Bupa is committed to providing great care and ensuring a safe and secure environment for all of our residents.
We know that families and residents decide what good care is to them, and each will have a different view of what constitutes good care. Feedback suggests good care is safe care, delivered by well trained staff with support for each resident to be as independent as they are able. The care and support provided must meet the needs of the person receiving the care first and foremost.
When we think about providing great care, we often use the following framework as a way of helping us to assess how well we do.
Person First is about whether our care puts each resident first; whether that care is given with respect, dignity and humanity; whether it supports each resident to have as much independence as they are able to and whether it accommodates their individual preferences as far as possible.
Hospitality is about how each resident receives certain services within the care home; whether the food is nutritious and wholesome, the laundry service effective; whether the environment within and outside the home is welcoming, attractive and safe.
Support and information is about how well information is provided to residents and their families in making a decision to enter residential care; within the care home, how well support and information flows on a regular basis; and how well any move or transition from the person’s home or hospital is supported.
We seek direct feedback from residents and their families on how well we meet their needs in these areas through our Resident Satisfaction Survey. Each Bupa care home does an annual survey. See the results of resident satisfaction surveys here.
We also have a Resident’s and Relative’s Committee, to ensure that the views of resident’s and their relatives are well heard by our company, with the objective of continuing to improve the care and services we provide. More information about the Resident's and Relative's Committee click here.
Clinical care is about certain clinical measures which are felt to be important to either the health of each resident or the quality of the medical, nursing and care provided. For example, how often are residents falling? How frequently are infections occurring? Our aim is constant improvement, through measurement of Quality Indicators. Our focus is on keeping our residents safer. See our progress on these measures here.
All providers of healthcare are required to undergo a certification (audit) process every so often against national health standards. The results for each of our care homes are available here and also on the Ministry of Health’s national website. See the results of Ministry for Health audits here.