Heol Don Care Home

Whitchurch, Cardiff CF14 2AU
Review Us
9.5 128 Reviews
  • Heol Don Care Home, Cardiff
Heol Don is a modern purpose-built facility, ideal for a wide range of residential, nursing and dementia 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. There’s a real sense of community at Heol Don. The staff work to discover what residents enjoy doing and the home's social calendar is organised around those interests. So whether your loved one already has a hobby or would like to take up a new one, there are lots of exciting activities to get involved in.

Follow the home on Facebook to find out more about the great things that go on day to day. Search Bupa UK Heol Don Care Home.
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Care Provided

Primary Care Categories

  • Older Person Care
  • Dementia
  • Mental Health Condition

Length of Stay

  • Permanent Care
  • Respite Care

Care Types Provided

  • Residential Care
  • Nursing Care
  • Dementia Residential Care
  • For a maximum of 78 Service Users

Dementia Care Types

  • Mild Dementia
  • Moderate Dementia

Other Care Provided

  • Parkinson's Disease
  • Stroke
  • Palliative / End of Life Care
  • Convalescent Care

Facilities

  • Own Furniture if required
  • Lift
  • Wheelchair Access
  • Gardens
  • Phone Point in own room
  • Television point in own room
  • Residents Internet Access

Funding & Fees

Funding Types Accepted

  • Self Funding (Private)
  • Local Authority with Top Up
  • Local Authority
  • NHS Continuing Healthcare (CHC)

Good to Know

Group/Owner

Person in charge

  • Sharon Roberts (General Manager)

Local Authority / Social Services

Admission Criteria

  • Ages 65+

Care Home Design/Build

  • Purpose Built: Yes

Room Information

  • Single Rooms (78)
  • Single Rooms with Ensuite Wet Room (78)

Parking

  • On-site parking available.

Heol Don Care Home Reviews (128)

9.5

Heol Don Care Home has a Review Score of 9.5 (9.522) out of 10, based on 28 reviews in the last 2 years.
Over all time Heol Don Care Home has 128 reviews.

Overall Experience
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  • 14
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Date Published
  • 128
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Reviewer Connection to Heol Don Care Home
  • 42
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Total of 128, showing 21-40
Review from B C (Friend of Resident) published on 25 June 2024 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Being forced to find respite care for our elderly family friend due to a fire at her home. We were greeted by a professional and friendly contact and within two days our friend was in a lovely ensuite room and made to feel very comfortable and safe. The service has been so friendly and she has been
made to feel at home, with attentive care and great food. First-rate service and care are provided at all times by a great team.
Reply from Maria Ricketts, Customer Care Adviser at Heol Don Care Home

Thank you for your lovely review. It is always nice to hear words like "Attentive Care" and "First rate service" being used to describe our care. Thank you for choosing Heol Don Care Home for your stay.

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Review from K D (Daughter-in-law of Resident) published on 6 March 2024 Submitted via Website • Report
Overall Experience 5.0 out of 5
It’s a joy to visit my relative who lives at Heol Don. You are made to feel so welcome from the minute you walk through the door. My relative can be quite demanding, but nothing seems too much trouble, and they are happy and content and have made friends and joined in the activities too. There is always
lots to eat and drink, and you can even order off the menu too. The home is very clean, and staff are friendly and attentive. Would highly recommend.
Reply from Grace Langfield, Customer Service Adviser at Heol Don Care Home

Thank you for your lovely review. We are happy to hear that both you and your relative feel like a part of our Heol Don family. It's really nice hearing from family members who feel like their loved ones are cared for and looked after so well by our staff. We will certainly pass your comments on to the manager.

