Florence House

Porthill Bank, Porthill, Newcastle-under-Lyme ST5 0AE

Florence House, Newcastle-under-Lyme, Staffordshire
Florence House, Newcastle-under-Lyme, Staffordshire
Florence House, Newcastle-under-Lyme, Staffordshire

Florence House has thirty-six comfortable bedrooms and a highly-qualified team of carers, experienced and thoroughly resourced to specialise in both residential and dementia care.

High care standards are practised within a living environment that supports personal freedoms, an active lifestyle and even has its own salon.

Long-term and short stays are available from a team that take pride in their community reputation and adherence to regulatory requirements.

Group: Safe Harbor

Person in charge: Mandy Dennis (Manager)

Local Authority / Social Services: Staffordshire County Council (click for contact details)

Type of Service: Care Home only (Residential Care) – Privately Owned , 36 residents

Registered Care Categories*: Dementia • Mental Health Condition • Old Age • Physical Disability • Sensory Impairment

Specialist Care Categories: Alzheimer's

Admission Information: Ages 60+.

Single Rooms: 36

Rooms with ensuite WC: 1

Facilities & Services: Day Care • Respite Care • Separate EMI Unit • Own GP if required • Own Furniture if required • Pets by arrangement • Close to Local shops • Near Public Transport • Minibus or other transport • Lift • Wheelchair access • Gardens for residents • Television point in own room • Residents Internet Access

Latest CQC* Report on Florence House: click here

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

Bed Vacancies

Please Contact Us for Latest Vacancies

Current Reviews

Review Score: 9.7 (9.654)

The Review Score of 9.7 (maximum of 10) for Florence House is based on 15 Review/Recommendations in the last 2 years. This Review Score of 9.654 is made up of a Quality Score of 4.821 Points (maximum of 5) relating to the rating and a Quantity Score of 4.833 Points (maximum of 5) relating to the number of positive Reviews/Recommendations.

  • The maximum Review Score for a care home / service is 10 and it is based on the published (including Restricted Publication) Reviews in the last 2 years. When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.

    The Review Score of 9.654 for Florence House is based on 15 Reviews/Recommendations in the last 2 years.

  • The Review Score (maximum of 10) is made up of a Quality Score (maximum of 5) and Quantity Score (maximum of 5):

    • Quality Score: 5 Points are available for the average rating. For each review the care home / service is rated Excellent, Good, Satisfactory, Poor or Very Poor on a number of areas eg Staff, Management etc. The care home / service receives points for each rating as follows: Excellent = 5. Good = 4. Satisfactory = 3. Poor = 2. Very Poor = 1. These points are added up and then divided by the total number of completed ratings to generate the average rating. (Please note that the ratings of Very Poor and Poor have only been available since the change from Recommendations to Reviews on 7th July 2015.)

      The Quality Score (average rating) of 4.821 for Florence House is calculated as follows: ( (134 Excellents x 5) + (27 Goods x 4) + (1 Satisfactorys x 3) ) ÷ 162 Ratings = 4.821

    • Quantity Score: 5 Points are available for the number of 'Positive Reviews' for a care home / service. A Positive Review is defined as:

      • Any Review with 'Extremely Likely' or 'Likely' in answer to the question 'How likely are you to recommend this care provider to friends and family if they needed similar care or treatment?'

      • Any Recommendation. Before the change from Recommendations to Reviews on 7th July 2015 all feedback was limited to Recommendations (ie positive comments only)

      The 5 points available are broken down as follows:

      1. 3 points for receiving the first Positive Review.

      2. 0.1 Point per Positive Review, up to a maximum score of 1 Point. (ie a care home / service requires 10 Positive Reviews to receive the maximum score of 1 point.)

      3. (Number of Positive Reviews ÷ number of registered beds) x 2, up to a maximum score of 1 Point. ie a care home / service has to receive a number of Positive Reviews equal to half of the number of registered beds to obtain the maximum score of 1 point. eg a care home / service with 40 registered beds has to receive 20 Positive Reviews to obtain the maximum score of 1 point.

        (For Adult Day Care Centres and Extra Care Housing which do not have a registered number of beds, 1) and 2) are replaced by the formula of 0.2 points per Review, up to a maximum score of 2 points. ie a listing needs 10 Reviews to receive the maximum score of 2 points

      The Quantity Score of 4.833 for Florence House is calculated as follows:

      1. 15 Positive Reviews = 3

      2. 0.1 x 15 Positive Reviews = 1.500 (maximum score = 1)

      3. (15 Positive Reviews ÷ 36 Registered Beds) x 2 = 0.833

  • The Review Score is based on user Recommendations/Reviews submitted in the last 2 years. The maximum Review Score is 10. There are 5 Points available for the average of all ratings on users Recommendations/Reviews (Excellent 5, Good 4, Satisfactory 3, Poor 2, Very Poor 1). There are 5 Points available for the total number of positive Recommendations/Reviews submitted in relation to the number of beds at the Care Home.

