Bupa Aged Care

Omg my mother is in a Bupa aged care home and I am constantly raising concerns I hope that I’m heard because it will be the last time I communicate with the home. I will go externally if I need to I gave two stars in the hope they improve on their care practices and staff attitudes

Our mother was here at the bupa nursing home in Ballina for almost 12 months and it was disappointing from the first day as her room was not even ready for her when she arrived and she had to wait in the hallway for half an hour , the pneumatic… Read more

mattress was leaking and wasn't replaced till the following week , the sensor pads that detect a fall didn't work and ended up not having any for the whole stay , she had 3 minor falls from bed while there and we were very concerned for her safety the whole time , if your loved one requires more than just basic care or medical attention than this place will be your worst nightmare , simple tasks like putting hearing aids in the correct way were a daily struggle here , the place is under staffed and the staff are under trained ,they get carers from overseas countries with no experience and are trained on the job and are often un supervised which is a recipe for disaster . During her stay here they had 2 general managers leave , probably because they did not want to be involved with this place or held responsible for what goes on here , Our poor mother had pneumonia and severe dehydration for a week and they did absolutely nothing to help her , I asked 3 different nurses if mum was ok and they all said she was fine she just had some flem stuck in her throat and needed to cough it up , you could clearly see she was not well, I asked for the nursing home doctor to see her and had to wait days before he came to see her and when he finally did I expressed my concern that mum had aspiration that she had inspired fluid on her lungs , he checked her over and said her lungs were fine but she was a little dehydrated, you could clearly see she was struggling so I told the nurse to call an ambulance and when they arrived they checked her over and said she definitely had lung trouble and was severely dehydrated and needed to go to hospital , they had to put her on a drip in the ambulance , upon arrival at the emergency department at the hospital the doctor examined her and sent her for xrays and then informed me she had pneumonia and was unlikely to survive , we spent the next 2 days watching her struggling to breathe and gasping for air before she finally passed ,the only consolation was that she was surrounded by family in her last hours.. The head nurse at the hospital told me all the worst elderly cases they get come from the bupa nursing home ....

Poor care, Never subject your loved ones to BUPA aged care – My husband has been in 2 Bupa aged care homes, one for about a month on respite, care was poor, always in a wet bed, no shower at all in that time, only meals provided were sandwiches, lost considerable amount of weight and firmly believe that we… Read more

would have lost him if we had not removed him, He then transferred to another Bupa home, initially care was better, food was of better quality, he has been in there about 12 mnths, I visit daily for several hours so am aware of things happening in home, he was not showered at one point for over 3 weeks, one carer threatened to put him outside in the dark if he did not stay in bed, he required toileting at around noon, a carer advised me that there is no toileting between 11.45am and 1.30pm due to lunch, husband was in tears as he did not want to soil himself, He has had money stolen from his wallet in his room this was kept only as he always has had a wallet and wanted to keep his wallet with 'taxi money' in it, in the last six months there has been a significant decline in the quality of meals, recently a 'mixed grill' was provided to residents, this consisted on fried battered fritz, crumbed sausage, slice of bacon, grilled tomato, slices mushrooms and wedges. This was the only option, when he went in we were advise that lunch consisted of a choice of 2 hot meals, recently on Fridays this has changed to only fish, previously it was fish or steak, I see the meals every day and most days they are now inedible, NEVER has fresh fruit been offered to residents, I have seen it delivered but it appears to be only available to staff, Laundry is appalling, many residents families take it home, over 20pairs of hubbies labelled socks have been lost, white shirts come back pink, I have caught them numerous times falsifying documentation, No communication from one shift to the next, Most days there are many residents in the dining room with no supervision, on several occasions I have had to break up fights between residents as no carers around. I have been advised by a RN to remove him from the facility, the nurse supervisor also advised me if not happy to remove him to another facility, and recently the manager advise me to remove him and gave me names of other nursing homes in the area. Clearly they do not want anyone who is at the home and can see the actions of the staff, the perfect resident is a public trustee dementia patient who has no relatives and this seems to be the type of resident they target. Cleanliness is poor, faeces on floor in room for 5 days before I reported it, I was hoping not to report it and that it would be cleaned but it was simply moved around, management simply turned this back on me blaming me for not reporting it. Management is very defensive about any complaints and will simply turn anything back on the complainant, they try and make you think you are the only one complaining however I am aware of at least 5 other families who are not happy and have been complaining. There are some wonderful carers in the facility however these are getting less and less as they seem to be leaving, most barely speak English and are on 457visa's, serving there time until they can get residency so they are not dedicated to the care of the elderly. Personally I would never recommend these facilities to anyone, and if your loved one is in one make sure you visit daily and at infrequent times to check on the care being given, Noticed that many people complain about the accounts, that is another story and am yet to receive a correct one in a timely fashion but compared to the care of the residents that is a minor concern. Update, today I was interrogated by the manager and assistant and advised that I was banned from the dining room because of my disruptive behaviour, after much discussion I was advised that it was more my comments on the food, I have never been disruptive in the dining room, infact I have broken up fights and I assist by feeding my husband, I believe that they do not want me to see the poor quality food that is now being served to residents and this is the main issue, my husband is now also banned from his only social activity of attending the dining room as he is required to dine in his room. I have since also found out that another family who frequently complain about the food have also been moved from the main dining room as well, so I guess that has solved the poor quality food issue.

