Overview
Across the majority of our 72 Australian nursing homes, things are working well, and we’re meeting the standards set out by the Aged Care Quality and Safety Commission.
However, on occasions we haven’t gotten things right, and we’ve let people down. For this we are sorry, and we’re acting to fix this.
We are listening to residents and their families and acting on their feedback, and are investing millions of dollars to provide better care for our residents, including:
- Stronger clinical oversight
- Improved staff training
- Enhanced internal auditing
- Implementing a new management structure with better support for the General Managers of our homes
- Revamping our complaint management processes to ensure customer feedback is captured, acknowledged and actioned
- Improving the food in our homes by providing greater choices.
Fixing some of these issues takes time and we’re making good progress. The majority of the aged care homes that had compliance issues have been re-accredited and are in line with the new national quality standards.
Bupa cares for around 6,500 residents, and we have 9,000 dedicated employees who come to work every day wanting to make a difference. Our employees genuinely care for the residents in their care. We are conscious that our residents don’t live in our workplace, rather our employees work in their home.
