Your fees cover several areas while in their care.
These services are: Personal care, accommodation,
utilities, use of communal areas, meals, drinks and
snacks, laundry (excluding dry cleaning),
housekeeping, maintenance and activities run by the
home.
Services NOT included in price are: dentistry, chiropody,
physiotherapy, occupational therapy, opticians, hairdressing,
medications, toiletries, clothing, newspapers/magazines.
During your stay, you may need to purchase additional goods
and services. If they are able to provide such goods and
services, they will tell you how much these goods and services
will cost and they expect that you will pay for these goods and
services at the time you request them.
They can accompany loved ones to private appointments,
however the fee attached to this is £21 per hour. Where private taxi
services are used for transportation to appointments the cost should
be paid for by yourself.
Whitefriars has a Review Score of 9.7 (9.741) out of 10, based on 15 reviews in the last 2 years. Over all time Whitefriars has 73 reviews.
Review from Peter W (Son of Resident) published on 23 March 2017
Submitted via Website •
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Overall Experience
5.0 out of 5
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Review from S L (Wife of Resident) published on 15 March 2017
Submitted via Postal Card •
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Overall Experience
5.0 out of 5
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Review from Monica I (Daughter of Resident) published on 29 September 2016
Submitted via Website •
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Overall Experience
4.0 out of 5
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Review from L D (Daughter of Resident) published on 22 March 2016
Submitted via Postal Card •
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Overall Experience
5.0 out of 5
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Review from Valerie P (Resident) published on 22 March 2016
Submitted via Postal Card •
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Overall Experience
4.0 out of 5
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Review from Pete F (Son of Resident) published on 21 March 2016
Submitted via Postal Card •
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Overall Experience
5.0 out of 5
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Review from Paul T (Son-in-law of Resident) published on 15 February 2016
Submitted via Postal Card •
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Overall Experience
5.0 out of 5
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Review from Christine P (Daughter of Resident) published on 22 January 2016
Submitted via Postal Card •
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Overall Experience
4.0 out of 5
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Review from R F (Resident) published on 14 January 2016
Submitted via Postal Card •
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Overall Experience
4.0 out of 5
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Review from Shirley J (Daughter of Resident) published on 24 September 2015
Submitted via Postal Card •
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Overall Experience
3.0 out of 5
Reply from Joanne Barnett, Home Manager at Whitefriars
Thank you for your review and we appreciate your comments. I am sorry that your Mum has had some problems with meals and would like to reassure you that I have taken steps to address this with the chef so that the kitchen team is fully aware of the foods she most likes and dislikes. I can also confirm that cheese and biscuits are always available and the care team will ensure that they bring this to your Mum’s attention each day. We will also explore the possibility of providing her with specially adapted cutlery to assist her; the care team is aware that your Mum may need some help with her cutlery, although you will understand that we do also have to respect our residents’ wishes with regard to support. Next time you are visiting, I would be happy to discuss with you and your Mum the issue you raise regarding private money and the security implications of this, so that we can resolve the matter to your Mum’s satisfaction.
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Review from Jessie (Daughter of Resident) published on 4 September 2015
Submitted via Postal Card •
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Overall Experience
4.0 out of 5
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Review from Averil F (Daughter of Resident) published on 2 September 2015
Submitted via Postal Card •
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Overall Experience
4.0 out of 5
Reply from Joanne Barnett, Home Manager at Whitefriars
Thank you very much for this review. I am really pleased that you have seen some improvements following your previous comments and will pass this on to my team, who I am sure will appreciate what you have said. I am delighted to have now started as Home Manager at Whitefriars and will look forward to meeting you on one of your future visits to the home.
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Review from Margaret M (Wife of Resident) published on 24 August 2015
Submitted via Postal Card •
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Overall Experience
3.0 out of 5
Reply from Caroline Alford, Area Operations Manager at Whitefriars
Thank you for your review, which is appreciated. I hope you will be reassured to know that, after a transitional period, we have a new full-time Home Manager taking up her position on 24 August. I am sure, therefore, that you will see an improvement when you next use our services. We look forward to seeing you again.
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The Review Score of 9.7 (9.741) out of 10 for Whitefriars is based on a) the Average Rating and b) the number of positive Reviews.
a) The Average Rating is 4.7 out of 5 from 15 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.
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 4.741 for Whitefriars is calculated as follows: ( (128 Excellents x 5) + (40 Goods x 4) + (2 Satisfactorys x 3) ) ÷ 170 Ratings = 4.741
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 Whitefriars 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 57 registered maximum number of service users is 11.4, 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.
Date: 9 Nov 2019
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Care Quality Commission is responsible for the registration and inspection of social care services in England.
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Job Title: Home Manager
Joined: 2018
Shelly joined The Orders of St John Care Trust as Care Services Manager for Apple Trees in 2016 before being appointed Home Manager at Whitefriars in 2018.
Shelly has had a long career in care and spent several years working in Spain before returning to the UK to continue her career. In her spare time, she enjoys cooking and spending time with her family.
She says that her door is always open and invites families to pop in, say hello and share celebrations or concerns.