My aunt is a resident at Maroubra Bupa. She is being taken care of in a lovely kind and caring manner. The staff are lovely. The activities are excellent and my elderly mother who visits her frequently during the week looks forward to going to spend a few hours there and see her sister happy and comfortable. My mother also loves the staff and the entertainment they have for the residents!

Great Staff Bupa Maroubra – My mother has been a permanent resident for over 4 years at Bupa Maroubra. In that time she has received care from a great family of staff who have a lot of patients and a good sense of humour. I would like to thank all staff for the great care she receives. Maria Evans

Excellent – BUPA St Ives have been nothing but excellent in their care of our Mum. The care staff, registered nurses and doctors have provided both compassionate and expert care since Mum has been a resident.

There is a constant smell of urine and excrement in the common areas at BUPA Age Care, Queens Park (NSW) and no ventilation. Residents do not seem to get the sanitary care needed in these premises.

BUPA Bateau Bay Lazy uncaring Staff – BUPA BATEAU BAY DONT EVEN THINK ABOUT IT , GIVE THIS PLACE A WIDE BIRTH. My Mother had the misfortune of staying there until her passing. In 2021. I was prompted to write this review when I seen on thier website they vlsim a 90% satisfaction they have got to be kidding. Who is doing that assessment ?? Unless there has been a dramatic change in… Read more

the staff attitude I very much doubt it.

My sister had to clean her room every day as no one else did it, poo all in the toilet catheter not emptied poured into a urine jug and left under her bed room smelt like a public toilet. Staff put her to bed as soon as my sister left at 4pm in the afternoon.

My mother was 95% blind couldn't walk nd was 100% deaf Staff couldn't be bothered to try to communicate, she couldn't see her meals do Staff were required to cut it up for her they didn't and many times even tell her her meal was there she didn't eat they just come and took it away. My sister visited every day to feed and attend to her.

Man in another room his family brought him in a TV, Staff took the TV from his room and put it in the common room as that TV was broken. His family didn't visit often so it was open slather.

I could write half a book on the lazy Staff there.

Please don't give yourself grief and guilt for choosing this place for your parent.

We feel terrible giving our mother this non care at her final year.

We had several online meetings with head office very little changed.

