Bupa UK celebrates fifth 'Outstanding' care home

25 March 2019 . United Kingdom

Bupa UK is celebrating its fifth ‘Outstanding’ care home, after the CQC published a glowing report on Bupa St. Mark’s in Maidenhead, Berkshire. The rating puts the home within the top 3% of care homes in England.

  • Bupa St. Mark’s praised for putting individuals’ preferences at the heart of care
  • Inspectors praised innovative dementia training and Bupa’s #NeverTooLate campaign
  • Staff applauded for embracing continuous learning and positive change
  • St Mark’s becomes Bupa’s second home to be rating ‘Outstanding’ in two weeks
Bupa St Mark’s Outstanding

The home was rated as ‘Outstanding’ in three categories of the report – ‘Caring’, ‘Responsive’ and ‘Well-Led’ – while ranking as Good under the areas of ‘Safe’ and ‘Effective’.

It’s Bupa’s second ‘Outstanding’ rating in a fortnight – with regulators also awarding the rating to Bupa Arbrook House in Surrey on 26 February – and follows similar ratings at Bupa’s The Links in Bournemouth, Tenterden House in St Albans and Eglantine Villa in Dartford. The company also has an ‘Outstanding’ rating for domiciliary care at its retirement village, Richmond Nantwich.

Colleagues at Bupa St. Mark’s in Maidenhead were praised by the Care Quality Commission (CQC) for providing ‘exceptional care’ and enhancing the lives of people living at the home. The report celebrated staff for embracing continuous learning, positive change, new ways of working and excellence in care techniques and practices.

By understanding people’s personal preferences, the report found residents at the home were truly respected and valued as individuals, and were empowered as partners in their care.

Speaking of the rating, Joan Elliott, Managing Director of Bupa Care Services, said: “An ‘Outstanding’ rating is only made possible when the whole team works together brilliantly, and I’m absolutely thrilled for everyone at St Mark’s. The report makes for lovely reading and includes just a handful of the wonderful stories to have come from the home.

“It’s a real pleasure to see another or our homes rated ‘Outstanding’ and we’re committed to bringing even more up to this exceptional standard.”

The CQC report praised the excellent workplace culture and found staff provided glowing feedback about the management team. Inspectors noted that the committed attitude from staff had helped to ensure the best care and support for people and their relatives.

Staff were found to deliver care tailored to each individual’s own preferences, and had designed individual care plans to ensure maximum independence was encouraged and maintained, especially for those living with dementia.

When asked about the care received at St Mark’s, one resident said: “I think the care is excellent. The staff are very approachable, very kind, very professional.” Another said: “What I like about these carers, [is that] they treat me like I was their own mother.”

Ellie Faramarzian, General Manager at Bupa St. Mark’s, commented: “This rating is testament to the hard work of every single colleague at the home and we’re absolutely over the moon. It’s the little things that make a big difference, which is why we really get to know all our residents on a personal level. By doing this we can help ensure that their later years are just as rewarding as their younger ones.”

Lesley Andrew, Regional Director for Bupa Care Services in London and the Home Counties, added: “Family values run deep at St. Mark’s. Regardless of whether they’re residents or staff, people really look out for each other, and this rating reflects that. The inspectors were so impressed by the caring and compassionate environment at the home. I couldn’t be prouder of them all.”

Colleagues also demonstrated a tailored and personalised approach to care, ensuring they did everything possible to accommodate people’s preferences. For example, a bereaved resident who had lost his wife before moving into the home wanted to make a memorial garden. Staff helped him plant a rose and installed a plaque.

Supporting people to express their views and be involved in their care planning is also heavily encouraged at St. Mark’s. On coming to the home one resident said: “It was an eye opener. They are kind and gentle and very understanding.

“They had time to listen to me and try to understand what was lacking in my life. I wouldn’t want to be spending another day out of here. The day I came in here was the beginning of my life.”

The service was also commended for its popular #NeverTooLate scheme, a programme which allows people to fulfil life wishes. In one instance, a resident was delighted after meeting the guinea pigs at a mobile farm which visited the home, later asking if she could keep one as her own. Following this, colleagues at the home bought her a guinea pig and continue to help her care for it – with the resident describing it as the ‘pet of her dreams’.

Also praised was the home’s innovative approach to dementia training. The report highlighted an example of dementia virtual tours, where staff received “a greater insight into the daily lives and obstacles faced by those living with dementia”, as an innovative approach to help staff with dementia care.

Situated in a quiet residential area close to Maidenhead town centre, St. Mark’s provides care for up to 80 residents, including those requiring residential, respite, dementia and palliative care. The home is surrounded by landscaped gardens and features a tranquil, sensory garden.


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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