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Standards of care

We believe that older people should be cared for with dignity and respect. We aim to provide the highest standards of care and service for our residents and to use our experience and knowledge to ensure that each resident, their families and friends are treated as individuals at all times.

 

Person-centred care

At a Bupa care home each resident is cared for as an individual, having their own personal care plan which is regularly reviewed and monitored. Each resident has their own key carer or named nurse, whose initial aim is to get to know as much about that resident as possible. The personal care plan includes information to help us achieve this, such as:

  • care needs, how they can be met and the level of support required
  • outline of social needs, including any religious or cultural preferences
  • examples of activities and actions that the resident can undertake to promote and maintain the highest possible standard of good health and wellbeing
  • any personal preferences, for example sleeping with the light on, regular trips into the garden
  • personal hobbies and interests
  • physical restrictions and dislikes

We try to make rooms as much like home as possible, which is why we encourage residents to bring in personal belongings with them, such as pictures, ornaments or even small pieces of furniture. Each home has a team of housekeepers who will keep each resident's room and belongings clean and tidy on a daily basis.

Dedicated staff

We are proud to have a team of committed, highly trained carers. We fully support staff that choose to take more formal qualifications, including NVQs in care and NVQs in catering, and have specific training programmes for staff that specialise in dementia care.

We also provide specialist training through our award-winning initiative called “Personal Best”. This is designed to make sure that as well as being highly trained in their jobs, our staff know how to treat and care for you as an individual, remembering the little things which are really important to you.

Bupa is one of the largest organisations in the UK to gain the government-backed Investors in People (IIP) award, which sets out a level of good practice for training and development of people to achieve business goals.

Independent inspections

All our care homes are rated regularly by external inspectors. We are proud to say that most of them receive “good” or “excellent” ratings. You can obtain the most recent inspection report for each of our homes on their page within this website.

Find a care home

The inspections are carried out by different regulatory bodies depending on the country they are in.

Care ratings

England
The Care Quality Commission (CQC) covers all care homes in England. From Spring 2008, they began to publish overall quality ratings for care homes, known as 'star ratings'. The inspection process and ratings are based on national minimum standards grouped into seven categories:

  • choice of home
  • daily life and social activities
  • health and personal care
  • complaints and protection
  • environment
  • staffing
  • management and administration

Not all homes have been given a rating yet. The ratings are:

  • 3 stars means “excellent”
  • 2 stars means “good”
  • 1 star means “adequate”'
  • no stars may mean “poor” or that the home has not yet been rated

Scotland
In Scotland, homes are inspected and regulated by The Scottish Commission for the Regulation of Care (SCRC) and publish ratings based upon four categories:

  • quality of care and support
  • quality of environment and information
  • quality of staffing
  • quality of management and leadership

Not all homes in Scotland have been inspected and some have not been inspected in all four categories. Each category is given a rating between one to six:

  • 6 means "excellent"
  • 5 means "very good"
  • 4 means "good"
  • 3 means "adequate"
  • 2 means "weak"
  • 1 means "unsatisfactory"

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