Heol Don Care Home, Cardiff, Cardiff
Heol Don Care Home, Cardiff, Cardiff
Heol Don Care Home, Cardiff, Cardiff

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.

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*: Mental Health Condition • Old Age

Admission Information: Ages 65+.

Single Rooms: 78

Rooms with ensuite WC: 78

Facilities & Services: 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.

Bed Vacancies

2 Bed Vacancies

posted 06 Nov 2017

A purpose 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,

Reviews

8.9 Heol Don Care Home has a Review Score of 8.9 (8.896)

The Review Score of 8.9 (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 4.3 out of 5 from 12 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 4.6 out of 5 from 10 positive Reviews in the last 12 months.

  • 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 4.255 for Heol Don Care Home is calculated as follows: ( (82 Excellents x 5) + (39 Goods x 4) + (4 Satisfactorys x 3) + (6 Poors x 2) + (10 Very Poors x 1) ) ÷ 141 Ratings = 4.255

  • 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 4.641 Points relating to the number of positive Reviews for Heol Don Care Home is based on 10 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). 10 Reviews ÷ 15.6 Target = 0.641

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


Average Ratings

  • Excellent
    8
  • Good
    2
  • Satisfactory
    1
  • Poor
    1
  • Very Poor
    0
  • Don't Know
    0

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

  • Extremely LIKELY
    7
  • 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
    5
  • Respite Resident/Service User
    2
  • Son of Resident/Service User
    2
  • Wife of Resident/Service User
    2
  • Resident / Service User
    1
  • more

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

Average Rating: 

 5 out of 5

Overall Standard: Excellent

Facilities: Excellent

Care / Support: Excellent

Cleanliness: Excellent

Treated with Dignity: Excellent

Food & Drink: Excellent

Staff: Excellent

Activities: Excellent

Management: Excellent

Safety / Security: Excellent

Rooms: Excellent

Value for Money: Excellent

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

Average Rating: 

 4.8 out of 5

Overall Standard: Excellent

Facilities: Good

Care / Support: Excellent

Cleanliness: Excellent

Treated with Dignity: Excellent

Food & Drink: Excellent

Staff: Excellent

Activities: Good

Management: Excellent

Safety / Security: Excellent

Rooms: Excellent

Value for Money: Good

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

Average Rating: 

 4.8 out of 5

Overall Standard: Excellent

Facilities: Excellent

Care / Support: Excellent

Cleanliness: Excellent

Treated with Dignity: Excellent

Food & Drink: Good

Staff: Excellent

Activities: Excellent

Management: Excellent

Safety / Security: Excellent

Rooms: Excellent

Value for Money: Good

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

Average Rating: 

 4.3 out of 5

Overall Standard: Good

Facilities: Good

Care / Support: Good

Cleanliness: Excellent

Treated with Dignity: Good

Food & Drink: Good

Staff: Good

Activities: Excellent

Safety / Security: Excellent

Rooms: Good

Value for Money: Good

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

Average Rating: 

 5 out of 5

Overall Standard: Excellent

Facilities: Excellent

Care / Support: Excellent

Cleanliness: Excellent

Treated with Dignity: Excellent

Food & Drink: Excellent

Staff: Excellent

Activities: Excellent

Management: Excellent

Safety / Security: Excellent

Rooms: Excellent

Value for Money: Excellent

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

Average Rating: 

 4.5 out of 5

Overall Standard: Good

Facilities: Excellent

Care / Support: Good

Cleanliness: Good

Treated with Dignity: Excellent

Food & Drink: Good

Staff: Excellent

Management: Good

Safety / Security: Excellent

Rooms: Excellent

Value for Money: Excellent

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

Average Rating: 

 5 out of 5

Overall Standard: Excellent

Facilities: Excellent

Care / Support: Excellent

Cleanliness: Excellent

Treated with Dignity: Excellent

Food & Drink: Excellent

Staff: Excellent

Activities: Excellent

Management: Excellent

Safety / Security: Excellent

Rooms: Excellent

Value for Money: Excellent

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

Average Rating: 

 4.7 out of 5

Overall Standard: Good

Facilities: Excellent

Care / Support: Excellent

Cleanliness: Excellent

Treated with Dignity: Excellent

Food & Drink: Good

Staff: Excellent

Activities: Excellent

Management: Good

Safety / Security: Excellent

Rooms: Excellent

Value for Money: Good

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

Average Rating: 

 3.8 out of 5

Overall Standard: Good

Facilities: Good

Care / Support: Good

Cleanliness: Good

Treated with Dignity: Good

Food & Drink: Good

Staff: Good

Activities: Good

Management: Satisfactory

Safety / Security: Good

Rooms: Good

Value for Money: Satisfactory

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

Average Rating: 

 4.8 out of 5

Overall Standard: Excellent

Facilities: Excellent

Care / Support: Excellent

Cleanliness: Excellent

Treated with Dignity: Excellent

Food & Drink: Excellent

Staff: Excellent

Management: Excellent

Safety / Security: Excellent

Rooms: Excellent

Value for Money: Satisfactory

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

Average Rating: 

 2.8 out of 5

Overall Standard: Poor

Facilities: Good

Care / Support: Poor

Cleanliness: Good

Treated with Dignity: Poor

Food & Drink: Good

Staff: Good

Activities: Poor

Management: Very Poor

Safety / Security: Good

Rooms: Good

Value for Money: Very Poor

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

Average Rating: 

 1.6 out of 5

Overall Standard: Very Poor

Facilities: Satisfactory

Care / Support: Very Poor

Cleanliness: Very Poor

Treated with Dignity: Very Poor

Food & Drink: Very Poor

Staff: Poor

Activities: Very Poor

Management: Very Poor

Safety / Security: Poor

Rooms: Good

Value for Money: Very Poor

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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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