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Review from Sharon P (Sister-in-law of Resident) published on 21 February 2024 Submitted via Website • Report
Overall Experience 5.0 out of 5
We chose Heol Don for my sister-in-law and brother-in-law in December when their need for care became urgent. From my initial contact via telephone with the manager to our subsequent meetings with him I cannot thank him enough for his care and support during the whole of process. When we first stepped
inside Heol Don we knew this would be the place where my sister-in-law and brother-in-law would be well looked after - and happy as that is important also. We settled both our relatives in over the Xmas period and everyone went out of their way to ensure that all their needs were met. Everywhere is absolutely spotless and the food is excellent. I think for me the highest praise that I could give is that I have told my family that should I ever need to be placed into care this is where I would like to be. Well done everyone.
Reply from Eden Tomlinson, Customer Service Adviser at Heol Don Care Home

Thank you for your kind words. We are very happy to hear you can feel at ease with your loved ones in our care. Please let us know if there is anything we can do to make their stay as comfortable as possible.

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Review from Ellen F (Niece of Resident) published on 13 February 2024 Submitted via Website • Report
Overall Experience 2.0 out of 5
While I believe my aunt is well cared for, I feel that the home has treated me poorly. My aunt, with severe dementia, is without capacity and I am her next-of-kin and first point of contact; at the time of writing, she has been at Heol Don for two months.
At this time, I have not been given any information
regarding the practices, processes or policies of the home and was not told anything with regards to my aunt’s settling in. I asked questions face-to-face and was told “I can’t tell you anything” (because I do not have lasting power of attorney). I have then gone on to ask questions regarding my position. I have done this by email which has not been answered, I have given feedback by email which has not been acknowledged, I have given feedback in person to a member of the senior leadership team, and this has not been followed up with me. I have asked, by email and at reception, for someone to phone me and they have not.
Reply from Grace Langfield, Customer Service Adviser at Heol Don Care Home

Thank you for your feedback. We have a genuine regard for all of our residents and their health and wellbeing are an absolute priority. We will pass on your feedback to the home's manager, however, if you would like to discuss this further, please contact our Feedback Team by emailing feedback@bupa.com or calling 0113 381 6293.

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Review from E B (Granddaughter of Resident) published on 13 February 2024 Submitted via Website • Report
Overall Experience 1.0 out of 5
Absolutely appalling experience at Heol Don since moving up to the nursing floor. For starters, lots of my grandmother’s stuff goes missing and never gets returned, including Christmas gifts! Additionally, the staff retention is poor. They do not speak to residents or their families in an appropriate
manner. The laundry service always allows clothing to go missing or care labels are not read and clothes ruined and then after the clothes have been washed, are left in a pile in the wardrobe. She also gets dressed in summer dresses in the middle of winter and thick winter tights in summer! Also, the nursing staff are unprofessional and awful- an example being one nurse shouted out my grandmother’s diagnosis in the living room when it hadn’t been discussed with the family or the resident. We have previously raised concerns and followed the complaints procedure and nothing has been done- we have spoken to senior people at Bupa and the staff don’t follow their instructions! Awful!
Reply from Julie Chiverton, Customer Advisor at Heol Don Care Home

Feedback is really important to us and our residents are our number one priority and we take complaints very seriously. Please email feedback@bupa.com so we can investigate this for you.

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Review from Jamie C (Son of Resident) published on 8 January 2024 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Very friendly atmosphere in the home.
All staff are very caring and helpful to both residents and relatives.
Food options are excellent and quality is superb.
Rooms are always clean and tidy.
Overall my mother receives excellent care which is comforting for us as a family.
Reply from David Mclean, Customer Service Adviser at Heol Don Care Home

Thank you for your kind words. It is always nice to hear words like “very caring” and “helpful” being used to describe our care and we are very happy to hear you can feel at ease with your mother in our care. Please let us know if there is anything we can do to make her stay as comfortable as possible.

