St John's House

38 Heigham Road, Norwich, NR2 3AU
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9.9 124 Reviews
  • St John's House, Norwich
St John's House was rated Outstanding in June 2023 by the Care Quality Commission and was the winner of National Care Home of the Year 2023 at the Caring UK Awards. The home offers a new style of premium luxury care and delivers high quality services of hospitality provided in line with high quality care. Attention to every detail has be given due consideration.

St John's House provides a high standard of quality care to people requiring residential and dementia care. The home prides itself on the services of that comparable to a luxury hotel. The home boasts huge communal areas which include a bridge club, library, Hamptons lounges, a Savoy Hair and Nail Salon, Village Store, as well as its own Carters coffee house and beautifully landscaped gardens with lighting features and a cascading waterfall.

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Care Provided by St John's House

  • Primary Care Categories
  • Dementia
  • Older Person Care
  • Physical Disability
  • Respite Care
  • Care Types Provided
  • Dementia Residential Care
  • Residential Care
  • For a maximum of 60 Service Users
  • Privately Owned
  • Care Offered
  • Alzheimer's
  • Parkinson's Disease
  • Other Care Provided
  • Convalescent Care
  • Day Care
  • End of Life Care
  • Palliative Care
  • Separate Specialist Dementia Care Unit

Good to Know

  • Person in charge
  • Emma Bayne (General Manager)
  • Admission Criteria
    • Ages 60+
  • Room Information
    • Single Rooms (60)
    • Single Rooms with ensuite Wet Room (60)
  • Care Home Design/Build
    • Purpose Built: Yes
    • Year Purpose Built: 2016
    • Last Refurbishment: 2016

Funding & Fees Guide for St John's 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 £1,600 – £1,650
    • Self-Funded Residential Dementia Care £1,600 – £1,650
    • RESPITE Self-Funded Residential Care £1,600 – £1,650
    • RESPITE Self-Funded Residential Dementia Care £1,600 – £1,650

  • Our fees are calculated following a pre assessment of care needs required and the room selected.
  • (these prices are only a guideline, please contact St John's House to find out the exact price for your requirements)

Facilities

  • Bar/Café
  • Close to Local shops
  • Gardens
  • Lift
  • Minibus or other transport
  • Near Public Transport
  • Own Furniture if required
  • Phone Point in own room
  • Residents Internet Access
  • Residents Kitchenette
  • Smoking not permitted
  • Stairlift
  • Television point in own room
  • Wheelchair Access

St John's House Reviews (124)

Total of 124, showing 21-40
9.9

St John's House has a Review Score of 9.9 (9.866) out of 10, based on 35 reviews in the last 2 years. Over all time St John's House has 124 reviews.

Overall Experience

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Review from S F (Sister-in-law of Resident) published on 5 October 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Everything about this home is first-class, although I would like to see the food hygiene rating raised from four to five (I cannot comment on the food).

Reply from Garry Gardiner, Commercial Director at St John's House

Thank you for completing a review for us. We are currently reviewing our food hygiene rating, which hopefully will be back to five very shortly.


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Review from Sylvia M (Respite Resident) published on 4 October 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I came here for respite following a cataract operation. I am my husband's carer and needed to have care for him whilst I recovered. The care for both of us has been outstanding in every area. My husband suffers from extreme anxiety but has been relaxed and happy since arriving. The whole experience
has been truly excellent for both of us.

Reply from Garry Gardiner, Commercial Director at St John's House

Thank you for completing a review for us. We are so pleased to read that you both enjoyed your stay at St John's House and that you found your experience to be truly excellent.


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Review from Richard L (Son-in-law of Resident) published on 29 September 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Reception area is as good as many good quality hotels. Reception staff are welcoming and efficient. Care staff and the entertainment team are kind and attentive to residents. They try to involve residents in activities and make them relevant (e.g. my mother-in-law's love of dancing). As an example of
care, we went into the suite today and a care assistant was holding the hand of a resident who clearly needed some comfort. Cleary not a 'set-up' moment for our benefit. My brother-in-law came down from Yorkshire to see his mother and the team arranged a private lunch for them.

Reply from Garry Gardiner, Commercial Director at St John's House

Thank you for completing a review for us. We appreciate so much your comments and feedback. All our teams at St John's House work so hard ensuring that the needs of our residents and families are always at the forefront of everything they do. We are very lucky to have such a dedicated team.


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Review from Diane L (Daughter of Resident) published on 28 September 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My experience here is very pleasant, all staff are extremely friendly. I walk in and it feels like a posh hotel. Rooms are very nice and atmosphere very pleasant.

Reply from Garry Gardiner, Commercial Director at St John's House

Thank you for completing a review for us. We are so pleased to see that you have rated St John's House five stars across the board. Our dedicated teams work hard to keep the home to a five star standard.