Staff members not knowing when to leave – Yesterday, xxxxx 2024, between 1430 and 1500 we visited our mother xxx xxx in room xx - Magnolia wing at Bupa Woodend. While we were there a staff member came in to ask what Mum wanted for dinner. Mum is in the final stages of life and her end of life plan was approved yesterday by a doctor, The person asking about Mum’s meal request would not… Read more

leave, even though it should have been evident to her that the family was gathered for a reason. Her reason for staying when she plainly wasn’t welcome at that time became evident when she said, ‘ Oh xxxx I am going to tell your family about the lovely thing we did for you. We got you something nice to eat, we got you a pizza, because you never get anything nice’. Really? What about the pizza we bring in and staff refuse to heat up for her? What about the fish and chips and other things she asks for, but the refuses to eat? What about the cakes, lollies and biscuits that sat in her cupboard and bedside drawer for weeks? They don’t count? The staff member knows nothing about my mother or our family. How about she does her job and leaves the social work to the social workers and appropriately qualified staff? How about she asks permission of the family before bringing in ‘outside’ food? I was angry and now I am furious. My wife, sister , brother in law and me are dealing with our grief, having it trampled on by someone who thinks they know best is insulting to our family and shows little or no knowledge of the dynamics that are in play in the final of stages of life between the person that is dying and their family. How about staff members being told to keep the fxck out of our business? How about she does the job she is paid to do, instead of going into a room and interrupting a very delicate conversation, so that she can score points by making snide and inappropriate comments? It is not up to me to argue with or speak to your staff about this. It is up to whoever manages the person in question.

No Bupa at all – My experience with Bupa was the most horrible encounter throughout my professional career. The company's aged care sector is in chaos, staff are unqualified from top management to bottom level. Extremely poor communication, lacks respect to others, unkind and uncompassionate. You would NOT want to bring your elderly family member to live in their… Read more

''care'' or lack of care. Bupa does not care at all to you (if you are a worker) or your family (if you have parents there). I'd say do not hesitate to report them to the aged care quality commission - no worries. You need to protect your family if ever. What they care is profit and more profit. I would not recommend buying any of their services, Bupa insurance is a farse, very expensive and useless coverage, try to compare it with other providers.

Thank you Bupa Aged Care Dural – I can't thank Bupa Aged Care Dural enough for the excellent care that they are giving my mother, Elaine Pemble. The staff are so kind and gentle and friendly, treating my mother with respect at all times. Mary and Dehaj have gone out of their way to make my mother feel at home.

BUPA Ballina for wonderful care – Both my parents have been in care at BUPA Ballina. What wonderful staff they have. I cannot speak highly enough of the Clinical Care team. Kearra Lord has been a huge support through out and during my fathers last days. She was so very compassionate, accessible, knowledgeable and caring, not only to my mother but also to me. Lydia Payne was very patient and extremely helpful when dealing with the financial side of things. Show details

Deeply saddened – My Mum had been living in a BUPA Aged Care home. Whilst there’s a handful of dedicated, sincere & loving staff members, my family and l are left feeling devastated. It was early one evening when my Mum passed away. We left in tears, grieving for our loss. A short time later l was called by a nurse asking when “the body” (not using my Mums name)… Read more

would be taken as it’ll start “to smell.”’ She mentioned that they’d need the room. I couldn’t believe what l was hearing and this level of insensitivity only compounded my grief further. The next day, we questioned the manager as to why family consultations wouldn’t be a common procedure in a service like this. The overall communication about my Mums health was often confusing, inconsistent or non-existent. When dealing with our funeral director she was appalled to hear our experience expressing how unacceptable unprofessional and inappropriate it was. The next day while emptying my Mums room, we realised that the bed had been stripped and the smell of faeces was embedded in my Mums bed. When we alerted the nurse about this, she commented that staff are so used to the smell they never notice these things. While nothing will bring my Mum back, our funeral director has guided us to ensure we have a beautiful send off. I can only hope my review and the feedback we have given, helps to avoid something like this from happening ever again.

Great team effort, friendly staff – Great team friendly staff lovely residents. Well done looked after Ace community colleges students on their work placement. Would recommend this facility for work experience or applying for work.

Absolutely Amazing Care – I cannot speak highly enough of Bupa Aged Care at St Ives. We inspected several homes on the north shore but could not feel any were suitable until I had the fortune of meeting their beautiful customer care manager Shristy who showed us everything that was on offer and we were so impressed with all the facilities which are just first class . The… Read more

most impressive thing was the friendly caring staff who just cannot do enough to look after their residents. Its like home and the excellent meals and choices are fantastic with activities everyday for residents enjoyment. It’s great to get a total package with their sapphire package that is all inclusive. My family are so happy with the care given. Margaret R .