  • Before 1st July 2015 carehome.co.uk only accepted Recommendations (positive comments only) and the Ratings were limited to Excellent, Good & Satisfactory. These are marked up as Recommendations.

  • As of 1st July 2015 carehome.co.uk changed from Recommendations to Reviews (positive and negative comments) and added the Ratings Poor and Very Poor. These are marked up as Reviews. Between 1st July and 31st December 2015, we are still processing a number of Recommendations from Recommendation cards sent out before 1st July (These are marked up as Recommendations).

  • We receive approximately 15% of Reviews/Recommendations through website submission and 85% of Reviews/Recommendations through Review/Recommendation Cards (only available to Enhanced Listings more info).

  • We only accept/publish Reviews that are submitted by a Resident/Service User or their Friends/Family (cannot be submitted anonymously) and comply with our Content Standards (eg are relevant, informative, civil and do not contain allegations of abuse, negligence or criminal activity).

  • Before publication, we check that all reviews comply with our Review Policy and we show all reviews to care providers so that they may submit a response to be published with the review.

  • The Recommendations/Reviews submitted to our site do not represent our views and we accept no responsibility or liability for any such Recommendations/Reviews.

  • For further information on Reviews, the Review Score and our move from Recommendations to Reviews please click here.


My partner has been a resident at Florence House for 18 months and I've found the staff there are very friendly, helpful and very welcoming. There's always a happy atmosphere and my partner has settled there and feels safe. I never thought that would happen.

How likely would you be to recommend Florence House? Extremely Likely

Overall Standard: Excellent

Facilities: Excellent

Care / Support: Excellent

Cleanliness: Excellent

Treated with Dignity: Excellent

Food & Drink: Excellent

Staff: Excellent

Activities: Excellent

Management: Excellent

Safety / Security: Excellent

Rooms: Excellent

Value for Money: Excellent

After putting my mum into Florence House care home it was like having a load lifted off my shoulders to know she was safe, looked after, kept clean, medication sorted, fed properly. All the staff are all friendly and helpful and if I need to know anything it would be sorted straight away. I am really pleased that my mum is cared for.

How likely would you be to recommend Florence House? Extremely Likely

Overall Standard: Good

Facilities: Good

Care / Support: Good

Cleanliness: Good

Treated with Dignity: Good

Food & Drink: Good

Staff: Good

Activities: Good

Management: Good

Safety / Security: Good

Rooms: Good

Value for Money: Good

Mum is very happy at the home, she has a nice big room and has definitely improved since being here. She is much more mobile than she was at home and has recently begun to communicate more than she has for years, obviously the activities have helped with this as she has told me a little bit about them. I am happy that she is in a good place where I don't have to worry that she is taken care of. Thank you!

How likely would you be to recommend Florence House? Extremely Likely

Overall Standard: Excellent

Facilities: Excellent

Care / Support: Excellent

Cleanliness: Excellent

Treated with Dignity: Excellent

Food & Drink: Excellent

Staff: Excellent

Activities: Excellent

Management: Excellent

Safety / Security: Excellent

Rooms: Excellent

Value for Money: Excellent

The staff are always smiling, helpful and approachable. Residents appear happy and content to be there and are always treated with respect and dignity. All of the staff muck in and help out where needed.

Always some sort of activity going on within the home and residents are also taken to outside activities as well.

All in all a great place to be!!!! My mind is at ease knowing that once I have visited my loved one they are in great hands after I have left!!!

How likely would you be to recommend Florence House? Extremely Likely

Overall Standard: Excellent

Facilities: Excellent

Care / Support: Excellent

Cleanliness: Excellent

Treated with Dignity: Excellent

Food & Drink: Excellent

Staff: Excellent

Activities: Excellent

Management: Excellent

Safety / Security: Excellent

Rooms: Excellent

Value for Money: Excellent

Always made to feel welcome, warm and friendly atmosphere. Staff and the service is faultless.
The residents always seem at ease and happy, staff meet their every need.
There is always somebody around to talk to and query things.

How likely would you be to recommend Florence House? Extremely Likely

Overall Standard: Excellent

Facilities: Excellent

Care / Support: Excellent

Cleanliness: Excellent

Treated with Dignity: Excellent

Food & Drink: Excellent

Staff: Excellent

Activities: Excellent

Management: Excellent

Safety / Security: Excellent

Rooms: Excellent

Value for Money: Excellent

Plenty of privacy, pleasant staff and always a cup of tea available when requested also bath and shower when requested.