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Review from Lisa M (Daughter of Resident) published on 22 September 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Everyone at St John's House is very attentive, caring and treats my mother with great care and keeps us in touch with any issues. The best place my mum could be.

Reply from Garry Gardiner, Commercial Director at St John's House

Thank you for completing a review for us. It means a lot to us that you consider St John's House the best place your mum could be.


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Review from Jenny P (Daughter of Resident) published on 22 September 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Everyone is so kind and thoughtful. Mum is being looked after very well and we are really impressed and pleased with the excellent care she receives. We have no complaints at all.

Reply from Garry Gardiner, Commercial Director at St John's House

Thank you for taking the time to complete a review for us. It means a lot that you are impressed with our high standards of care. We will pass your feedback on to our outstanding team at St John's House.


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Review from N N (Son of Resident) published on 21 September 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

St John's is a wonderful care home where everything centres around the individual's needs and everyone is treated with dignity and respect. Mum needs a lot of help and nothing is ever too much trouble for the team, whether it's the carers, activity team or the admin staff. On every visit I'm made to
feel so welcome and part of the St John's family. The recent CQC award of 'outstanding' is testament to everything we experience when we visit.

Reply from Garry Gardiner, Commercial Director at St John's House

Thank you for taking the time to complete a review for us. It is lovely to read that you consider St John's House to be 'outstanding', as rated by the Care Quality Commission.


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Review from H S (Daughter of Resident) published on 20 September 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I was impressed by the caring and professional staff of St John's House from the very first phone contact. This was the first time my mother had needed respite care, and it was a worrying time for the family. Everything about the admission process was explained to me clearly, with empathy and kindness.
When we arrived, Mum received a warm welcome and was made to feel comfortable and safe immediately. All our questions were answered, and we were given the information we needed to feel reassured Mum would be well looked after. Mum soon settled in and started to feel and look stronger. Her appetite increased, and she gained more confidence in her mobility. We extended the stay for a second week. The staff clearly work well together and work hard to care for their residents. Their sense of team spirit creates a positive, warm atmosphere for residents and is welcoming for family and friends visiting. Thank you for everything.

Reply from Garry Gardiner, Commercial Director at St John's House

Thank you for taking the time to complete a review for us. We fully understand that finding care for a loved one is a worrying and stressful time for the family. It is wonderful to read that the team at St Johns House helped and supported you with empathy and kindness.


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Review from S W (Daughter of Resident) published on 13 September 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My father has been at St John's since March 2019. Overall, we have found the level of care excellent.

Reply from Garry Gardiner, Commercial Director at St John's House

Thank you for completing a review for us. We are so pleased that you are happy with our high standards of care.


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Review from Pam P (Daughter of Resident) published on 4 September 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My mum spent a very short time here before she passed away, just sad she didn't get to experience the care, love and support my dad did. Nothing was too much trouble for anyone. The rooms were lovely and the presentation of the home was like a five star hotel. It was amazing. A fabulous place for elderly
relatives to stay, you know they are in good hands.

Reply from Garry Gardiner, Commercial Director at St John's House

Thank you for taking the time to complete a review for us. Your touching comments will be passed on to our outstanding team at St John's House.


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Review from Ebony W (Private Carer of Resident) published on 4 August 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

St John's House is an amazing care home with the most friendliest staff. Everyone who works there goes above and beyond for the residents and their families. It is a delight for me to see my client in such a lovely environment and home.

Reply from Garry Gardiner, Commercial Director at St John's House

Thank you Ebony for your kind words. It is always lovely to see you at St John's House.


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Review from K M (Daughter of Resident) published on 4 August 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother has been at St John's House for nearly a year and I want to say how very well they look after her. Everything has been excellent and Mum is very happy and content. Thanks to all the care team.

Reply from Garry Gardiner, Commercial Director at St John's House

Thank you for your kind words. We are so pleased that your Mum enjoys living with us at St Johns House.


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Review from Linda R (Niece of Resident) published on 4 August 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

St John's House is a lovely care home, with a homely feel, the care given is very good. The food is excellent. The staff all around make residents and visitors feel very welcome and at home.

Reply from Garry Gardiner, Commercial Director at St John's House

Thank you for completing a review for us. We will ensure that your feedback is passed onto our fantastic team at St Johns House.


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Review from Stuart M (Son-in-law of Resident) published on 4 August 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

St John's House is an excellent place, made so by the wonderful staff and hotel-like facilities. The longer my Mother-in-law has been here the more settled and appreciative she is of all they do to make her happy.

Reply from Garry Gardiner, Commercial Director at St John's House

Thank you for taking the time to leave us a review. Our St Johns House team works very hard which makes it so nice to receive feedback like this.


