Surrey care home celebrates 'Outstanding' rating

28 February 2019 . United Kingdom

A Surrey care home has been awarded an ‘Outstanding’ rating by the regulator – the highest outcome possible – placing it amongst the top 3% of care homes in England.

  • Bupa Arbrook House praised by regulators for its exceptional person-focused care
  • The team commended for heart-warming support of residents’ personal interests, going as far as to arrange surprises from celebrities including Andy Murray
  • The highest rating possible puts the Esher care home in the top 3% in England
Care home employees

Colleagues at Bupa Arbrook House in Esher were praised by the Care Quality Commission (CQC) for providing ‘exceptional care’ and going ‘above and beyond’ to ensure that people were treated with kindness and compassion. The report celebrated staff for ‘caring for people in a way that exceeded all expectations’ - tailoring care around residents’ individual needs, preferences and histories.

By getting to know their personal interests, staff were able to provide care and support tailored to them – even calling on celebrities to help surprise them. Knowing that one resident was a huge tennis fan, staff arranged a surprise message from Andy Murray thanking her for the support.

Elsewhere colleagues demonstrated the same approach for end of life care, ensuring they did everything possible to grant people’s final wishes. For example, another resident had a passion for rock music. Conscious that he was unable to leave the home, the team arranged for the guitarist from The Dave Clark Five to come and play some music in his room.

Speaking of the achievement Jonathan May, Home Manager at Bupa Arbrook House, said: “It’s like a big family here – we take the time to get to know residents individually, and base the care around this. This understanding motivates us all to go the extra mile for residents, and I’m absolutely delighted that it’s been recognised with this rating.”

The report spoke highly of colleagues and management at the home, noting that: ‘without exception, people were complimentary about the caring nature of the staff’. One resident quoted in the report said, "The best thing is the people who work here, I get on with all of them, they talk to me and I feel special."

In another example noted by the report, when resident Shirley wanted to renew her wedding vows with her husband, John, staff arranged for the ceremony to take place at the home and even hosted stag and hen parties. Reflecting on the service, a relative said: “What staff did was incredible, I couldn’t believe it! It was wonderful.”

Elsewhere, the report notes how a resident lost a small cross which they used to carry with them. On hearing the news, Home Manager Jonathan spent his own time carving a new wooden cross to replace it. The resident – who has been anonymised in the report – told inspectors what this meant to them, saying: "I carry it every minute with me. This is beautiful. It's respecting my religion."

Another resident had played the violin their whole life, performing in orchestras around the world. Engaging their interest, a colleague asked if they would like to give them lessons, which brought back a lot of positive memories for the resident.

In addition to its person-centred care, the home was complimented for its meaningful and interesting activities, including involvement in the development of a training video for the home, a trip to Madame Tussauds and a private tour around an RAF Museum, which were well received by everyone at the home.

Joan Elliott, Managing Director for Bupa Care Homes, commented: “By really getting to know their residents, the team at Arbrook House deliver exceptional standards of care. The examples from the report are heart-warming and represent just a fraction of the fantastic stories to come from the home. Everyone is thoroughly deserving of this Outstanding rating - congratulations all.”

Rt Hon Dominic Raab, MP for Esher and Walton, recently visited the care home to meet with residents and colleagues, and took time to plant a tree in the grounds.

Speaking on news of the rating, Raab said: “It’s vital that we support our older residents to live well in their older years, and I’m delighted that Arbrook House is doing such a great job. Having visited the home recently, I was able to see the team’s work firsthand and the levels they reach to support residents, and I know this rating is well earned.”

James Frewin, Head of Inspection for Adult Social Care, added: “While reading this report I was really impressed by the outstanding level of care and support people received from staff at Arbrook House Care Home. I was delighted to see care that was exceptionally person-centred where people’s lives and well-being were enriched by passionate and caring staff who encouraged and supported people.

“People benefited from an organised service with excellent leadership. The service had a clear vision for providing high quality care where people were at the heart of the service, and this was clearly demonstrated through every aspect of the care provided. The service was a model for compassionate care. People were helped to develop meaningful and positive relationships with staff who knew their individual needs.

“The team at Arbrook House Care Home should be extremely proud of the work they do. I congratulate everyone there for achieving our highest rating.”

The care home received the ‘Outstanding’ ratings in the ‘Caring’, ‘Responsive’ and ‘Well-Led’ categories of the report, ranking as ‘Good’ in the other two areas. The overall rating was deemed Outstanding.

Arbrook House is Bupa’s fourth ‘Outstanding’ home, alongside Bupa Eglantine Villa in Dartford, Bupa Tenterden House in St Albans and Bupa The Links in Poole.


About Bupa

Bupa's purpose is helping people live longer, healthier, happier lives.

With no shareholders, our customers are our focus. We reinvest profits into providing more and better healthcare for the benefit of current and future customers.

Health insurance accounts for the major part of our business with 15.7m customers and contributes over 70% of revenue. We operate clinics, dental centres and hospitals in some markets, with 15m customers. We care for around 23,000 residents in our UK, Australia, New Zealand and Spain aged care businesses.

We directly employ around 80,000 people, principally in the UK, Australia, Spain, Poland, Chile, New Zealand, Hong Kong, Turkey, the US, Brazil, the Middle East and Ireland. We also have associate businesses in Saudi Arabia and India.

For more information, visit www.bupa.com.

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