Heol Don Care Home

Whitchurch, Cardiff CF14 2AU

Heol Don is a modern purpose-built facility, ideal for a wide range of residential and nursing care needs for the elderly. An experienced care team tailor care plans to individual needs for short or long term requirements including respite, convalescence and palliative care, as well as care for dementia residential.

Heol Don offers first class accommodation and facilities including sensory gardens, a hair salon and even an on-site cinema. All bedrooms have ensuite facilities and are equipped with ergonomically designed furniture to provide a comfortable and safe environment. The interior has been carefully designed to enhance care practice and homely comforts, with a wheelchair-friendly vision and support for personal interests.

Nutritious meals are prepared by trained chefs and there is even a night-bite menu for any late snacks and drinks. All dietary preferences and tastes are catered for.

Residents can enjoy a variety of engaging activities and outings to places of local interest.

Group: Bupa Care Homes

Person in charge: Kathryn Stephens (General Manager)

Local Authority / Social Services: Cardiff Council (click for contact details)

Type of Service: Care Home with nursing – Privately Owned , Registered for a maximum of 78 Service Users

Registered Care Categories*: Dementia • Mental Health Condition • Old Age

Admission Information: Ages 65+.

Single Rooms: 78

Rooms with ensuite WC: 78

Facilities & Services: Palliative Care • Respite Care • Convalescent Care • Own Furniture if required • Lift • Wheelchair access • Gardens for residents • Phone Point in own room/Mobile • Television point in own room • Residents Internet Access

Latest Care and Social Services Inspectorate Wales* Report on Heol Don Care Home: click here

* Care and Social Services Inspectorate Wales is responsible for the registration and inspection of social care services in Wales.

Overview

The Review Score of 9.5 (maximum of 10) for Heol Don Care Home is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.5 out of 5 from 24 Reviews over all time. This Average Rating is also the rating value for Heol Don Care Home in Google's Search Results - more info

  • b) The score for the number of positive Reviews is 5 out of 5 from 21 positive Reviews in the last 12 months.

Detailed Breakdown

  • a) 5 Points are available for the Average Rating of all Reviews over all time. For each review the Care Home / service is rated Excellent, Good, Satisfactory, Poor or Very Poor on a number of areas eg Staff, Management etc. The Care Home receives points for each rating as follows: Excellent = 5. Good = 4. Satisfactory = 3. Poor = 2. Very Poor = 1. These points are added up and then divided by the total number of completed ratings to generate the average rating.

    The Average Rating of 4.544 for Heol Don Care Home is calculated as follows: ( (203 Excellents x 5) + (60 Goods x 4) + (6 Satisfactorys x 3) + (6 Poors x 2) + (10 Very Poors x 1) ) ÷ 285 Ratings = 4.544

  • b) 5 Points are available for the number of Positive Reviews in the last 12 months. If there are no Positive Reviews in the last 12 months, then 2.5 points are available for the number of Positive Reviews in the last 2 years. A Positive Review is defined as any Review with 'Extremely Likely' or 'Likely' in answer to the question 'How likely are you to recommend this Care Home to friends and family if they needed similar care or treatment?'

    The 5 points available are broken down as follows:

    1. 4 points are available for the first 5 Positive Reviews, 3 points for the first Positive Review and then 0.25 Points for each of the next 4 Positive Reviews.

    2. 1 point is available for reaching a target number of Positive Reviews based on 20% of the number of registered maximum number of service users. If the target is partially reached then that proportion of 1 point is given. eg a Care Home with 50 registered maximum number of service users has a target of 10 Positive Reviews, if it has 10 or more Positive Reviews it will receive 1 point, if it has 7 reviews will receive 0.7 points.

    3. If there are no Positive Reviews in the last 12 months, then 2.5 points are available for the number of Positive Reviews in the last 2 years. The calculation is the same as above, except the points are divided by 2.

    The 5 Points relating to the number of positive Reviews for Heol Don Care Home is based on 21 positive Reviews in the last 12 months and is calculated as follows:

    1. 3 + 0.25 + 0.25 + 0.25 + 0.25 = 4

    2. Target of 15.6 positive Reviews (78 registered maximum number of service users ÷ 5). 21 Reviews ÷ 15.6 Target Reached = 1

  • When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.

