Florence House, Newcastle-under-Lyme
Florence House has thirty-six comfortable bedrooms and a highly-qualified team of carers, experienced and thoroughly resourced to specialise in both residential and dementia care.

Located in Porthill, Newcastle-under-Lyme, long-term and short-term stays are available from a team that take pride in their community reputation and adherence to regulatory requirements.

High care standards are practised within a loving environment that supports personal freedoms, an active lifestyle and engagement with meaningful lifelong activities.

Facilities include an on-site salon, sensory garden, WiFi throughout and televisions with DVD player in every bedroom.

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Care Provided by Florence House

  • Primary Care Categories
  • Dementia
  • Mental Health Condition
  • Older Person Care
  • Physical Disability
  • Respite Care
  • Sensory Impairment
  • Care Types Provided
  • Dementia Residential Care
  • Residential Care
  • For a maximum of 38 Service Users
  • Privately Owned
  • Care Offered
  • Alzheimer's
  • Other Care Provided
  • Convalescent Care
  • Day Care
  • Own GP if required
  • Palliative Care
  • Separate Specialist Dementia Care Unit

Good to Know

  • Person in charge
  • Beverley Hope (Manager)
  • Admission Criteria
    • Ages 50+
  • Room Information
    • Single Rooms (34)
    • Couples/Companion Rooms (2)
    • Single Rooms with ensuite Wet Room (3)
  • Care Home Design/Build
    • Purpose Built: Yes
    • Number of floors: 2

Funding & Fees Guide for Florence House

  • Funding Types Accepted
  • Self funding (Private)
  • Local Authority with Top-Up
  • Local Authority
  • NHS Continuing Healthcare (CHC) Funding
  • Weekly Charges per Person
    • Self-Funded Residential Care £950 – £1,200
    • Self-Funded Residential Dementia Care £950 – £1,200
    • RESPITE Self-Funded Residential Care £950 – £1,200
    • RESPITE Self-Funded Residential Dementia Care £950 – £1,200
  • (these prices are only a guideline, please contact Florence House to find out the exact price for your requirements)

Facilities

  • Close to Local shops
  • Gardens
  • Lift
  • Minibus or other transport
  • Near Public Transport
  • Own Furniture if required
  • Pet Friendly (or by arrangement)
  • Residents Internet Access
  • Television point in own room
  • Wheelchair Access
  • Visiting

  • If wishing to visit Florence House, please call ahead. However, no appointment is necessary.


    The home has regular events that everyone is welcome to attend. These can be found on the Facebook page or on the activities calendar in the home.


    When entering the home please sign into to Florence House's visitor book and ensure to wear one of the visitor's lanyards available in the reception area.


  • Parking

  • Free on-site car parking facilities which are located to the side of the building, with two entrances just off Porthill Bank.


Florence House Reviews (39)

Total of 39, showing 1-20
9.5

Florence House has a Review Score of 9.5 (9.529) out of 10, based on 16 reviews in the last 2 years. Over all time Florence House has 39 reviews.

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Review from S B (Daughter of Resident) published on 19 March 2025
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Found all the staff that I have come into contact with very pleasant and informative relating to the care home practice and care of all the residents. Any requests I have made they have all tried to implement which is much appreciated.

Reply from Beverley Hope, Manager at Florence House

Thank you for taking the time to complete a review and for your positive comments which will be shared with the team here at Florence House


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Review from J B (Daughter of Resident) published on 3 March 2025
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My relative has been living at Florence House for 17 months. He settled into living in a community. Although he and I were anxious to start with. He is well cared for and importantly has built up a rapport and trust with the whole care team. I know he is safe and has support 24/7. Florence House is
not much to look at from the outside, but the life inside is wonderful. Activities every day and care every minute.

Reply from Hannah Walker, Deputy Manager at Florence House

Thank you for your kind review and comments. I will pass on your compliments to our staff team.


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Review from Julie B (Friend of Resident) published on 3 February 2025
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My friend has been a resident of Florence House since June 2024. I must admit I had reservations about the care home, looking at reviews mostly were not positive. What a change, the staff are lovely, sensitive and caring, and her room is airy and spacious. The food is plentiful and served in a family
atmosphere. She is encouraged to join in all the activities and the Christmas activities were joyous.