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Review from Graham D (Son of Resident) published on 28 December 2023 Submitted via Website • Report
Overall Experience 5.0 out of 5
My mum has been in Heol Don Care Home since April 2023 and since day 1 the care that has been provided is absolutely excellent.
My mum's needs have always been met, her room is always clean, the whole building is always clean and well maintained, the facilities are excellent, the food is excellent,
the management of the home is clearly excellent and finally, all staff, starting at reception and the offices through to the carers and then to all support staff - cleaners, cooks, maintenance staff, laundry staff - and managers - all work to the highest standards and all are friendly and helpful. We really feel that our mum is in a caring place, with plenty of activities put on and facilities available - Heol Don really have provided a 10 out of 10 service.
Reply from Eden Tomlinson, Customer Service Adviser at Heol Don Care Home

Thank you for your kind words, it is always nice to hear words like “Friendly” and “Helpful” being used to describe our care. We will certainly pass your comments on to the manager.

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Review from Helen G (Daughter of Resident) published on 7 December 2023 Submitted via Website • Report
Overall Experience 2.0 out of 5
Very poor communication with relatives/next of kin. Lack of replies to emails raising important welfare issues. No response from the care home manager despite being copied in. Missed an appointment at the hospital and did not
reschedule despite assurances.
Reply from Grace Langfield, Customer Service Adviser at Heol Don Care Home

We appreciate you taking the time to leave us your comments. Our resident’s health and wellbeing are an absolute priority so we will discuss your feedback with the home’s manager to help them continually improve their service. If you would like to speak with anyone about this further, please contact our Quality Team on 0113 360 4806.

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Review from Jane M (Respite Resident) published on 29 August 2023 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
I came to Heol Don for a two week post-operation respite stay following a bilateral knee replacement. I needed rest and support, when I needed it I got both. The staff were kind, caring and attentive. I raised a couple of issues and made some suggestions, they listened and acted on everything I raised.
For myself, I was only here for ten days and the attention I got was sufficient to meet my needs, however, and I say this as an observation, people who came as permanent residents I spoke to had lost their homes, pets and families and a lifestyle and I felt they needed someone to talk to. The staff always engaged and were respectful but had tasks to perform and didn't have time. Maybe volunteers, befrienders or a buddy system I think would make a difference.
Reply from David Mclean, Customer Service Adviser at Heol Don Care Home

Thank you for your kind words. We are glad to help you through such a difficult time and it is always nice to hear from residents using words like “kind, caring and attentive” being used to describe our care. We will certainly pass your comments on to the manager and hopefully you will go away from this feeling like you received the best possible care. Thank you for choosing Heol Don for your stay.

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Review from B M (Resident) published on 11 July 2023 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
I have been at Heol Don Care Home since April 25th 2023. Immediately I was made to feel secure and that this was my new home. I quickly made new friends. When I asked about the possibility of moving to the ground floor in order to have my own door and patio and easy access to the gardens the start dealt
with this with sympathy, patience, understanding and humour. At all meals excellent choice on the menu. I am in a caring, friendly community, and I am very happy to be part of it and I really enjoy the shopping trips in the mini bus.
Reply from David Mclean, Customer Service Adviser at Heol Don Care Home

Thank you for taking the time to leave your lovely review. We are very happy to hear you can feel at ease within our care and we hope Heol Don Care Home did everything possible to make the transition as easy as possible. Please let us know if there is anything we can do to make your stay as comfortable as possible and thank you for choosing Heol Don for your stay.

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Review from H R (Resident) published on 28 February 2023 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
From the moment I walked into Heol Don I was welcomed with open arms. The activities are very stimulating. the food is second to none. The care is outstanding the carers are very friendly, especially the management.
Reply from David Mclean, Customer Service Adviser at Heol Don Care Home

Thank you for your kind words. It is always nice to hear words like “outstanding” and “friendly” being used to describe our care. We hope to continue providing your loved one with the best possible care.

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Review from Gillian C (Resident) published on 15 February 2023 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Wonderful service. Well looked after. Friendly staff. Lovely location and gardens. Pleasant outlook.
Reply from Grace Langfield, Customer Service Adviser at Heol Don Care Home

Thank you for your feedback. We are pleased to hear you are so well looked after in our Heol Don Care Home and hope to continue providing you with the best possible care.