9.5 Heol Don Care Home has a Review Score of 9.5 (9.544) from 24 Reviews


Average Ratings

  • Excellent
    19
  • Good
    3
  • Satisfactory
    1
  • Poor
    1
  • Very Poor
    0
  • Don't Know
    0

How Likely are the Reviewers to Recommend Heol Don Care Home?

  • Extremely LIKELY
    19
  • Likely
    3
  • Don't know
    0
  • Neither Unlikely or Likely
    0
  • Unlikely
    0
  • Extremely UNLIKELY
    2

Reviewer Connection to Heol Don Care Home

  • Daughter of Resident/Service User
    10
  • Son of Resident/Service User
    4
  • Resident / Service User
    3
  • Granddaughter of Resident/Service User
    2
  • Respite Resident/Service User
    2
  • more

A very pleasant environment with very caring staff.
My mother is always very content when I visit and the staff show great affection towards her.

How likely would you be to recommend Heol Don Care Home? Extremely Likely

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Average Rating:   4.9 out of 5

Natalie Krisman, Customer Service Adviser at Heol Don Care Home responded to this review on 09 May 2018:

Thank you for your review and I'm pleased to hear that your mother is comfortable and well cared for at Heol Don.

High standards in every way with in-room bathing of notably high standard. I use a catheter. The ease of doing so was particularly notable.

How likely would you be to recommend Heol Don Care Home? Extremely Likely

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Average Rating:   4.9 out of 5

Natalie Krisman, Customer Service Advisor at Heol Don Care Home responded to this review on 08 May 2018:

Thank you for your review about Heol Don.

We have been extremely impressed with the care Mum has received at Heol Don. She has been cared for with kindness and dignity. Her medical care has been very good. The staff have encouraged her to eat - not an easy task and she enjoys the various activities. First class!

How likely would you be to recommend Heol Don Care Home? Extremely Likely

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Average Rating:   5 out of 5

Natalie Krisman, Customer Service Advisor at Heol Don Care Home responded to this review on 10 May 2018:

Thank you for your review and I am glad to hear that your mum is well cared for and enjoys the activities at Heol Don.

Mum passed away in March, having spent over two years in Heol Don. We were so impressed with her care. She was treated with respect and dignity by a group of exceptional carers. It's not just a job to them - they put the care into caring, and for that, we as a family will be forever grateful. The housekeeping, laundry and catering staff all work equally hard, creating a pleasant and homely atmosphere. The activities team provided a varied and interesting programme and mum always wanted to take part. Special thanks also to the two wonderful hairdressers! We will miss you all!

How likely would you be to recommend Heol Don Care Home? Extremely Likely

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Average Rating:   4.8 out of 5

Natalie Krisman, Customer Service Advisor at Heol Don Care Home responded to this review on 10 May 2018:

I am sorry for your loss and thank you for posting your review. I am pleased to hear that you and your mum were happy in our home and well looked after by all the staff there.

A particular thank you to all the consistently kind staff at Heol Don, who have managed brilliantly in the recent bad weather (the March snow 2018). I don’t know how stressful it was for staff, but everything has continued smoothly and professionally. To maintain their consistently high standards even over this difficult, albeit, brief period was very, very much appreciated, and as a relative of a very dear parent very reassuring.

How likely would you be to recommend Heol Don Care Home? Extremely Likely

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Average Rating:   4.9 out of 5

Stephen Rondel, Customer Adviser at Heol Don Care Home responded to this review on 26 Apr 2018:

Thank you for your review. We are pleased to hear about your positive experience and appreciate your comments about our home and our wonderful staff.

As always lovely staff. Lots of fun and friendship. Especially good care whilst I've been less well and more immobile.

How likely would you be to recommend Heol Don Care Home? Extremely Likely

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Average Rating:   5 out of 5

Natalie Krisman, Customer Services Administrator at Heol Don Care Home responded to this review on 11 Apr 2018:

Thank you for your review, Irene. I'm glad to hear you're having lots of fun at Bupa's Heol Don.

