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 41-60
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

  • 108
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Date Published

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Review from V T (Resident) assisted by family/friend published on 24 October 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Lovely staff at St John's. I was looked after very well there. I have returned again as it was so good. The staff are very caring and very helpful. The food is very good, which I enjoyed very much. It is also good to have a nurse there in case of medical problems. Thank you very much.

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

Thank you for your kind words about the care and support you received at St John's House, and we're delighted you returned! We're also pleased you enjoyed the food - this means a lot to us too.


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Review from David C (Resident) published on 1 September 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I thoroughly recommend St John's House care home. Following my operation, I went directly to St John's from the hospital and received exemplary care, and I was able to return home. Being in St John's gave me the opportunity to see what living in a care home was like. I will certainly apply to St John's
and hope they will take me in when the time comes.

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

Thank you so much for this lovely review, and we are so pleased that your short stay with us was a positive experience. We hope that you will consider staying with us again in the future.


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Review from Mandy N (Daughter of Resident) published on 30 August 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I returned from Australia to visit my mum and have been humbled, impressed and welcomed fully. Every interaction with management and staff has been positive, and the attention, care and kindness, as well as expertise shown towards my mum, have been amazing. Staff and carers are incredible and do their
best to look after my mum and every need treating her like family and with dignity. Food looks excellent, and the service and facilities. They went out of their way to make my mum's birthday a very special day. Thank you so much.

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

Thank you - we are so pleased that you are happy with the care and support provided to your mum. We really appreciate the time and kind words you have expressed in this review, especially how we made her birthday a special one!


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Review from Brian D (Respite Resident) published on 9 August 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Enjoyed the stay.
Nothing was too much trouble.
However, staff was hit and miss.

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

Thanks for your kind comments about enjoying your stay at St John's. We're sorry you feel that the staff experience was 'hit and miss' - and we hope that we will see you again when you would like to return.


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Review from J V (Wife of Resident) published on 24 June 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Finding St John's was like finding a light at the end of the tunnel! Our family do not live in the UK, and St John's gave "family" support, enabling me to have a rest with every confidence my husband was treated with dignity and care. We are both happy and hope to become a regular part of our lives
as we move forward.

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

Wow - how lovely; thank you for these amazing comments. We are delighted you feel this way, and we look forward to supporting your husband in the future.


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Review from P C (Son of Resident) published on 23 May 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I and my wider family have all been delighted with the level of care, service, understanding, food and the subsequent drastic improvement in Mum's health (both physically and in mind) and her general improved feeling of being safe and happy - knowing she is looked after properly, well-fed and encouraged
to take her medication properly. Thank you to all at St John's House for this find.

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

Thank you for your lovely supportive words - we are delighted that you have seen an improvement in your Mum's health and that she feels safe and happy.


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Review from H W (Grandson of Resident) published on 23 May 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

The staff are fantastic, very friendly and show genuine care and concern for their residents. The food and drink offered are ideal, with a good range to offer and prepared well. There are plenty of interesting activities offered for residents to get involved with. As a relative, I feel very much at
ease now that my grandmother is safe, secure and with round the clock care. Also, the lady on reception is excellent!

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

Thank you for your kind comments - we are pleased that you feel at ease with our care and that your grandmother is safe and being cared for. We will pass on your compliments about our reception team!


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Review from Eunice C (Resident) published on 13 May 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Since arriving at St John's in April, I have settled in really well. The staff are excellent and are making me feel very comfortable and well looked after.

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

Thank you for your kind words, and we are so pleased you have settled well with us at St John's House.


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Review from Lesley H (Resident) published on 19 January 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I stayed in St John's House for convalescence after a total hip replacement. It is impossible to praise this facility too much. My experience was perfect in every respect. The room was better than most 5-star hotels, as were the communal rooms. Food was absolutely delicious and choice of dishes most
impressive. Washing was taken away in the morning and returned perfectly cleaned two or three hours later. All staff were kind, caring, very diligent, friendly and respectful. Would return for a holiday!

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

Thank you for your superb comments about the care and support you received at St John's House. We're happy to welcome you back at any time!


