Visiting and keeping in touch

Our doors are open 24/7 so you can visit friends and relatives in a Bupa care home whenever you want. We know that it’s important for you to be involved in the care of your loved one, and kept up-to-date on their life in the care home even when visiting in person is not possible. Here’s how we help to make sure that happens.

Day-to-day contact

You can visit your loved one whenever you want – our doors are open 24 hours a day, seven days a week. However, it’s a good idea give some thought to your loved one’s daily routine. For example, it may not be best to visit when they’re having nursing treatment, resting or are likely to be asleep.

You can visit at meal times – and can pay to have a meal yourself if you like, just let the care home know in advance.

Because it’s not always easy to visit in person, you can also contact your loved one by:

telephone – you can call directly, if they have their own phone in their room, or ask a member of staff to pass on a message.
email – we’ll pass on email messages you send to your loved one and some homes have internet access for residents’ use.

Getting the most out of your visit

Plan something specific to do during your visit – for example, letter writing, playing games, looking at pictures, or spending time outdoors.

You’re welcome to enjoy the grounds and communal areas, or you can visit with your loved one in their own room if you would like more privacy.

Before you leave, arrange your next visit so you both have that to look forward to.

Visits away from the care home

You and your loved one might want to spend time away from the care home for a meal, a day trip, a weekend away or a longer holiday. As soon as you’ve made your plans, let the key carer or the care home manager know – so staff can prepare medicines and any specialist equipment, and to allow time if other arrangements have to be made.

Visiting people with dementia

Sometimes people with dementia become confused and disoriented, which visitors can find alarming and upsetting. If the person you are visiting has dementia, be calm and patient with them and don’t take it personally if they appear upset by your visit, or aren’t sure who you are. It can help to simply talk to them while holding their hand.

Free guide: Caring for someone with dementia

More about our dementia care homes

Keeping you up-to-date

Some of our care homes hold meetings for relatives where home managers give updates on what’s happening in the home. These meetings are also an opportunity for you to ask questions, discuss issues and find out about events and activities.

They’re also a good opportunity for you to meet other residents’ relatives, share experiences get support from people in similar situations.

Meetings vary in frequency and format according to the care home. Speak to the manager for more details. (See ‘Contact a care home’ below.)

Newsletters

Our ‘Generations’ newsletter for residents and relatives is published throughout the year and gives you the latest news from across all our care homes.

Latest edition of Generations (PDF format)

Register to receive our e-newsletters

When you should contact us

If you're going away

If you’re going away on a holiday or business trip and your contact details will be different for a significant time, please leave temporary contact details with the care home so they can get in touch in case of emergency. (See ‘Contact a care home’ below.)

If you're moving house

Let the care home know if you’re moving house so they can keep their records up-to-date. It is important they have the correct contact details in case of emergency. (See ‘Contact a care home’ below.)

When we’ll contact you

If you’re the nominated contact on our records we’ll contact you immediately if your loved one is ill. It is therefore very important that you tell us about changes in your contact details.

Help and guidance

We’re experts and we’re here to help you.

For help and guidance on aged care advice, call our contact centre at any time (we’re here 24 hours a day, 7 days a week) on 0800 011 44 04 or fill in our contact form.

Contact us – contact form