Professional, comfortable, clean, tidy and caring.

How likely would you be to recommend Heol Don Care Home? Extremely Likely

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Average Rating:   5 out of 5

Jayne Duck, Customer services administrator at Heol Don Care Home responded to this review on 31 Jan 2018:

Thank you for your review. We are pleased to hear about your positive experience and appreciate your comments about our home and will share your comments with the home’s manager.

My mother stayed at Heol Don for 4 weeks respite care during December 2017. The staff made her feel very welcome and at ease, which was a huge relief to the family. Nursing and personal care was provided with sensitivity and with dignity. Heol Don is a clean, comfortable and friendly care home which provides residents with an environment which is caring and homely.

How likely would you be to recommend Heol Don Care Home? Extremely Likely

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Average Rating:   4.9 out of 5

Jayne Duck, Customer services administrator at Heol Don Care Home responded to this review on 17 Jan 2018:

Thank you for your review and kind words about our staff. It is lovely to hear that your mum was happy in our care and that your family had peace of mind knowing that she was well cared for. I hope that your mum will come and stay with us again for some respite care in the future.

Heol Don is an excellent care home.

How likely would you be to recommend Heol Don Care Home? Extremely Likely

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Average Rating:   4.5 out of 5

Jayne Duck, Customer services administrator at Heol Don Care Home responded to this review on 08 Dec 2017:

Thank you for your review. We are pleased to hear about your positive experience.

We are very pleased with the professionalism of all the staff at BUPA Heol Don, Whitchurch. My grandmother is there for respite at the moment and is settling well. There are plenty of activities going on and she enjoys the food a lot.

Thank you for taking care of her so well.

How likely would you be to recommend Heol Don Care Home? Extremely Likely

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Average Rating:   4.9 out of 5

Jayne Duck, Customer services administrator at Heol Don Care Home responded to this review on 01 Dec 2017:

Thank you for your review. I'm so glad that your grandmother is enjoying her stay with us and hope that she will come and stay again for some respite care.

They take good care of my mum. The bedroom is first class. My mum is very happy there and I feel that she is safe and well looked after.

How likely would you be to recommend Heol Don Care Home? Extremely Likely

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Average Rating:   4.1 out of 5

Jayne Duck, Customer services administrator at Heol Don Care Home responded to this review on 01 Dec 2017:

Thank you for your review. It is lovely to hear that your mum is happy and well cared for this must give you such peace of mind.

What a wonderful facility! My grandmother was extremely nervous going in for a short spell whilst my mother had well-earned respite..immediately my nan was made extremely welcome, the general manager expelling any concerns and anxieties. The attention to detail is incredible with all of my Nan's needs being met, tailored to her wants, hobbies, medical care and personality.
When I visited my Nan was immaculate.. she really looked beautiful. Her hair had been styled, nails were manicured and polished and wearing freshly laundered clothes. She was having a ball being spoilt!! The food was delicious and cups of tea were non-stop (very important for my Nan!!).
The experience was totally stress-free, and I know my Nan will look forward to her next stay. Thank you so much to the Care manager and all of her wonderful staff.

How likely would you be to recommend Heol Don Care Home? Extremely Likely

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Average Rating:   5 out of 5

Jayne Duck, Customer services administrator at Heol Don Care Home responded to this review on 30 Nov 2017:

Thank you for your review. I'm so pleased to hear that all of your grandmother's concerns were expelled and that she had a lovely time being spoilt and cared for. I hope that she will come and stay again for some respite and a little bit of more spoiling.

This being the very first time we've ever had a respite service, I must say that from the beginning of our enquiry, the Home Manager gave us expert advice and reassured us every step of the way. My 91-year-old mother 'cannot wait' to go back to Heol Don to see her 'new friends' again. Thank you, Heol Don.