Reply from Beverley Hope, Manager at Florence House

Thank you for your positive feedback and kind words which we will share with the team at Florence House.


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Review from Jennifer W (Friend of Resident) published on 20 January 2025
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My friend as been in the care of Florence House since July 2024 and I have nothing but admiration, dedication and support she is receiving. All the staff from the management, care staff, activities coordinator and all domestic staff provided 100% plus to each individual resident. On all of my visits
nothing is too much if I my friend require anything. I have attended some fairs and entertainment and the participation from the staff encouragement to all the residents was excellent. I enjoy all my visits and the staff make you feel very welcome. I would highly recommend Florence House to anyone who required a relative in care.

Reply from Philip Morris, Director at Florence House

Thank you so much for such wonderful feedback. We are very happy that you feel this way about how our team are working. We will share your kind words with our staff.


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Review from J W (Friend of Resident) published on 15 January 2025
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Florence House is the best thing that has happened to my friend. She is happy content and safe. Great meals are provided excellent company. The staff are amazing with the residents, so loving and caring.

Reply from Philip Morris, Director at Florence House

Thank you for your kind words. We are very pleased that your friend has settled in at Florence House and that our team have made a significant difference to her life. We will share your comments with the team.


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Review from Debbie K (Daughter of Resident) published on 30 December 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Mum can be very awkward and demanding which takes a lot of patience and care which staff are supplying in abundance. The room she is in is lovely. She is looked after very well.

Reply from Beverley Hope, Manager at Florence House

Thank you for your positive review and kind words which we will share with the team.


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Review from Alex F (Son of Resident) published on 18 October 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Couldn't ask for anything better from the staff with support, lovely and respectful.

Reply from Vanessa Bailey, Administrator at Florence House

Thank you for your kind words, your comments will be shared with the team, many thanks.


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Review from U K (Granddaughter of Resident) published on 4 December 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 3.0 out of 5

Some improvement but could use some more changes.
Difficult to park car.
Found urine in room but was sorted when mentioned to manager.
Rooms could use a lick of paint from wear and tear.
Wardrobe doesn't close. But other than these few changes, good experience. Would like to be informed when my
nan needs toiletries.

Reply from Philip Morris, Director at Florence House

Thank you for your feedback. We are always working on improving the environment internally and externally, though at times it can be difficult to decorate a room when someone is in there and some people do not want their room to be changed. We are more than happy to decorate your nan’s room, can you let us know which room it is by speaking to our management and we will get this dealt with right away as with the wardrobe repair. We can also deal with ensuring you are communicated with when toiletries run low.
Please feel free to pop in and have a chat and we will get all these points resolved quickly.
We would also like to discuss with you how we are able to improve the overall experience for you and your nan, looking forward to hearing from you soon.


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Review from Patricia R (Sister of Resident) published on 13 November 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

My experience of Florence House Care Home has always been very satisfactory. The care has always been very good.

Reply from Vanessa Bailey, Office Administrator at Florence House

Thank you, Patricia, for your comments, I will pass on your comments to the team.


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Review from Sandra H (Sister of Resident) published on 25 October 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Cosy, comfortable, very caring staff.
Very happy with my sister's care.
Wonderful place to live.

Reply from Vanessa Bailey, Manager at Florence House

Hello Sandra, thank you so much for your kind words and your five-star review of Florence House; this will be shared with the team.


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Review from B K (Partner of Resident) published on 25 October 2023
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

I can’t fault the home or the staff. All the time that I have been visiting my partner, everyone has been both polite, helpful and the attention that they have given my partner has been excellent. The overall condition of the home is very good and clean. The extra activities are very good, bringing
in young children and also people coming in to encourage singing, relating to the age of the residents. The encouragement given to my partner with regard to doing jigsaws and word searches has been very positive.

Reply from Vanessa Bailey, Office Administrator at Florence House

Good morning, thank you for your lovely words, I will pass on your comments to the team at Florence House.


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Review from Julie H (Daughter of Resident) published on 25 October 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I’ve always been very happy with my mother's care since she came into the home. If I’ve ever had concerns or issues, I’ve always felt that I can approach any member of staff or management and they’ve always dealt with or taken on board what I’ve spoken to them about. The staff are very friendly and
are really good with my mum.

