Norfolk House

39 Portmore Park Road, Weybridge KT13 8HQ
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9.8 109 Reviews
  • Norfolk House, Weybridge
Norfolk House in Weybridge, Surrey, is a purpose-designed care home providing personalised residential care, short-term respite care, expert nursing care and specialist dementia care for older people, including those with physical disabilities.

The home offers communal areas and facilities where residents can relax, socialise and carry on pursuing hobbies or discover new interests, including a hairdressing salon, library, reminiscence room and landscaped garden with a beautiful pergola.

Every resident’s room at Norfolk House is en-suite, tastefully decorated and includes comfortable furnishings. Residents are welcome to arrange their rooms however they wish, and can bring their own possessions to help them feel completely at home.

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Care Provided by Norfolk House

  • Primary Care Categories
  • Dementia
  • Learning Disability
  • Mental Health Condition
  • Older Person Care
  • Physical Disability
  • Respite Care
  • Younger Adults
  • Care Types Provided
  • Dementia Nursing Care
  • Dementia Residential Care
  • Nursing Care
  • Residential Care
  • For a maximum of 76 Service Users
  • Privately Owned
  • Care Offered
  • Alzheimer's
  • Bariatric Care/Obesity
  • Bipolar/Manic Depression
  • Cancer Care
  • Cerebral Palsy
  • Challenging Behaviour/Psychosis
  • Down Syndrome
  • Drug Dependence (past or present)
  • Epilepsy
  • Head/Brain Injury
  • Hearing Impairment
  • Huntington's Disease
  • Motor Neurone Disease
  • Multiple Sclerosis
  • Muscular Dystrophy
  • Neuropathic
  • Parkinson's Disease
  • Profound & Multiple Learning Disabilities
  • Schizophrenia
  • Speech Impairment
  • Spina Bifida & Hydrocephalus
  • Stroke
  • Visual Impairment
  • Other Care Provided
  • Convalescent Care
  • Palliative Care
  • Physiotherapy

Good to Know

  • Person in charge
  • Sabu Prothasis (Home Manager)
  • Admission Criteria
    • Ages 55+
  • Room Information
    • Single Rooms (64)
    • Couples/Companion Rooms (6)
    • Single Rooms with ensuite Wet Room (64)
  • Care Home Design/Build
    • Purpose Built: Yes

Funding & Fees Guide for Norfolk 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 from £1,649
    • Self-Funded Residential Dementia Care from £1,739
    • Self-Funded Nursing Care from £1,889
    • Self-Funded Nursing Dementia Care from £1,979
    • RESPITE Self-Funded Residential Care from £1,856
    • RESPITE Self-Funded Residential Dementia Care from £1,949
    • RESPITE Self-Funded Nursing Care from £2,099
    • RESPITE Self-Funded Nursing Dementia Care from £2,189

  • Fees are subject to a pre-admission needs assessment which is required to fully understand the level
    of care and support required by each individual. Premium rooms normally require an additional charge.
    Nursing fees include the Funded Nursing Contribution (FNC) if you are eligible.


    What’s included?
    • All care and support including a monthly review of care plans
    • All meals, snacks and drinks freshly prepared every day by our chef
    • Access to landscaped gardens
    • Activities and lifestyle programme
    • All utilities and other accommodation costs
    • Housekeeping and laundry services
    • WiFi internet access


    Please note, the weekly fee does not include hairdressing, chiropody or other healthcare visits or
    appointments not covered by the NHS, toiletries, newspapers or magazines, any over the counter
    medications that a GP wouldn’t normally prescribe such as paracetamol and indigestion relief, and any
    other privately arranged healthcare. Should you require an escort to hospital appointments, we may apply
    an agreed hourly charge for this service.
  • (these prices are only a guideline, please contact Norfolk House to find out the exact price for your requirements)

Facilities

  • Close to Local shops
  • Gardens
  • Lift
  • Minibus or other transport
  • Near Public Transport
  • Phone Point in own room
  • Residents Internet Access
  • Smoking not permitted
  • Television point in own room
  • Wheelchair Access

Norfolk House Reviews (109)

Total of 109, showing 81-100
9.8

Norfolk House has a Review Score of 9.8 (9.795) out of 10, based on 39 reviews in the last 2 years. Over all time Norfolk House has 109 reviews.