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Review from Trish C (Sister of Resident) published on 25 October 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My brother was living here from July 2021 due to being terminally ill. His stay was short, but he was treated with care and compassion. All the staff were kind, caring and went way above their call of duty to ensure my brother's needs were met. He had problems with eating, so the chef visited him personally,
in his room, to talk about what he would like to eat. The food was always appetising, and he ensured my brother’s appetite was personal to him. Their end of life care is impeccable, all his needs were met, and he died peacefully with dignity and respect.
The staff are absolutely wonderful.
Sincere thanks to each and every one of them.
I would highly recommend St John’s to anyone.

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

Thank you for your touching and sincere comments about the care and support your brother received at St John's House. I will ensure your comments are passed on to the team at the home.


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Review from D R (Resident) published on 7 September 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I am very happy being here.
Activities are excellent.

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

Thank you, Dee; we are pleased that you're enjoying yourself.


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Review from Johanna T (Daughter of Resident) published on 3 August 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother had to go into residential care in April this year. It was very challenging to find somewhere that I was happy for her to be, as we were still in lockdown and most care homes wouldn’t allow visits to view and assess their suitability. Of the very few that was able or willing to organise a
Covid secure inspection, all fell far short of my expectations of the quality of care I wanted for Mum.
Walking into St John’s House was a “breathe of fresh air”. The manager and staff were welcoming, compassionate, professional and approachable. The home is beautifully decorated and furnished with large, bright bedrooms, all en-suite and spacious, light communal areas.
My mother has settled in really well, thanks to the dedication and experience of the staff, has made many new friends, loves spending time in the landscaped courtyard gardens and enjoys participating in their extensive events programme.
To see her so happy, well cared for and settled is wonderful.

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

Thank you so much for your comments and feedback. We are so pleased that your Mum is enjoying St John's House. We will share this with our fantastic team at St John's House.


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Review from Jason W (Son of Resident) published on 27 July 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Dad had a - week respite break here while some building work was being carried out at his home. He was initially apprehensive about staying, as this was his first time in a care home, however, he ended up full of praise for St John's, particularly the attentiveness of the staff and the food and drink.

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Review from Ebony W (Private Carer of Resident) published on 10 June 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

St John's care home is extremely professional and efficient. The members of staff are all very welcoming and helpful. The building itself and decor is immaculate, and couldn't ask for anything more.

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

Thank you for your lovely comments. Being from the care sector, it means so much that you love our home.


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Review from B B (Resident) published on 25 May 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I am feeling happy with the carers and company here.
The building is very modern and beautiful.
The staff and atmosphere are very good.

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

Thank you for taking the time to complete this review. We will ensure that we let our fantastic team at St John's House know of your lovely feedback.


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Review from J A (Resident) published on 25 May 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I am very happy staying here - it is my second stay here. The first stay I had broken my left ankle - and so with my daughter living in London - I knew this was the place for me when my balance was bad.

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

Thank you for taking the time to complete this review for us. We are so pleased that you enjoy staying at St John's House.


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Review from J C (Resident) published on 25 May 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I am very happy here.

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

Thank you, Joyc,e for completing this review. We are so pleased that you are happy living at St John's House.


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Review from S W (Resident) published on 25 May 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I have no complaints at all.

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

Thank you for taking the time to complete this review. We are so pleased that you enjoy living with us.


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Review from Philip W (Son of Resident) published on 24 May 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother is a resident in St John's House and very content to be there. The care home itself is well-appointed and spotlessly clean, and my mother's room, on the upper floor has a lovely view over the grounds, is spacious and comfortable. But the main thing is the kindness, compassion and professionalism
of the staff, which is apparent as soon as you enter the building and are greeted at reception. The carers are wonderful, and the care home has handled the pandemic amazingly well.

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

Thank you, Philip, for your kinds words and lovely feedback. We found your comments very emotional, which means so much to the fantastic team at St John's House.


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Review from Beverley C (Daughter of Resident) published on 5 May 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

On my first visit to St John's, I was greeted by friendly and welcoming staff. I was very impressed by the standard and facilities offered. My mum always received excellent care at St John's. The staff were very caring and supportive and kept me well informed of Mum's wellbeing. They were also friendly
and approachable. Mum enjoyed the various organised activities and was encouraged to join in with the other residents. Mum enjoyed the food and was given an alternative option if the menu was not to her choice. I can't thank them enough for looking after Mum whilst she was there.

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

Thank you for your lovely feedback. We will ensure that your comments are passed onto our wonderful team at St John's House.


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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.