Reply from Vanessa Bailey, Office Administrator at Florence House

Hi Julie - thank you for your lovely words, I will pass on your comments to the team at Florence House.


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Review from Colin B (Son of Resident) published on 18 October 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Our mum arrived here. at Florence House Care Home. in April 2022. The staff are always most helpful and work tirelessly to maintain high standards of care for the residents. We have experienced times, following a change in Mum’s mood swings (caused through this awful dementia disease), where the staff
will take the time to sit with Mum and chat with her to provide much-needed reassurance.
The staff create a warm and friendly atmosphere for all the residents. They organise daily activities and events for the residents to participate in, Mum particularly likes joining in with the bingo and colouring activities and also joining in with the singing events.

Reply from Vanessa Bailey, Office Administrator at Florence House

Hello Colin - thank you for taking the time to express your kind words, we will pass this on to the team.


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Review from Kerry D (Daughter of Resident) published on 16 October 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Cannot fault the care home at all, when my mum came here in April 2022 she was not eating, was a size 6 and it was a struggle to get her interested in anything. Eighteen months later, she is eating (says the food is lovely) and is nearly a size 14. Being told our mum had to go into care was very distressing
but we now realise it was the best thing we did, she is flourishing and loving life again. The staff are all amazing and go above and beyond every day.

Reply from Vanessa Bailey, Office Administrator at Florence House

Hi Kerry, thank you so much for your kind and lovely words and also your five-star review of Florence House, this will be shared with the team.


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Review from Christopher B (Son of Resident) published on 11 October 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I would recommend Florence House to anyone who has dementia and people who cannot look after themselves. My mum looks forward every Friday morning to having her air done by the hairdresser. She also loves playing bingo and colouring in.

Reply from Vanessa Bailey, Office Administrator at Florence House

Hello and thank you for taking the time to review us and that you would recommend Florence House, we will ensure your kind words are passed on to our team.


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Review from Barbara M (Daughter-in-law of Resident) published on 6 October 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Our mother came to Florence House in the beginning of June this year. She took a couple of weeks to settle in but she has thrived ever since, the activities that they do are really good for her and keep her mind busy, the staff are so good and really care for her and all of the other residents, so pleased
that we chose Florence House.

Reply from Philip Morris, Director at Florence House

Thank you so much for your kind words, and your five star review of Florence House, this will be shared with the team.


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Review from H S (Cousin of Resident) published on 3 May 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Both of my cousins are happy and settled. They have improved physically since being in Florence House as they are well looked after and their nutrition and hydration is monitored. I feel they are in a safe environment. The staff keep me updated and I have no concerns about them.

Reply from Julie Peksen, Manager at Florence House

Thank you for taking the time to review us, we are all happy you feel this way. Thank you for your kind words, and I will ensure to pass this onto our team.


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Review from M S (Husband of Resident) published on 27 April 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Always kept informed about my wife's health and wellbeing. Very respectful to me when I ring or visit.

Reply from Julie Peksen, Manager at Florence House

Thank you for taking the time to express your kind words, we will pass this on to the team.


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Review from K B (Daughter-in-law of Resident) published on 28 March 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother-in-law has been exceptionally cared for over the difficult times of late Covid. The Manager has always got time to speak to us and is so caring to all the residents that are in her care. Very lovely staff members as well and the improvements that have recently been done are excellent.

Reply from Julie Peksen, Manager at Florence House

Thank you so much for your kind words from myself and the staff team at Florence House.


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Review from M L (Sister of Resident) published on 16 March 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Very happy with the service provided. Knowing that my brother is safe, secure and well looked after by friendly staff.

Reply from Philip Morris, Director at Florence House

Thank you so much for your kind words. We are working on the areas you suggest need improvement and hopefully you will see those imminently.


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Current Review Score: 9.5 (9.529)

Overview of Review Score

The Review Score of 9.5 (9.529) out of 10 for Florence House is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.5 out of 5 from 16 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 15 positive Reviews in the last 24 months.

Detailed Breakdown of Review Score

The maximum Review Score for a Care Home is 10, which is made up from the Average Rating of Reviews (maximum of 5 points) and the Number of Reviews (maximum of 5 points) in the last 24 months:

  • a) 5 Points are available for the Average Rating from all Reviews in the last 24 months.