How likely would you be to recommend Heol Don Care Home? Extremely Likely

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Average Rating:   5 out of 5

Jayne Duck, Customer Services Administrator at Heol Don Care Home responded to this review on 20 Nov 2017:

Thank you for your review. I'm so glad to hear that you were reassured about your mum coming to stay for some respite care I know this can be quite nerving. It is lovely to hear that your mum enjoyed her stay and made new friends, hopeful this has helped to ease any concerns that you had, knowing that she wants to come and stay again with us.

Our family has been extremely pleased with the care our mother has received at Heol Don Care Home over the last 3 years. Mum was so very poorly however, the carers and nurses always made her as comfortable as possible. Her end of life care was also exceptional - for which we are so very grateful and we would just like to thank all the staff.

How likely would you be to recommend Heol Don Care Home? Extremely Likely

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Average Rating:   4.8 out of 5

Jayne Duck, Customer Services Administrator at Heol Don Care Home responded to this review on 13 Oct 2017:

So sorry to hear of your loss, please accept our condolences. Thank you for your review. We are pleased to hear about your positive experience and appreciate your comments of our staff and hope that in the future this does give you some comfort.

I could not have asked for better care or consideration during my stay. I would not hesitate to come back for any future respite care I might need. Every aspect from nursing through to recreation was second to none.

How likely would you be to recommend Heol Don Care Home? Extremely Likely

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Average Rating:   4.8 out of 5

Jayne Duck, Customer Services Administrotr at Heol Don Care Home responded to this review on 20 Sep 2017:

Thank you for your review. I'm so glad that you enjoyed your stay with us and hope that you will come and stay with us again for some respite care.

I thoroughly enjoyed being there.
Everybody was so helpful.
Met a nice lot of people.
Everyone staff and residents very friendly.
I haven't got any fault with it at all.

How likely would you be to recommend Heol Don Care Home? Extremely Likely

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Average Rating:   4.3 out of 5

Jayne Duck, Customer Services Administrator at Heol Don Care Home responded to this review on 01 Sep 2017:

Thank you for your review. So glad to hear that you enjoyed your stay with us.

No words can express how amazing Heol Don Care Home is, not only for the staff, management, and surroundings but also because of all of the ratings below. I saw many others before Heol Don whilst looking for a care home, this one is one of the best and believe me, I saw many whilst choosing for my husband. I can seriously recommend that there is no other better care home than Heol Don.

How likely would you be to recommend Heol Don Care Home? Extremely Likely

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Average Rating:   5 out of 5

Jayne Duck, Customer services administrator at Heol Don Care Home responded to this review on 24 Aug 2017:

Thank you for your review. It is lovely to hear the nice things about our staff and home. I hope that your husband has settled in well and is enjoying the activities on offer.

1 week's respite care.
The accommodation is very comfortable and in pleasant surroundings contributing to a relaxing and supportive atmosphere.
The staff impressed with their professionalism and commitment. At times I felt concerned that they might be rather understaffed for the full range of responsibilities expected of them.

How likely would you be to recommend Heol Don Care Home? Likely

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Average Rating:   4.5 out of 5

Jayne Duck, Customer Services Administrator at Heol Don Care Home responded to this review on 14 Aug 2017:

Thank you for your review. We are pleased to hear about your positive experience and appreciate your comments about our home and will share your comments with the home’s manager.

My mother has just been into Heol Don Care Home for two weeks respite and has enjoyed it so much she has decided to stay permanently. The facilities and the care provided are excellent, there are activities every day that she has really enjoyed as well as knowing there are carers around should she need them. Some people may wish to stay in their own home, however, for my mother, this was a lonely existence following the death of my father. Heol Don Care Home provides an environment that is just right for my mother and the family are very happy.

How likely would you be to recommend Heol Don Care Home? Extremely Likely

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Average Rating:   5 out of 5

Emily Wilson, Customer Service Administrator at Heol Don Care Home responded to this review on 09 Jun 2017:

Thank you for sharing your lovely feedback with us, we really appreciate it. I am so pleased that your Mother is enjoying her time at Heol Don, it is a priority of ours for our residents to feel at home, so it is so nice to hear that she settled in so well. The Bupa Customer Care Team.