Overall Experience

  • 78
  • 29
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Date Published

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Review from Anne B (Daughter of Resident) published on 27 June 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Generally speaking I am pleased with the care at Norfolk House and certainly, most of the full-time staff are wonderful and very caring.
The rooms are a good size and all with ensuite bathrooms, which is very good.
All in all, I would not hesitate to recommend it to others.

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Review from S O (Sister of Resident) published on 14 June 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The staff at Norfolk House are so patient with the people there and so polite. When a new resident arrives the staff will give them a warm welcome and they will be looked after with kindness.

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Review from R R (Niece of Resident) published on 25 April 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I am very happy with all the services received at the care home.
All the staff are very friendly, caring and welcoming.
Great staff and great facilities.
Rooms are of a high standard.
My uncle enjoys staying here.

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Review from C M (Regular Volunteer) published on 13 April 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

I visit as part of the team from St James' Church, helping in communion services and services tailored to suit residents with dementia.
The staff always appear to be very aware of each individual's needs and they treat the residents with care and respect.
Both residents and staff welcome my little
dog too.
The communal areas appear clean, bright and attractively decorated and having access to the garden is welcoming.
Not knowing any residents on a personal level I am not able to comment on all areas.
I will add that the activities manager is very committed to making residents feel comfortable and happy.

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Review from Clare S (Daughter of Resident) published on 29 March 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My father received excellent care during his 2.5month stay. The staff were all extremely professional, kind and friendly and my father felt comfortable and cared for at all times.
All meals were excellent with plenty of choice. His room was always clean and the laundry services were very handy.
I
wouldn't hesitate to recommend Norfolk House to friends and family should they require care.

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Review from Katie D (Daughter of Resident) published on 10 January 2017
Submitted via Website • Report

Overall Experience  Overall Experience 1.0 out of 5

My father has dementia and came here for respite and when he had to be taken into a care home.
We could not get him out of the home quick enough, it is not set up for dementia care, he was frustrated and we found him wandering in the grounds near the road.
The staff were lovely, but the set up is
not, there is nowhere for residents to go, no outside space, no dignity.
Do not recommend for dementia care.

Reply from Samantha Debenham, Marketing Support Administrator at Norfolk House

Thank you for your feedback, particularly your kind words about the team at Norfolk House. We’re incredibly proud of our high standards of care, and feel that we have excellent facilities at the home, including a secure garden, library, activity and reminiscence room, that are enjoyed by all residents but are particularly beneficial for those living with dementia. Our ‘Activity Based Care’ approach, helping residents maintain their independence and continue the hobbies they love, or even try out some new activities, is part of the culture in the home and means that there’s always plenty to do for all residents, and all our team at Norfolk House have received specialist training in dementia. I’m very sorry to hear your concerns and apologise if we’ve fallen below our usual high standards in this instance – I understand the home manager and senior team members at Care UK have already been in touch regarding the stay, but of course please do let us know now or at any time in the future if you have any additional issues, comments or suggestions.


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Review from J MG (Daughter of Resident) published on 23 November 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother's care has always been at a high standard. As in all organisations, it's not always been perfect and I would not be honest if I said it was perfect 100% of the time. We have had to make a complaint only twice in the 6 years she has been here, these complaints were swiftly rectified and we
are confident will not be repeated. The staff are attentive to my mother's needs who is totally dependent on their care. They are also sensitive to her relatives needs. We are always updated swiftly with any issues i.e. doctors visits etc.

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Review from B B (Husband of Resident) published on 10 November 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

I have found my wife's care to be good, but she did not feel able to take part in activities due to her profound paralysis. She also did not wish to make any relationships with the other residents as she knew that she was coming home, as she now has.

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Review from Dorothy C (Friend of Resident) published on 8 November 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I have visited Norfolk House nearly every day for the past three months to see my friend who is recovering from a stroke.
The care and attention of the staff has been excellent they are kind and caring. The food is good with a varied menu.
The rooms are spacious and comfortable. I have also been most
impressed with the cleanliness of all the rooms, the building always has a fresh smell which is so important.

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Review from P H (Resident) published on 27 October 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

I needed two weeks post surgery respite as part of my recovery and Norfolk House offered this. In many ways, I felt I was a square peg in a round hole in that both physically and mentally I am a lot more active than the majority of the other residents I encountered. Because of previous connections to
care homes (elderly relatives and a volunteer for LCD) I was aware that this could be the case before I made arrangements for my stay. Probably not an ideal location for me but it provided the rest I required.