Quality Care & Management – Finally things are looking hopeful for Bupa Ballina. With the past high turnover of managers it has been very unsettling for residents and staff. I recently met with the new manager at Ballina and what a breath of fresh air. He was very professional and approachable. Looking forward to seeing the improvements ahead.

Banora Point: Worst place I have ever worked with poor care to our elderly people – Bupa Aged Care at Banora Point was a very disappointing aged care facility to work for. Staffing levels are inadequate in all areas, carers, nurses, cleaners, and kitchen which leads to high levels of neglect and substandard care for the residents. 1 cleaner for 80 residents. Sometimes asking the receptionist to do the cleaning if a cleaner is off… Read more

sick = no training in use of chemicals etc. Reports that should go to the Aged Care Commission are not sent. Wound care not done. Unfortunately the management are complicit in allowing this to happen. Always short staffed due to the reputation of the home. Very hard to find positives at this place - at your own risk

Bupa aged care Enfield, South Australia – Jane and all her staff ensure that Bupa Enfield SA is the epitomy of what an Aged Care facility should be. The nursing staff are second to none and as for the carers... They actually care. As the customer, ensuring my wife who now has advanced dementia these are both vitally important criteria.

Most toxic place to work for as a registered staff – medications, dressings times are irregular. Insulin/pain management medication times all over the place. Pay pretty bad. Too many boss managers. Rude and unsociable especially to agency to staff. Not enough registered nurse/ EENs'

Bupa Berwick (Vic) Happy New Resident – Having recently moved an elderly lady I care for into the Bupa Berwick, I have only good things to say about the experience. I had looked around at several other facilities in the area and this one was a standout amongst the others. The room is lovely, the food is like home cooking and plentiful, and the staff have, without exception been wonderful. Happy resident and happy carer!

When that time comes – It is hard when the time comes to make that decision to go to, or to place a family member in care. The decision was taken out of our hands when my Mother became unwell and needed 24 hr care. She had done a marvellous job to stay in her home until 93. Of course it wasn’t easy for her to leave home, but the staff were so friendly and helped settle… Read more

our Mother in. We were able to bring some of her own furniture to make Mother feel at home with familiar things. Of course there have been hiccups but once brought to the attention of management the problem has been immediately rectified. There are plenty of activities for those wanting to participate. Pleasant staff encourage those that can to get involved, but for those who just want a quiet day that is ok too. I have been impressed that my Mother has had wonderful care from the nurses when she has been unwell and has come through flue and Covid. Her birthday was lovely and I thank the staff for making it a special day for her. I stayed the day and experienced the staff popping in to say happy birthday. Balloons and a birthday banner on her door, then at lunch time a lovely cooked 3course lunch and a magnificent birthday cake. Many thanks.

Very impressed with staff – Just to let you know that whilst my husband and myself were overseas for three months, the manager (Mei) of my mother’s ward (Mayfair … Bonbeach) was so thoughtful and made it possible for us to have FaceTime with my Mother whenever we were available and had range on our phones. That way my mother still had frequent visits from us. The carers in… Read more

her ward helped her as well as she doesn’t hear much at all. What an amazing thing to do. They look after her really well and are so caring …. Thank you

permanent residential care in Baulkham Hills – Friendly family environment; caring & thoughtful staff on a first-name basis with residents; RNs & CCMs quite approachable with quick responses; food looks appetising & good quality.

Doing a great job – Mum has numerous health concerns including major heart concerns, limited vision and a large hiatus hernia. Despite having had 3 extended hospital stays along with other shorter visits, she is still going strong after 8 years at BUPA Echuca and is now 92. As multiple royal commissions have concluded, there are major problems with the structure… Read more

and funding of aged care in Australia and successive governments from both sides of politics have done nothing to address these. BUPA must work under the existing structure and so face the same issues that can be found in all aged care residences. Our experience has been that they have done a great job. The vast majority of staff are extremely kind and caring. They listen to Mum and treat her with great respect. There are three nutritious meals available daily with some options, plus multiple snacks and cuppas. Mum’s only complaint has been that the food is a bit bland as it is traditional Aussie fare mostly and she prefers things with lots of herbs and spices. She realizes however that on the rare occasion they offer something she really liked, nobody else will eat it, so she has to fit in. If our current government eventually implements at least some of the recommendations of the last royal commission then things could certainly be better at BUPA. For now we are very happy with the amazing effort of the dedicated staff at BUPA Echuca.

