Bupa Tenterden House rated Outstanding

09 April 2018 . United Kingdom

  • Report praises care home where residents ‘were central to everything that happened’
  • Colleagues go the extra mile for residents – even undertaking a half-marathon
  • St Alban site is Bupa’s second ‘Outstanding’ care home, among top 2% in England
  • Bupa MD congratulates team, noting the amazing dedication from staff in care homes

Colleagues at Bupa’s Tenterden House in St Albans are celebrating an ‘Outstanding’ CQC rating, putting it within the top 2% of homes in England.

The service received the regulator’s highest possible rating in both the ‘Caring’ and ‘Well-Led’ categories of the report, ranking as ‘Good’ in the other three areas.

In particular the report praised colleagues at the home for making sure residents were ‘central to everything that happened’, encouraging them to pursue their personal hobbies and interests. Management recognised for ‘a very good understanding of people`s needs’ and being ‘passionate about delivering a high quality service’.

In the case of one resident, the report noted how a team of nurses from the home quite literally went the extra mile, undertaking a local half marathon on her behalf. A former runner herself, Elizabeth Barber had joined the home after suffering a stroke, but had said to nurses that she’d love to cross the finish line one more time. Helping her achieve her goal, the team met Elizabeth towards the end of the race and crossed the line together.

In another example, on hearing a resident’s upset that was unable to attend his grand-daughter’s wedding, the activities team arranged for him to record a video to be played at the day, ensuring he felt involved in the day. 

Speaking of the rating Linda Marks, manager at Bupa Tenterden House, said: “We’re absolutely over the moon – it’s still sinking in! We’re like a big family at the home, and the result is thanks to a real team effort with everyone playing their part. We’ve always worked hard to do the best by our residents, and their feedback alone is enough to make it worthwhile. This rating is just the icing on the cake.”

Joan Elliott, Managing Director for Bupa Care Services, added: “I know the hard work that goes in to running a home, and how many of our people go above and beyond for residents every day. That’s why I’m delighted to see colleagues at Tenterden House recognised with this glowing report. It’s a fantastic achievement that they should all be very proud of. They put residents at the heart of everything they do, and are a brilliant example of person centred care.”

Andrea Sutcliffe, Chief Inspector of Adult Social Care for the CQC, commented: “The quality of care which our inspectors found here was exceptional and I am very pleased that we can celebrate the service’s achievements. An outstanding service is the result of a tremendous amount of hard work and commitment. I would like to thank and congratulate everyone involved.”

Tenterden House is Bupa’s second Outstanding home, alongside Eglantine Villas which received the status in 2017.

Allington Court – Tenterden House’s sister home with a shared site and manager – was also rated as Outstanding for its leadership its latest report. Published in July, the report praised the team for caring for people ‘in a holistic way rather than viewing their care needs in isolation’.

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 16.7m customers and contributes around 75% of revenue. We operate clinics, dental centres and hospitals in some markets, with around 15m customers. We care for around 22,300 residents in our aged care businesses in the UK, Australia, New Zealand and Spain.

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.