St John's House

38 Heigham Road, Norwich, NR2 3AU
Submit a Review
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.

Show St John's House on the Map

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 101-120
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
  • 15
  • 0
  • 0
  • 1

Date Published

124
12
16
35
89

Review from D H (Daughter of Resident) published on 20 February 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The staff are providing the highest level of care to my mother who has a progressive degenerative condition.


I am reassured knowing my mother is being cared for and treated with respect and dignity.


Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Jenny L (Daughter of Resident) published on 13 December 2018
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The care my parents receive at St John's is excellent. It is such a relief to have found such a home-from-home for my mum and dad. I feel completely confident in the wonderful team at St John's, who are kind, skilful, pro-active, and very helpful and supportive towards me too. St Johns is part of a
family business and it shows. I can't recommend it highly enough.

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

Thank you for such kind words. We are passionate at St Johns House in delivering outstanding care and support to all our residents and families and feedback such as yours really confirms to us that we are getting this right.


Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from S K (Granddaughter of Resident) published on 11 October 2018
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My nanny came to St. John’s House and is a very difficult lady. St. John’s staff have been amazing with her. At her old care home, there were many issues. Since being at St. John’s in a short space of time we’ve noticed a huge difference in my nanny. She’s much happier, alert and it’s lovely to see.
A huge thank you to all the carers who go above and beyond. The staff at St. John’s are very happy caring polite and helpful. Thank you for everything you do, it is greatly appreciated by us all and it's lovely to see how much happier nanny is.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Robert G (Son-in-law of Resident) published on 10 October 2018
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Since moving my mother-in-law to St John’s House I have noticed a vast improvement in her general well being. She looks happy and comfortable. She loves all the staff on the dementia unit who are so kind and patient with her. Her needs are complex but with continuous support from staff, she is considerably
calmer and overall much happier. I would happily recommend St John’s House, the care team and the beautiful surroundings to any elderly person needing care. Well done to you all.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Donna W (Great-Nephew of Resident) published on 10 October 2018
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Me and my sister looked at several residential homes for my grandmother and were lucky to secure a room at St Johns House.
My grandmother was so sad to be leaving her home at 93 years old understandably but she soon settled into St Johns.
The staff are amazing and my nanny loved them all. The manager
has a marvellous team, not only did they treat my nanny well but I felt part of the big family. Unfortunately, my nanny passed away September 17th not only do I miss my nanny terribly but I miss seeing the girls for a coffee and chat but I know if I went in at anytime I would be welcomed.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Darren (Son of Resident) published on 2 October 2018
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother has suffered from dementia for around 7 years, she had been placed in 2 previous care homes and we had to raise many issues with the local authorities. The first was shut down and the second was found to have very serious issues that needed to be addressed. Thankfully we discovered St Johns
House and I can now rest easy knowing she is well and truly cared for. I have lost count of the homes we viewed for suitability and most fell well below our expectations. This is by far the nicest care home I have seen. The staff are all top of the class, caring, professional and go the extra mile needed and it is comforting to know that your loved ones are in safe hands. The facilities are amazing as is the standard of food. It is extremely clean and you can see straight away that a great amount of thought has gone into the development. I cannot praise all the team enough at every level. The only thing I can really add is a massive thank you to everyone involved.

Reply from Viktor Zak, Senior Regional Manager at St John's House

We are very pleased to learn that St John's House and all the staff have been able to support your mother and you with her care. Your feedback is greatly appreciated and will be shared with the team at St John's House. Thank you very much.


Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Jennifer H (Wife of Resident) published on 2 October 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

I arrived in total confusion with no information about anything. In fact, I was given the admission agreement as we were leaving. Consequently, I neither saw nor signed any forms. I just wrote a cheque before I left. When I got home and read the 11 pages I should have had before my husband was admitted,
all was made clear at last. I have to, therefore, conclude that this was bad management. My specific complaints are; 1) Loneliness, he was not cared for enough by staff and 2) Clothes mislaid in laundry.
Also, the staff forgot to give me his pills before we left on the Monday and I had to wait until the Thursday before I received them and then it was just because I had telephoned and asked what had happened to them. They had been 'overlooked'.

Reply from Viktor Zak, Senior Regional Manager at St John's House

We are really sorry to hear that your experience of St John's House did not meet your expectations. We pride ourselves in being very responsive to feedback received from our residents and their relatives. We are reviewing what has happened and implementing improvements in order to enhance the experience of any future residents. Thank you very much for your valued feedback.


Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from R S (Sister of Resident) published on 27 September 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The care staff are very caring not only to the residents but to the whole family and friends. We couldn't wish for better caring for my sister, the staff always welcome us when we visit and we feel very welcome, not someone they just have to put up with.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Debbie G (Daughter of Resident) published on 24 September 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

We moved my mum to St John's after poor care at her previous care home. Since being at St John's my mum is so much happier. The staff are patient and very caring and attentive. The dementia care is second to none and in my own words, I would say outstanding.

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

Thank you for your kind words. It is a pleasure to have your Mum with us.


Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from K D (Granddaughter of Resident) published on 14 August 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I went to look around as my grandmother will be going into the home in the next few weeks. Staff were so welcoming, clean and spotless. Residents looked so happy, some watching TV, some playing games, doing puzzles with staff. I could not fault the place and I can not wait for my grandmother to become
a resident at St Johns House.

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

Thank you for your lovely comments. We very much look forward to welcoming your Grandmother to St Johns House.


Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from C N (Friend of Resident) published on 13 June 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Pleasant but not always prompt, i.e. Waiting for someone to come when the resident needs the toilet.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Margaret W (Resident) assisted by family/friend published on 8 June 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Very nice building and surroundings. Staff generally very good, a few less energetic and others ie not tidying up very well or making the bed neatly. Special events are organised very well eg Queen's birthday tea party. Local music and children's visits are welcomed. My dog is allowed to visit me which
I appreciate. Food is variable, too much repetition and inappropriate pairing eg pasta and potatoes, curry and steamed veg; carrots, cauliflower etc, sometimes very nice eg broad beans. Bacon is hard and overcooked.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from W N (Niece of Resident) published on 23 May 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

From day 1, the welcome and friendliness of all the staff has been first class.
Absolutely every effort has been made to try and make my uncle feel at home, his wishes are considered and respected with all the decisions made.
His dignity is taken into respect with all level of care. The home is very
well furnished with a number of recreational rooms offering residents a choice of where to relax.
Any concerns expressed to date have been addressed immediately and resolved satisfactorily.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Lesley W (Friend of Resident) published on 29 January 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

St John's is a very welcoming home. It is beautifully furnished, light and airy. Anyone having to go into residential care could not find a better place.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from F D (Wife of Resident) published on 17 January 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My husband, who suffers from Alzheimer's, became 'paralysed' over Christmas and was admitted to St John's House. After a few days with much encouragement from the staff he was able to 'walk' and be mobile. The staff have been very patient and kind and helpful to his family. The ability to visit at any
time has been very beneficial to patient and family.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from M E (Resident) published on 8 January 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Very caring environment. Excellent food and service. Beautifully clean.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from S E (Daughter of Resident) published on 22 August 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

A very caring environment who aim to meet the needs of all residents.
Need occasional prompts to ensure care needs are met, but follow up all comments promptly.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Nicola B (Daughter of Resident) published on 23 June 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother has been at St John's House since April, she suffers from dementia and up until April, she was at home with our help and carers 3 times a day! Since she came here, she has been in much better spirits and her mood is so much more positive. For us her safety is paramount and this is a safe environment.
The level of carers is absolutely wonderful - all the staff are excellent - nothing is too much trouble and they really do go above and beyond to ensure mum is happy. St John's House has certainly enriched Mum's life and for us, it is a great sense of relief that she is safe and extremely well looked after in the equivalent of a 5* hotel.

Reply from Garry Gardiner, Operations Manager at St John's House

Thank you so much for your lovely and kind words. At St Johns House the quality of life that we provide our residents is always paramount and as you have said we always aim to go above and beyond ensuring all our residents are treated with the care and love they deserve.


Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Mike L (Son of Resident) published on 24 April 2017
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My Mum went to St John's for respite care and we were hugely impressed. The facilities and atmosphere are second to none and the staff were all brilliant.
The administration was handled efficiently and St John's did all they could to make Mum's stay a happy one. Highly recommended!

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Brian F (Resident) published on 28 March 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Two weeks respite - wonderful care and support which was very much appreciated. Staff offered all I could have asked and more.

Reply from Garry Gardiner, Operations Manager at St John's House

Thank you for your kind words. We are really pleased that you enjoyed your stay with us and if we can help again in the future please do not hesitate to let us know.


Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

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)

Loading

Loading

Loading

Loading

Loading

Loading

Loading events

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.