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Review from Bridget J (Friend of Resident) published on 20 September 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Norfolk House care home is very nice and the staff are lovely. I visited my friend every month. She likes it here. The food is very nice and her care is excellent.

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Review from Christine T (Regular Volunteer) published on 6 September 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

There are always lots of activities for the residents which keeps them (and their visitors) entertained. The food is good and the menu is varied - and reviewed regularly. From what I have seen, the rooms, the lounges, and common areas are kept clean and tidy.


The staff are always on hand to help

and talk to everyone. Everyone is very friendly and helpful. All in all, a wonderful place.

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Review from Margherita L (Daughter of Resident) published on 15 August 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Overall happy with how mum has settled in. Staff always very approachable.

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Review from Susan L (Daughter of Resident) published on 11 August 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Really happy staff, very friendly and helpful. Always ring me to let me know if my mum is unwell. My mum has led a solitary life but she tells me how much she likes it here. It is great to see her included in groups, she is really happy and she is always well dressed and clean.

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Review from Phil (Son of Resident) published on 10 August 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

My mother has only been here a few weeks but I have noticed in that time, that the care home has been very good for her. The staff are all very good, from the people that clean the rooms, to the reception, activity and cooks and all others especially nursing staff. They all listen to what my mother
needs and nothing is taken for granted. She is treated with respect and care. We use the outside garden which has many shrubs and flowers.

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Review from Joyce T (Friend of Resident) published on 24 May 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

All care and well cared for.

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Review from Judy M (Resident) published on 19 May 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I find the home very clean and it always looks well cared for. The staff are wonderful and it is nice to be here and see smiles on the faces of the staff. We are always asked if we are all right. We are always offered a cup of tea which is lovely.

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Review from Marie W (Partner of Resident) published on 12 May 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

The care for my partner shows room for improvement. We have been at the home for 6 weeks and are happy with the service provided.

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Review from Stella G (Regular Volunteer) published on 10 May 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I come in once a week as a volunteer in activities and have found the home to be very clean, warm and inviting and tastefully decorated. There is a lovely, warm and friendly atmosphere and the residents I have been in contact with are very well cared for and seem content and happy. The receptionist
is lovely and the two activities managers I have been working with are extremely pro-active, helpful and friendly. I have thoroughly enjoyed their active participation and care towards the residents that attend our class. Both the activity co-ordinators are very active and caring, it has been a wonderful nurturing experience.

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Review from Janet (Daughter of Resident) published on 3 May 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Generally the care is good and the staff are caring and compassionate acting on my concerns. I am concerned that staffing levels especially at night may, at times not be enough to meet the residents needs. The care home management are approachable, listening to concerns.

Reply from Sabu Prothasis, Home Manager at Norfolk House

We’re grateful for your feedback and are delighted with the positive comments and scores for the care and support we provide. Regarding staffing levels, I would like to assure you we do a full dependency analysis for each resident which is used to plan staff deployment accordingly to make sure care is safe and appropriate for each resident’s needs, 24 hours a day. However, we do take your concerns and feedback seriously and would like to thank you for taking the time to share your views - we will arrange for a manager at the home to get in touch and discuss this further with you in person.


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Current Review Score: 9.8 (9.795)

Overview of Review Score

The Review Score of 9.8 (9.795) out of 10 for Norfolk House is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.8 out of 5 from 39 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 39 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 4.795 for Norfolk House is calculated as follows: ( (377 Excellents x 5) + (71 Goods x 4) + (10 Satisfactorys x 3) + (1 Poors x 2) ) ÷ 459 Ratings = 4.795

  • 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 Norfolk House is based on 39 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 76 registered maximum number of service users is 15.2, which has been reached with 39 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

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

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Meet the Team (1)

Sabu

Sabu Prothasis

Job Title: Home Manager

Joined: 2015

I’m a trained nurse, as well as a registered home manager. I’ve worked as a home manager before coming to Care UK but I never tire of the great feeling that you’re making a difference to people’s lives, whether it’s the residents, the team or the visitors who we meet each day. I’ve been working at Care UK since September 2015, and I joined to further my career and to improve my skills and experience. There are always lots of positive challenges: every resident is different and it’s my and my team’s job to ensure we’re meeting their needs in the way that best suits them.