St Augustine's Place

Addison Road, Gorleston, Great Yarmouth NR31 0PA
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8.1 23 Reviews
  • St Augustine's Place, Great Yarmouth
St Augustine's Place provides skilled and qualified carers who are committed to respecting independent living and helping residents achieve a fulfilling lifestyle. Any care provision provided is personalised to requirements and organised with long-term well-being and satisfaction in mind.

Property Information: 35 Properties

  • Flats: 20 one bedroom flats
  • Bungalows: 15 one bedroom bungalows
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Care Provided by St Augustine's Place

  • Type of Service
  • Privately Owned
  • Care Offered
  • Older Person Care
  • Other Care Provided
  • Personal Care

Good to Know

  • Person in charge
  • Danielle Bullent (Manager)

Facilities

  • Dining Room (residents only)
  • Gardens
  • Laundry Service
  • Lounge

St Augustine's Place Reviews (23)

Total of 23, showing 1-20
8.1

St Augustine's Place has a Review Score of 8.1 (8.095) out of 10, based on 7 reviews in the last 2 years. Over all time St Augustine's Place has 23 reviews.

Overall Experience

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Date Published

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Review from D B (Daughter of Resident) published on 27 October 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Mum moved into her flat in June 2023. She has improved in her confidence and has started to socialise more. The staff are really friendly and the management are really supportive of both Mum and family members. When in Mum's flat it doesn’t feel like she is in a home, but it’s good to know she is safe
and has people around her.

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Review from Stephen L (Friend of Resident) published on 19 September 2023
Submitted via Website • Report

Overall Experience  Overall Experience 2.0 out of 5

My experience of the care staff and management at St Augustine's Place Gorleston is somewhat mixed. Though most of the staff are pleasant enough and great to have a laugh and a joke with, one or two of the staff are not. Point in question is that I recently attended a birthday party of one of the residents
with my friend, however, I was treated badly by one of the staff while I was talking to my friend. She showed lack of respect and unprofessional behaviour.

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Review from Aileen J (Granddaughter of Resident) published on 10 August 2023
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

Our nan lived here for one year until she was taken ill and sadly passed away in hospital. She was happy here and staff were on hand 24 hrs a day, 7 days a week, which put our minds at rest knowing someone was there if needed. All the staff are very friendly, including the manager and deputy. The unfurnished
flat was a good size and I liked the idea that the lounge and kitchen were in the same room. Activities, from what we saw, were very good. Some of these included an outing to the garden centre at Christmas, trip to the sea life centre, in house singers and miniature donkeys. Nan especially enjoyed the college students that would visit and Bonnie the pat dog. I was always informed if Nan was unwell and if the doctor or paramedic was called. Nan had the highest care package, from assisting with personal care to administering her medication. Overall, the experience over the last year was good and we would recommend to anyone looking at assisted living.

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Review from J D (Friend of Resident) published on 12 June 2023
Submitted via Website • Report

Overall Experience  Overall Experience 1.0 out of 5

St Augustine's Place was home for my Mother-in-Law for many years. Unfortunately, she was taken to hospital and that is when the nightmare started. Norse refused to let her home even though they don't own the flats. They sent many emails to my partner and hospital to ensure my Mother in Law did not
return home. They even 'arranged' for her to be sent to a Norse Residential Home against her will. They have refused to meet. They refused to allow other care professionals into the flat, then said they would, then said they wouldn't. Continually obstructive and unkind. They have refused to provide contract documents which would help clear up ambiguity. My Mother in Law's flat has been adapted, so her disability is not a surprise.
Individual carers were kind but management was shocking. Such a shame because the previous manager was excellent. I have had to witness the deterioration of my partner's well-being over the last year, caused by Norse. Only okay if care needs remain minimal.

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Review from Linda H (Resident) assisted by family/friend published on 23 May 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

As soon as I moved in, I felt safe, cared for and very relaxed. I really enjoyed the activities and mixing with the other tenants.
Since I can't come out/down to activities, the care staff make sure I still play bingo; they use their phones and support me and support tenants to come and see me. They
brought the donkeys down to me and made sure I'm always ok.

Reply from Danielle Bullent, Registered Manager at St Augustine's Place

Thank you for your wonderful review; it is heart-warming to know you are happy and cared for in a person-centred way by all the staff. I shall be sure to pass on your review to the team.


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Review from AnneMarie G (Resident) published on 10 May 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I've been welcomed and supported by all cleaners, carers, team leaders, activity and management. They've learnt about my needs and ways in a comfortable and calm environment, actively including me in discussions. The carers have a natural air of patience and respect - nothing is too trivial or a bother.
They've normalised what can be uncomfortable (when were you last naked with strangers to have a wash). Everyone is interesting to chat and interact with; we've all laughed, cried, comforted, joked, vented and shared together. The activities are varied, from quizzing, crafting, gardening, games, coffee mornings and light exercising, plus special events. You choose how much you want to participate. Family and friends are welcomed with the same warmth and respect. Nowhere is perfect 24/7 - I had an issue and spoke to management, who listened, understood and appreciated my position, then rectified the issue immediately. We are a mixed bag thrown together and a friendly group of neighbours.

