Quality care, quality ageing

You deserve to be happy and cared for in residential aged care. And as a loved one, you expect the best from Bupa Aged Care and our people.

That’s why we're working with residents, government, and experts to deliver quality options for ageing and care in our care homes.

As part of this journey, we welcome and encourage feedback from our residents, as we want to ensure we are working to continuously make progress.

We run regular surveys, such as the “Resident Experience Survey,” where we ask our care home residents and their relatives how we are doing, and to rate their experience with us.

The survey asks residents and their relatives to tell us if we are meeting their expectations in a wide range of areas.

Here are the results of our latest Resident Experience Survey conducted in September 2024, which included 6,926 responses from our current residents and their relatives in Bupa care homes throughout Australia:

The Resident Experience and Community Engagement (RECE) committee is connecting residents, relatives, Bupa team members and outside input to drive meaningful change in the way we deliver quality care.

The RECE committee looks at several areas, ranging from the customer journey, to food, to how we manage and handle feedback and complaints.

Watch the video to learn about some of the challenges in aged care and what we are doing to address them.

Food in aged care

Providing hearty and nutritious meals is a key task for our homes and their chefs. 

Being mindful of your personal dietary needs and cultural requirements is also something we like to consider in our aged care weekly menu.

Lifestyle activities

Providing a wide variety of activities in our homes is not enough. We also want to support older people to maintain their independence.

Cleaning

Your room should be clean and ready for you at all times, not just when guests arrive.

We perform regular cleaning and laundry services to help.

If you are not able to visit, and want to feel connected to your loved one in an aged care home, please let us help.

When the COVID-19 pandemic hit, we provided residents with technology to help them stay connected even when visitation was restricted. We also enabled a new app called Bupa Connect to provide timely information for loved ones. 

Some residents also enjoyed being pen pals with local school children, sharing letters and drawings to keep them motivated and happy when loved ones couldn't visit.

Pictured: Screenshots of the Bupa Aged Care Connect app.

When it comes to aged care, we understand that one size doesn’t fit all. Making residents’ lives as healthy and happy as we can is at the heart of everything we do.

Our Resident Experience Survey looks at a range of service areas including:

• Care support: For residents and their loved ones

• Lifestyle activities: Along with home services.

• Food and dining: Providing more nutritious options.

• Volunteering: In addition to community engagement.

• Feedback and ideas: How we handle complaints.

• Better service delivery: Opportunities for continual improvement.

Although we're not able to get it right every time, we continue to listen and aim to provide better care.

We encourage residents and families to share their experiences, a key way of gaining feedback in line with the Australian Government’s eight Aged Care Quality Standards. In response, we're transparent in communicating survey outcomes and what new initiatives are introduced from resident and family input.

* Feedback in the most recent Resident Experience Survey. Survey date: September 2024. Where a result states “Always or mostly”, this combines the top two survey scores (with options of always, most of the time, some of the time, and never).