The staff at Heol Don Care Home take really good care of my mother who is in her 92nd year and suffered a stroke. The Centre is a purpose built well-designed facility which provides a comfortable and secure home for my mother. I have developed an excellent relationship with the care staff and local management who provide a very high standard of care and activities for my mother.

How likely would you be to recommend Heol Don Care Home? Likely

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Average Rating:   4.7 out of 5

Emily Wilson, Customer Service Administrator at Heol Don Care Home responded to this review on 09 Jun 2017:

Thank you for your kind comments. I am so pleased to hear about your positive experiences with Heol Don. We really appreciate your lovely feedback and will share it with the home manager. The Bupa Customer Care Team.

My Mother was in need of respite care following a hip op, and stay at Heal Don for 2 weeks. She had lost her confidence also her appetite and her home provided a safe environment for her to recover.
We found the staff helpful and very kind, though often overworked (or understaffed). Sometimes there was an issue with continuity with the staff - having dealt with some issue with the staff - having dealt with some issue with the staff. Having dealt with some issue with the staff, then different staff appeared and it had to be dealt with again - sometimes stressful for my mother.

How likely would you be to recommend Heol Don Care Home? Extremely Likely

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Average Rating:   3.8 out of 5

Simone Berkeley, Customer Service Advisor at Heol Don Care Home responded to this review on 25 May 2017:

Thank you for your review, we appreciate your feedback. Your comments are extremely important to us and our residents’ health and wellbeing is our absolute priority. We will discuss your feedback with the home’s manager to help them continually improve their service and address the concerns you have raised.

The Bupa Customer Care Team.

Staff are very friendly and helpful.
Rooms are very pleasant and airy.

How likely would you be to recommend Heol Don Care Home? Likely

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Average Rating:   4.8 out of 5

Simone Berkeley, Customer Service Advisor at Heol Don Care Home responded to this review on 22 May 2017:

Thank you for your review, we appreciate your feedback. We are pleased to hear about your positive experience and appreciate your comments about our home and will share your comments with the home’s manager.

The Bupa Customer Care Team.

Very disappointed with standards within the home. Bupa offer end of life care but then withdrew dementia nursing care and gave residents notice to quit! Retaining good staff seems impossible and there is a high turnover of all staff from cleaners, carers, nurses and management. Website states name of manager but she only stayed 6 weeks.

How likely would you be to recommend Heol Don Care Home? Extremely Unlikely

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Average Rating:   2.8 out of 5

Jayne Duck, Customer servicies administrator at Heol Don Care Home responded to this review on 09 Feb 2017:

Thank you for your review. Your comments are extremely important to us and our residents’ health and wellbeing is our absolute priority. We will discuss your feedback with the home’s manager to help them continually improve their service.”

Care plans at the home are not adhered to, staff turnover rates are high, agency staff are frequently the only staff on night shifts. Bupa recovery team are currently at the home trying to address a number of issues.

How likely would you be to recommend Heol Don Care Home? Extremely Unlikely

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Average Rating:   1.6 out of 5

Rachel Elliott, Customer Service Administrator at Heol Don Care Home responded to this review on 26 Oct 2016:

We take all comments extremely seriously and are very disappointed to hear that you are unsatisfied with your experience of care at one of our homes. Our residents’ health and wellbeing is our absolute priority. We would like to contact you so that we can discuss this in more detail and investigate it fully. Please can you contact our customer services team by emailing feedback@bupa.com so that we can discuss this feedback further? The Bupa Elderly Care Team

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Bed Vacancies

2 Bed Vacancies

posted 04 May 2018

A purpose-built home providing residential and nursing care, as well as dementia care. The home is in a peaceful, relaxing setting in a pleasant, residential area of Whitchurch in Cardiff,

Awards / Recognitions

April 2017

Top 20 Large Care Home Groups 2017

Recipient: Bupa Care Homes

Date: Saturday 01 Apr 2017

more details

February 2016

Job Vacancies

Staff Profiles

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Care Home Idol 2016

There are currently no Care Home Idol entrants who have performed at Heol Don Care Home