Reply from Danielle Bullent, Manager at St Augustine's Place

It is so lovely to hear such positive, kind words. Thank you. We are really pleased we care for you in a person-centred way and that you are happy here. Thank you.


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Review from L T (Daughter of Resident) published on 5 May 2023
Submitted via Website • Report

Overall Experience  Overall Experience 1.0 out of 5

Please don’t move here if you are hoping for support and care for the long term.
They withdraw all care if they consider you need too much care. They will not consider working with other agencies so people can stay in their homes. This is despite the fact that they do not own the accommodation.
They
do not follow their complaint procedure and do not engage with residents or their loved ones if there is an issue.
Norse management shows complete disregard and lack of compassion for the people they are paid to care for. They behave unethically. They have almost destroyed my faith in human beings. Leadership is extremely poor.
Unfortunately, I can’t give any less than 1 Star and the review terms don’t allow me to write the full truth and appalling experience endured.
I would not recommend Norse.

Reply from Kerry Morton, Operations Director at NorseCare at St Augustine's Place

Thank you for taking the time to leave a review. We are saddened that your experience with NorseCare has not been positive. We appreciate you raising your concerns and assure you that our employees always look to follow the appropriate procedures set in place.


We always strive to provide compassionate, high-quality personalised care and support to our tenants. Our trained employees continuously seek to help tenants with their physical, mental, emotional, and social needs. We want them to have a fulfilled life with us.


Best Wishes,
NorseCare


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Review from Lisa J (Daughter of Resident) published on 13 February 2023
Submitted via Website • Report

Overall Experience  Overall Experience 1.0 out of 5

All was great until Mum, a resident of 8 years started to lose her balance. In August, the manager called to say Mum was dehydrated and an ambulance had been called. I asked to be notified when it arrived but after not hearing I called back only to be told that the manager and the crew had been in with
Mum for half an hour. I arrived in time to see Mum being taken away where she was admitted into hospital 24 hours later. She was never diagnosed with dehydration but was put on end of life within 2 days. The last two weeks of Mum's life were a living hell and could have been prevented if I or Social Services had been involved. Although the manager states that she is a Dementia Friend, she dumped my mum into a hospital because she was now an inconvenience. Mum could have passed in a loving environment which was her home, not a cold hospital. To the manager - your lack of empathy does not generate the excellent ratings you so desperately seek. The care staff absolutely deserve a five-star rating.

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Review from Sharon H (Resident) published on 18 January 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Good place.
All the staff are kind and helpful and look after me properly.
My flat is brilliant.
The managers are really good and helpful.
The staff love us all.

Reply from Danielle Bullent, Manager at St Augustine's Place

Thank you, Sharon; it is a pleasure to support and promote your independence.


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Review from Sue C (Daughter of Resident) published on 30 December 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The staff at St Augustine's Place are brilliant, and the care and attention my mum receives are amazing. I sleep easier at night now, knowing that help is at hand as and when my mum requires it. She is now in a safe and caring environment, and we as a family have all been impressed by everything that
the staff and St Augustines provide.

Reply from Danielle Bullent, Manager at St Augustine's Place

Thank you, Sue, for your kind, heartfelt compliment. Mum is a real pleasure to care for, and we are pleased she is so happy and content here.


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Review from Caroline B (Daughter of Resident) published on 5 October 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I can't rate St Augustine's Place highly enough. The care and compassion that my dad received in the time he was a resident were truly exceptional. As someone who was so reluctant to move in through the fear of change, after just a few days, he was a much happier person. The service provided was second
to none and gave my brother and myself the chance to just spent time with Dad.

Reply from Danielle Bullent, Manager - St Augustine's Place at St Augustine's Place

Thank you for your kind words and review, it was a real pleasure to care for Dad and give him what he needed to live happily and as independently as possible.


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Review from C B (Daughter of Resident) published on 25 August 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My dad moved in just before lockdown, which was tough, but the team were amazing, letting me know anything he may need and felt completely at ease that he had people looking out for him.
When my dad's needs changed this year, the team were great in supporting us and adapting his care plan, always being
mindful of my dad's wants and needs and doing the best for him.
Will forever be grateful to everyone for the support over the last 2.5years.

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Review from Michael E (Son of Resident) published on 27 July 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The well-being of residents is second to none by staff and management. They are dedicated to ensuring that residents are clean, happy and fed regularly and that the building itself is clean and friendly. St Augustine's Place is a brilliant home with care. Highly recommend.

Reply from Sarah Hill, Customer Relationship Manager at St Augustine's Place

Thank you for your lovely review. The team at St Augustine's Place are always delighted to have such great feedback. We really appreciate it.


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Review from B K (Daughter of Resident) published on 21 July 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Mum has lived at St Augustine's for a few years now. Her support needs have changed over that time. Staff provide very person-centred care for her; they know her well and have showed respect and dignity throughout that time. Their care and dedication have been appreciated and valued. This is a safe
environment where Mum's needs are understood and catered for. I would recommend St Augustine's care and professionalism.