Food and care – I feel the meals should be made for mostly Australians but we get meals that no one really wants My bacon this morning was virtually not cooked and sent it back and then got the same plate back same bacon but cold now all I wanted was a few pieces of crispy bacon and the toast was only cooked on one side

RUN...... don't look back – Former RN worked for bupa. Bupa is all about the profit. No care factor at all. Not enough staff. I worked in 2014 well before covid. Terrible pay for staff members. Wouldn't put anyone in this care home. The worst aged care centre I worked.

Disrespectful pay rate for registered nurse – My colleague applied a RN in-charge position from Bupa, the pay rate is only 30 dollars per hour. She is not a new grad, has few years of experiences. The award rate should be at least 46 dollars per hour. She declined the job offer. This is in Melbourne. So now you can understand why the staff turnover is high and so understaff, no RN would want to work for this rate, this is an insult to our profession.

Understaffed – I find it absolutely disgusting that with all the money the elderly residents are charged there is one muse on night shift for the entire section my mum is in. The nurse has everything and every resident to deal with by herself. Bupa is a money hungry production line and does not care for its staff or residents as they should. My mum is at end of… Read more

life care but apart from family doing night shifts there is not much care given. This not a reflection on the nursing staff but on bupa management themselves

Absolutely APPALLING! – Absolutely appalled at this aged centre in Narre Warren/Berwick!! No empathy, no compassion - not sure how these people work in this industry when they are lacking both! Couple of investigations in two weeks of being here. Medicine going missing, and my father had a fall and cleaners were the ones who found him on the floor. However, Sunday my… Read more

Father was quite sick, no doctor on site so they called an ambulance to take to the hospital to have him checked over. Doctor called them to say his ok to be taken home now & They have then said ‘sorry, he can’t come back now as his left to go hospital & terminated his contract. NO ONE even contacted us to let us know he can’t come back.. it was the hospital who told us.. so from Sunday to Wednesday no one bothered to call us to let us know he doesn’t have a room anymore. Left us no time to organise anything!

We asked for permanent care however he was placed under respite when we first signed up as advised by [Name Removed] because it would give time to organise finances/Centrelink etc & at no time on Sunday did they ‘highlight’ that once he leaves to go to hospital they will terminate his contract.

His on 24/7 oxygen and has no where to go now. The General manager doesn’t care at all, had no empathy - and then said they can’t give him the care he needs anyway. Um, you assess whether you can provide care before taking them on!!… They literally are like a brick wall trying to get answers on how this is possible, they have taken no responsibility- not apologetic at all. No contract or email was sent after initial placement.. PLEASE STEER VERY CLEAR OF THIS PLACE. Do not put loved ones under their care

Very unprofessional! No one should have to go thru what we had to deal with at this facility! – The 2 weeks my dad was at this facility was a nightmare! From medications mix up after mix up to there residential doctor flat out refusing to be my dads doctor as it was too hard for her which left him with no doctor appointed from the facility. Medication going missing! To the worst incident which resulted in my dad being refused entry back to… Read more

the facility after he had to be taken to hospital from the residence due to no doctor being available to come see him. This apparently was classed as a reason to terminate my dads contract with them! No one informed the family of this so called clause in the contract & we were told by the hospital on the day he was being released that he had no home to go back too! Sadly dad didn’t need to go to hospital but had no choice due to the negligence of the facility not being able to supply a doctor to come see him so had no choice but to go to be checked over in hospital & then his contract being terminated because of that! Absolutely appalling behavior. No apology or fair reason was given. They are clearly in denial what they have done is wrong! Hope no one else has to go thru this