Facilities: Good

Care / Support: Excellent

Cleanliness: Excellent

Staff: Excellent

Activities: Good

Management: Excellent

Safety / Security: Good

Rooms: Excellent

Value for Money: Excellent

They look after you the best they can so that nothing happens to you. I would be sad to leave here.

Facilities: Good

Care / Support: Good

Cleanliness: Excellent

Food & Drink: Good

Staff: Good

Activities: Good

Management: Good

Safety / Security: Satisfactory

Rooms: Excellent

Value for Money: Good

It's very good. The staff are good at their job. I think its very clean and kept on top off. The food is fairly good here.

Overall Standard: Excellent

Facilities: Excellent

Cleanliness: Excellent

Food & Drink: Excellent

Staff: Good

Activities: Excellent

Management: Good

Safety / Security: Excellent

Rooms: Excellent

Value for Money: Excellent

It's excellent and I am really happy to be here. It's very nice where I sit in the dining room where I eat. I really enjoy the entertainment we have here and to sing a long. I love to dance too.

Facilities: Excellent

Care / Support: Excellent

Cleanliness: Excellent

Food & Drink: Excellent

Staff: Excellent

Activities: Excellent

Management: Excellent

Safety / Security: Excellent

Rooms: Excellent

Value for Money: Excellent

I volunteer at Florence House along with my friend. We find the home to be lovely and the staff are wonderful. The thought of getting old is not a pleasant one, but knowing there are places like Florence House, makes it easier. The home welcomes you as soon as you enter and the staff are wonderful. Well done and keep it up, your home and staff are a credit to you.

Facilities: Excellent

Care / Support: Excellent

Cleanliness: Excellent

Food & Drink: Excellent

Staff: Excellent

Activities: Excellent

Management: Excellent

Safety / Security: Excellent

Rooms: Excellent

Value for Money: Excellent

I was dreading the thought of my mother being in a care home, but the management and all staff are wonderful to my mother and have been very helpful to me and the rest of our family. I know that my mother is safe, happy and being well cared for.

Facilities: Excellent

Care / Support: Excellent

Cleanliness: Excellent

Food & Drink: Excellent

Staff: Excellent

Activities: Excellent

Management: Excellent

Safety / Security: Excellent

Rooms: Excellent

Value for Money: Excellent

I had reservations when it was time for my nan to go into a home. After looking at all the homes available, Florence House was the only one which we warmed to. The staff were lovely and soon put my mind at rest. Nan is well looked after and she has never looked better. credit to the staff and manager who made the process easy to swallow. I cannot recommend Florence House enough. Thank you.

Facilities: Excellent

Care / Support: Excellent

Cleanliness: Excellent

Food & Drink: Excellent

Staff: Excellent

Activities: Excellent

Management: Excellent

Safety / Security: Excellent

Rooms: Excellent

Value for Money: Excellent

When my father was taken poorly and needed a residential home, I was very worried as I did not know what to expect. The staff at Florence House made the process very easy, they were extremely professional and helped my dad settle in very quickly. He is a new man again, as the care and support they give him has given him a new lease of life. I could not recommend them highly enough. Thank you Florence House.

Facilities: Excellent

Care / Support: Excellent

Cleanliness: Excellent

Food & Drink: Excellent

Staff: Excellent

Activities: Excellent

Management: Excellent

Safety / Security: Excellent

Rooms: Excellent

Value for Money: Excellent

My dad has been in Florence house for 14 months now. The staff and management are outstanding. Nothing is too much trouble for them and that's how it should be. My dad had his 1st birthday at the home. He was 93. They baked him a cake and had a little party in the lounge for him, relatives and any other residents who wanted to attend. He was given a crown to wear and he was king for the day. A really great day for dad and family. There is a whole lot more that could be said, just touching the iceberg.

Overall Standard: Excellent

Facilities: Excellent

Care / Support: Excellent

Cleanliness: Excellent

Treated with Dignity: Excellent

Food & Drink: Excellent

Staff: Excellent

Activities: Excellent

Management: Excellent

Safety / Security: Excellent

Rooms: Excellent

Value for Money: Excellent

Two years of exceptional care, a very active 88 year old who enjoys a 12 hour day. Tea at 6am, quality food, my own room with bureau writing desk allowing me to maintain contact with our editor of regional newspaper (The Sentinel).

Facilities: Excellent

Care / Support: Excellent

Cleanliness: Good

Treated with Dignity: Excellent

Food & Drink: Excellent

Staff: Excellent

Activities: Good

Management: Excellent

Safety / Security: Good

Rooms: Excellent

Value for Money: Excellent

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  • We only accept/publish Reviews that are submitted by a Resident/Service User or their Friends/Family (cannot be submitted anonymously) and comply with our Content Standards (eg are relevant, informative, civil and do not contain allegations of abuse, negligence or criminal activity).

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Care Home Idol 2015

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