Quality care, quality ageing

At Bupa Aged Care, we believe your voice and experiences should shape the way residential care is delivered. Your happiness, wellbeing, and choices are at the heart of everything we do.

We’re committed to partnering with you to create care that reflects your needs, preferences, and values. That’s why we actively seek your feedback and work with you, your loved ones, government, and aged care experts to continuously improve the quality of care in our homes.

As part of this commitment, we regularly invite you and your family to share your experiences through tools like the Resident Experience Survey. These surveys are designed to understand whether we’re meeting your expectations across a wide range of areas - from daily routines to emotional wellbeing.

Your insights help us shape services that truly reflect what matters most to you.

In our most recent Resident Experience Survey (September 2025), 6,998 residents and their relatives across Bupa care homes in Australia shared their voices. This feedback is helping us evolve aged care into a model that is co-created with residents, not simply delivered to them.

At the heart of everything we do are the voices of our residents and their loved ones. Our Resident Experience and Community Engagement (RECE) Committee is our formal Consumer Advisory Body, giving residents and their representatives a genuine voice in shaping the care and services we provide.

Through the RECE Committee, residents can share their experiences, ideas, and feedback on what matters most to them - from improving our dining experiences to creating more meaningful lifestyle activities or finding better ways to listen and respond to feedback.

This committee is about more than being heard, it’s about being involved. Together, we can make decisions that enhance daily life in our homes.

By working closely with our Board and Executive Leadership Team, the RECE Committee helps drive meaningful change that reflects the needs, preferences, and values of our residents.

If you’d like to get involved, send your expression of interest to BVAC-RECE@bupa.com.au. Include your name, contact details and tell us:

• Why you would like to be part of RECE.

• What qualities, perspectives or experiences you could bring to this committee.

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

Mealtimes at your Bupa home are more than just nourishing - they’re a chance to relax, connect, and enjoy great food in good company.

You’ll have a variety of fresh, healthy meals, snacks and drinks to choose from each day, with options available to suit your dietary requirements, medical needs, or cultural or religious preferences.

Lifestyle activities

Whether you have particular hobbies, interests or daily routines, we are committed to helping you pursue the things that are important to you. You may even discover new interests or activities you enjoy!

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 aligned to the Australian Government’s Statement of Rights including:

• Care support

• Lifestyle activities

• Food and dining

• Responding to Feedback

• Opportunities for continuous improvement

We encourage residents and families to share their experiences. All feedback is invaluable in helping us understand what we are doing well and where we can make improvements to better support you or your loved ones.

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

*Results from the most recent Resident Experience Survey (Sep 2025), which measures the satisfaction of the resident and family member with different aspects of care at Bupa Aged Care. The score is out of 100 and combines the top two survey scores (“Always or mostly” satisfied).