Extra Services

Information for residents and families about the issue with ‘Extra Services’ in some Bupa care homes

In 2018 Bupa undertook a review of Extra Services at our 21 care homes where these services were available. While we have found that the majority of Extra Services have been provided in these care homes, we identified that some Extra Services may not have been available, in full or in part.

As a result, in July 2018 we began contacting those residents and their families who may have been affected to apologise and to make payments (with interest) with respect to the relevant services.

Extra Services are additional ‘hotel type’ services, including a higher standard of accommodation and hospitality services. For example, Extra Services can include items such as access to hairdressing and other personal services, entertainment options or delivery of daily newspapers. Extra Services are not clinical or health services.

Not all Bupa care homes were affected. Residents who paid for Extra Services at the following homes may be affected:

NSW	VIC	QLD	TAS
Bankstown Banora Point Baulkham Hills Berry Dural Mosman Queens Park Sutherland Tamworth Roseville Willoughby	Berwick Bonbeach Caulfield Coburg Croydon Donvale Greensborough	Glenvale New Farm	South Hobart

We apologise unreservedly to those residents and families who have been affected. We are committed to addressing this issue to put things right.

All eligible current residents have been contacted and have received payments. To date, more than seventy-five percent of eligible former residents and their families have been contacted. Our team is currently attempting to make contact with remaining residents and families who may have been impacted to finalise payments.

If you are a former resident or an immediate relative and believe you may have been impacted, please get in touch with us as soon as possible on 1300 072 311 (Monday to Friday, 9.00-5.00pm AEST) or email bupaextraservices@bupa.com.au to confirm your contact details. When contacting former residents and their families, we are using the contact details provided during a resident’s stay, so if your contact information has changed it is particularly important that you contact us to let us know.

Bupa will continue to actively attempt to make contact using available contact information until at least the end of March 2020 and we encourage former residents or their representatives to contact us to confirm their contact details. We will continue to regularly update this webpage with information on contact activities and key dates.

You can also choose to raise any concerns you have with the Aged Care Quality and Safety Commissioner, who provides a free service to people receiving aged care services subsidised by the Australian Government. The contact details for the Aged Care Quality and Safety Commission are available at https://www.agedcarequality.gov.au/ or by calling 1800 951 822 (free call).

Frequently asked questions

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What are Extra Services?

In those care homes where Extra Services were available, residents paid an additional fee for access to enhanced accommodation and hospitality services. This may have included a room’s size and furnishings, in-room TV options or other services such as hairdressing.

Extra Services are not clinical or health services.

In order to provide Extra Services, aged care providers must be approved as an Extra Service Status provider by the Department of Health. The Extra Services Fee is approved by the Aged Care Pricing Commissioner.

Bupa Aged Care has since revoked Extra Service Status at all of our care homes.
What happened?

Until 2018, Extra Services were available in 21 of our 72 care homes. While we have found that the majority of Extra Services have been provided in these care homes, we identified that some Extra Services may not have been available, in whole or in part at these homes.
What are you doing to fix things?

We are committed to putting this right. We are contacting all families who may have been impacted to arrange payments (with interest) in respect of the relevant services.

All eligible current residents have been contacted and repaid, with interest, for the relevant services. To date, more than seventy-five percent of eligible former residents and their families have been contacted. Bupa’s remediation team are currently attempting contact with remaining residents and families to finalise the payment process.

Who is affected?

Residents who paid for Extra Services at the following homes may be affected:

NSW	VIC	QLD	TAS
Bankstown Banora Point Berry Dural Mosman Queens Park Sutherland Tamworth Roseville Willoughby	Berwick Bonbeach Caulfield Coburg Croydon Donvale Greensborough	Glenvale New Farm	South Hobart

How long will the remediation process take?

If you have been impacted, you or a representative of yours will be contacted and offered a repayment (with interest) with respect to the extra services fees you paid during your stay. Bupa has attempted to contact all residents who may have been impacted, their representatives or families by phone or mail (or in some cases both) using internal contact information and will continue to do until at least the end of March 2020.

When contacting former residents and their families, we are using the contact details provided during a resident’s stay, so if your contact information has changed it is particularly important that you contact us to let us know. If you are a former resident or an immediate relative and believe you may have been impacted, please get in touch with us as soon as possible on 1300 072 311 (Monday to Friday, 9.00-5.00pm AEST) or email bupaextraservices@bupa.com.au to confirm your contact details. We will continue to regularly update this webpage with information on contact activities and key dates.
How is the payment amount calculated for each resident?

We engaged independent external experts to develop a fair and equitable way of calculating the value of the services which may not have been available over the relevant period for each resident. When calculating the payment, if a service was partially provided, we will pay you in full for the relevant service. In addition, if there is evidence that a service was available in the past, but was later withdrawn, we will pay you for that service for the entire period you paid the extra service fees.

If you have a concern about the repayment amount you have been offered, you can contact our dedicated support line on 1300 072 311. Should you have concerns, a review of your repayment can be undertaken.
What can people do if they have concerns?

If you have any concerns, please call 1300 072 311 (Monday to Friday, 9.00-5.00pm AEST) or email bupaextraservices@bupa.com.au.

You can also choose to raise any concerns you have with the Aged Care Quality and Safety Commissioner, who provides a free service to people receiving aged care services subsidised by the Australian Government. The contact details for the Aged Care Quality and Safety Commission are available at https://www.agedcarequality.gov.au or by calling 1800 951 822 (free call).