Quality care, quality ageing
The feedback is in for our aged care services in Australia
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 March 2024, which included 6,129 responses from our current residents and their relatives in Bupa care homes throughout Australia:
6,129 responses
from our current residents and their relatives in Bupa care homes throughout Australia
94% Positive
are satisfied with their experience at Bupa Aged Care*
How we treat and respect you
Our team members are highly trained to provide you with quality care.
As part of this it’s key that they treat you with respect, embrace our values of caring and kindness and explain things clearly to you.
Knowing you and your needs
Key to our quality care promise is understanding your needs and enabling you to make the choices that let you live your life to the full.
Clinical governance in aged care
Getting the care and support you need is critically important, and our teams are passionate about delivering timely care that respects your wants and needs.
98% Positive
Bupa Aged Care Team was caring towards them*
96% Positive
Felt team members were competent at Bupa care home*
97% Positive
Got the care they needed*
Your aged care standards committee
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.
Staying healthy
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.
85% Positive
Enjoyed the food we provide*
89% Positive
Had a say in what daily activities they participate in*
95% Positive
Felt their room was kept clean for them*
Connecting your relatives and friends
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.
94% Positive
Felt encouraged to share feedback or suggestions*
93% Positive
Felt we communicated well with them*
Quality ageing for your care
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.
Looking to share feedback?
We value your voice in providing quality care.
Search for a Bupa care home
See what a local Bupa care home can offer you.
* Feedback in the most recent Resident Experience Survey. Survey date: March 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).