    The Average Rating of 4.529 for Florence House is calculated as follows: ( (112 Excellents x 5) + (62 Goods x 4) + (13 Satisfactorys x 3) ) ÷ 187 Ratings = 4.529

  • b) 5 Points are available for the number of Positive Reviews in the last 24 months. A Positive Review is defined as any Review with an 'Overall Experience' of '4' or '5' (out of a max rating '5').

    The 5 Points relating to the number of positive Reviews for Florence House is based on 15 positive Reviews in the last 24 months and is calculated as per below:

    The 5 points available are broken down as follows:

    • i) 4 points are available for the first 10 Positive Reviews in the last 24 months; 3 points for the first Positive Review, and then 0.125 Points for each of the next four Positive Reviews and then 0.1 Points for the next five Positive Reviews. (1st = 3.000, 2nd = 0.125, 3rd = 0.125, 4th = 0.125, 5th = 0.125, 6th = 0.100, 7th = 0.100, 8th = 0.100, 9th = 0.100, 10th = 0.100) 3 + 0.125 + 0.125 + 0.125 + 0.125 + 0.1 + 0.1 + 0.1 + 0.1 + 0.1 = 4

    • ii) 1 point is available for the number of Positive Reviews reaching 20% of the registered maximum number of service users in the last 24 months. If this number is partially reached, then that proportion of 1 point is given. eg a Care Home registered for a maximum of 50 service users has to reach 10 Positive Reviews to receive 1 point, if it has 7 reviews it will receive 0.7 points. 20% of the 38 registered maximum number of service users is 7.6, which has been reached with 15 Positive reviews. Points = 1

  • When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.

  • If a Care Home does not have a review in the last 24 months, then it will not have a Review Score.

Performance

Care Quality Commission (CQC) Rating

Date: 14 May 2022

Overall
Good

  • Caring

    Good

  • Effective

    Good

  • Responsive

    Good

  • Safe

    Good

  • Well-led

    Requires improvement

Care Quality Commission is responsible for the registration and inspection of social care services in England.

View Latest Report

Bed Vacancies

Please Contact Us for Latest Vacancies

Awards / Recognitions (1)

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Meet the Team (1)

Julie

Julie Peksen

Job Title: Registered Manager

Our registered Manager is Julie Peksen


Julie started her career in retail and moved into the Health and Social Care sector where she has worked for over 25 years. Julie initially supported people with Learning Disabilities and then moved to a resettlement service working with people who have more complex needs including physical and learning disabilities, She worked her way to become a senior and then got a position as a manager supporting people within the community care services where she managed 3 different services at the same time.


Julie has also had the experience of setting up a service aimed at transition-aged individuals supporting them in their own homes to be independent. This service was expanded with Julie’s oversight to include another home which included mental health and learning disabilities.


Julie has her RMA Level 4 qualification and has ensured all her training is up to date so she has the current knowledge required. Julie has more recently transferred her vast experience and skillsets within the care sector to residential care where she has managed Florence House for the past two years within Safe Harbor.


Julie has an open door policy with a leadership style of nurturing and supporting staff to extend skills and knowledge but also support personal growth. Julie empowers staff, relatives and residents to access what they need and adapts services to meet changing needs and aspirations of all.


Julie would describe herself as having a calm approach and finding solutions to any challenge that she is faced with. She feels this calm approach supports residents and staff to receive what they need and wish.


Frequently Asked Questions about Florence House

What types of Care is Florence House registered for?

Older Person Care, Dementia, Respite Care, Mental Health Condition, Physical Disability & Sensory Impairment are the registered (by the Care Quality Commission) categories of Care.

What additional types of Care does Florence House provide?

Palliative Care, Day Care, Convalescent Care, Separate Specialist Dementia Care Unit & Own GP if required are other types of care provided.

How many Rooms does Florence House have?

There are 34 Single Rooms and 2 Couples/Companion Rooms.

What are the Facilities & Services at Florence House?

Own Furniture if required, Pet Friendly (or by arrangement), Close to Local shops, Near Public Transport, Minibus or other transport, Lift, Wheelchair Access, Gardens, Television point in own room & Residents Internet Access are some of the Facilities & Services.

How far is Florence House to the centre of Newcastle-under-Lyme?

2.0 mile(s) as the crow flies, distance by road may be significantly further.