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Review from Dean H (Grandson of Resident) published on 1 June 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

St Augustine’s supported and cared for my grandmother until she passed in 2018, and now currently caring for my other grandmother. The service both then and now is second to none. Nothing is ever too much trouble. The currently and newly appointed manager is a breath of fresh air with a new approach
and brings with her experience, professionalism, and individual tailor-made support for the residents and the staff she has working for/with her.
An excellent home, providing fantastic service to their residents and families. Big shout out to two particular members of staff.

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Review from Barry E (Son of Resident) published on 24 August 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I have met a few staff they are brilliant, always let me know how Mum is doing. Mum loves it at St Augustines Place. I was sorry to see the previous manager leave, I will never forget what she did for me and my family. Such a lovely lady she said she just did her job, but I still won't forget what she
did in giving Mum a flat in St Augustines. I have not met the new manager, but she emailed me to say she had taken over as manager and told us if we needed anything she will always be there for me and my family. That is so good to know. Like I said I think St Augustines is a lovely place. All staff, I take my hat off to all of them and thank them for looking after Mum thank you all ever so much.

Reply from Caroline Beale, Customer relationship manager at St Augustine's Place

Thank you for your kind and thoughtful worlds. A pleasure for us to look after your mum.


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Review from Rosemarie M (Sister of Resident) published on 17 August 2021
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

My brother moved in on 5th August 2019. Moving to St Augustine’s was the best thing that has happened to him in many years. Under the ladies lead ship, he set roles in so quickly. The staff have been amazing with him, and he loves living at St Augustine’s. There are some things which could be improved
upon, communication being one, but overall, this is an amazing place. My brother feels very confident here and is well looked after.

Reply from Caroline Beale, Customer relationship manager at St Augustine's Place

Thank you for your kind words. We will work with you to improve communication. It is a pleasure to care for your brother at St Augustine’s Place.


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Review from Jane B (Daughter of Resident) published on 13 August 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

As a family we are 100% happy with St Augustine's Place. Mum moved in very recently and we could not be happier. It is alike to a family-run hotel. Every single member of staff we have dealt with has been amazing, too many to name. Several members of staff, in particular, all go that little bit extra.

Reply from Richard Smith, Marketing Manager at St Augustine's Place

Thank you for your kind review.


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Review from S R (Daughter of Resident) published on 8 March 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother was a resident at St Augustines Place from November 2016 to February 2018. During her time there she was looked after excellently. When my mother became ill and sadly passed away they looked after her with such care compassion and dignity and I can not thank all the staff enough for what they
did for my mother.

Reply from Richard Smith, Marketing manager at St Augustine's Place

Thank you for taking the time to write this review at such a sad time for you and your family. Please accept our condolences for your loss.


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Review from Stephen M (Son of Resident) published on 12 December 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The care my father has had at St Augustine's Place has been fantastic and totally suited to his increasing needs. He had been in 'home with care' for over 4 and a half years and throughout his time there, all the staff have treated him with respect, dealing with his care needs, medication and general
welfare.


They have provided support and companionship which has allowed him to join in with activities and social interaction at the centre.


This has provided much-needed comfort and support for the family knowing that he was safe, secure and being well looked after in his own home. We can't praise the management and staff enough. Thank you.


Reply from Richard Smith, Marketing Manager at St Augustine's Place

Thank you for your lovely comments about the care your father is receiving at St Augustine's Place.


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Current Review Score: 8.1 (8.095)

Overview of Review Score

The Review Score of 8.1 (8.095) out of 10 for St Augustine's Place is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 3.6 out of 5 from 7 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 4.5 out of 5 from 4 positive Reviews in the last 24 months.

Detailed Breakdown of Review Score

The maximum Review Score for a Extra Care Housing 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 3.595 for St Augustine's Place is calculated as follows: ( (44 Excellents x 5) + (11 Goods x 4) + (4 Satisfactorys x 3) + (1 Poors x 2) + (24 Very Poors x 1) ) ÷ 84 Ratings = 3.595

  • 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').

    5 points are available for the first 5 Positive Reviews in the last 24 months: 3 points for the first Positive Review, and then 0.5 Points for each of the next 4 Positive Reviews. (1st = 3, 2nd = 0.5, 3rd = 0.5, 4th = 0.5, 5th = 0.5)

    The 5 points relating to the number of Positive Reviews for St Augustine's Place is based on 7 Positive Reviews in the last 24 months and is calculated as follows: 3 + 0.5 + 0.5 + 0.5 = 4.5

  • 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 Extra Care Housing does not have a review in the last 24 months, then it will not have a Review Score.

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Awards / Recognitions (1)

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Meet the Team (1)

Danielle

Danielle Bullent

Job Title: Registered Manager

Joined: 2021

Danielle started with NorseCare in July 2021 and has been the Registered manager of St Augustine's Place since June 2022.


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