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Review from Angela M (Daughter of Resident) published on 13 July 2023
Submitted via Website • Report

Overall Experience  Overall Experience 1.0 out of 5

Mum was admitted for a 16 day respite stay over Christmas and New Year.
On departure, I was given clothes heavily contaminated with urine, including her vest and trousers. Mum had obviously been left unchanged for several hours as the urine had gone through to her clothing. This occurred New Years
day/night, up until that time all Mum's washing had been done.
As mum was discharged 1st January there hadn't been time to launder this washing (which should have been sent via post when clean)
I wouldn't send Mum into St John's again, especially over Christmas/New Year period.

Reply from Garry Gardiner, Commercial Director at St John's House

We are very sorry that on this occasion we have not exceeded our normally very high standards. Having been rated Outstanding in our recent CQC inspection and using the many reviews on carehome.co.uk you can see our attention to detail is usually second to none. Your Mum would not have been in wet clothing very long and as soon as this was realised we changed your Mum into fresh clean clothes. However you should not have received the wet clothing to take home as this should have been laundered by ourselves and posted or delivered back to you. For this we apologise and would really hope that you would consider using St Johns House in the future where you would be very welcome.


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Review from John R (Son of Resident) published on 9 March 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Outstanding!

Reply from Garry Gardiner, Commercial Director at St John's House

Thank you so much for taking the time to provide us with a review. Your comment "Outstanding" means so much to us and confirms that we are providing good quality care across the board within a beautiful environment.


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Review from Andrew C (Son of Resident) published on 27 February 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

St John's House Care Home is a first-class care home provision near the centre of Norwich. Mum's health and well-being have improved immeasurably since she moved to St John's in March 2022. The facilities are outstanding and staff demonstrate a high level of understanding of the needs and interests
of individual residents. They have also shown themselves highly responsive and always happy to engage with us.

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Review from K K (Daughter of Resident) published on 24 February 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

An absolute gem of a care home. My dad has been a resident since 2020. I cannot fully express in words how wonderful all of the team who look after my dad are. Nothing is too much trouble. His needs have changed over the time he has stayed, and he is now quite frail. The staff care deeply, and thinks
of his needs, keeping him safe and comfortable. The support offered to me and my family is truly humbling. Thank you.

Reply from Garry Gardiner, Commercial Director at St John's House

Thank you so much for taking the time to complete a review for us. It means everything to us that you rate us so highly with everything that we provide at St John's House.


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Review from Michael P (Resident) published on 20 January 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Made very comfortable by caring staff, without exception. All rooms have high-quality decorating and are equivalent to a five-star hotel. Food is well cooked and delicious, thanks to kitchen chefs. Management should be proud of developing a high-standard care home.

Reply from Richard Lain-Smith, Marketing Manager at St John's House

Thank you for this lovely review of the care, support and environment provided at St John's House.


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Review from Lisa F (Friend of Resident) published on 3 November 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Always a warm and friendly greeting from managers and all staff on arrival.
A calm and homely atmosphere throughout.
Rooms are clean and comfortable, with enough space to add your own touch, and staff are more than happy to help make your room your own.
Many different activities each week to join
in with to be able to meet your neighbours and feel part of your new home.
There is so much to this beautiful place. All staff have worked hard to make St John's a home.

Reply from Richard Lain-Smith, Marketing Manager at St John's House

Thank you for your thoughtful feedback on the care and support provided at St John's House. We are pleased you find it as welcoming as we are aiming it to be.


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Current Review Score: 9.9 (9.866)

Overview of Review Score

The Review Score of 9.9 (9.866) out of 10 for St John's House is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.9 out of 5 from 35 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 34 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 4.866 for St John's House is calculated as follows: ( (378 Excellents x 5) + (21 Goods x 4) + (5 Satisfactorys x 3) + (6 Very Poors x 1) ) ÷ 410 Ratings = 4.866

  • 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 St John's House is based on 34 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 60 registered maximum number of service users is 12, which has been reached with 34 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: 27 May 2023

Overall
Outstanding

  • Caring

    Good

  • Effective

    Good

  • Responsive

    Outstanding

  • Safe

    Good

  • Well-led

    Outstanding

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 (9)

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Meet the Team (1)

Emma

Emma Bayne

Job Title: General Manager

Joined: 2020

My name is Emma Bayne and I am proud to be the General Manager at St John's House. I have worked within the Care Sector for over 20 years and held various roles in a managerial and operational capacity. I am passionate about respecting individuality by supporting people with truly person centred care whilst ensuring that a quality of life is also provided. The award winning team at St John's House certainly goes the extra mile to ensure that our hotel style environment has services to match.