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Review from Carol E (Respite Resident) published on 3 February 2023 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
From the moment I rang Heol Don Care Home and spoke to staff I felt at home. Kind, considerate and caring. The staff here are very helpful and nothing is any trouble. The food is great, variety is spot on. The activities are fun and the pampering was fabulous. If I ever I decide to have respite again
I'll be back in Heol Don. Loved it.
Reply from Rebecca Kellegher, Customer Service Adviser at Heol Don Care Home

We appreciate you taking the time to leave us your lovely review. It is always nice to hear words like Kind and Considerate being used to describe our care. Thank you for choosing Heol Don Care Home for your stay.

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Review from Kathleen E (Daughter of Resident) published on 17 January 2023 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
The staff at Heol Don Care Home are always kind and professional in their manner. They always provide excellent service to all their residents.
Reply from Grace Langfield, Customer Service Adviser at Heol Don Care Home

Thank you for your kind review, we are glad Heol Don have made your experience with our care so positive. We hope to continue providing your loved one the best services possible.

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Review from K D (Resident) published on 9 January 2023 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Very happy with the whole experience, would highly recommend Heol Don Care Home.
Reply from Rebecca Kellegher, Customer Service Adviser at Heol Don Care Home

Thank you for your kind words. We are pleased to hear that you are very happy with the whole experience. Thank you for choosing Heol Don Care Home.

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Review from E B (Resident) published on 16 December 2022 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
I came to Heol Don for 2 weeks to recuperate from a knee operation. The welcome from the staff was warm and boisterous and I was soon settled in a comfortable room with all the amenities: warmth, cleanliness and privacy. Food is a high priority in Heol Don and every effort was made in creating varied
and interesting menus to accommodate different tastes. I shall miss the delicious homemade cakes and puddings. We were entertained with a cheese and wine evening (with a singer encouraging us to sing along), it turned into a very moving experience for me to see so many beautiful patients, immaculate, well care for and, for the most part, at peace. It was a tribute to the care, patience and wonderful dedication of the wonderful staff.
Reply from Grace Langfield, Customer Service Adviser at Heol Don Care Home

Thank you for your lovely feedback, we always like to hear words like "immaculate" and "warmth" when describing our home and care. Thank you for choosing Heol Don and we will certainly pass your comments on to the manager.

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Review from P J (Resident) published on 16 December 2022 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
The carers have been outstanding and the food excellent. They are even doing shopping for me to take home.
Reply from David Mclean, Customer Service Adviser at Heol Don Care Home

Thank you for taking the time to leave your review. Please let us know if there is anything we can do to make your stay as comfortable as possible.

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Review from H B (Daughter of Resident) published on 8 November 2022 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Being based in Australia is was a real concern to find a great care home. Heol Don has lived up to all our expectations for Mum. She has settled in very well and has made a wonderful friend and having the video call service is wonderful too. Very happy with all services.
Reply from Rebecca Kellegher, Customer Service Adviser at Heol Don Care Home

Thank you for your kind words. We are pleased to hear your Mum has settled so well with Heol Don and we hope to continue providing her with the best possible care. Please do let us know if there is anything more we can do to make your Mums stay as comfortable as possible.

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Review from Janet E (Daughter of Resident) published on 17 October 2022 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
The superb care that my mother was given at Heol Don brought her back to life. when she first came here in August 2021 she was five and a half stone and dying. today I am taking home to live independently as she is fit and well nourished. Thank you Heol Don for keeping her safe throughout Covid. Her
mental facilities are now sharp and her body is stronger than it has been for a few years. Many thanks to all the staff who supported her.
Reply from David Mclean, Customer Service Adviser at Heol Don Care Home

We appreciate you taking the time to leave us your lovely review. We are glad we were able to help you and your family through such a difficult time. It is always nice to hear from family members feeling like their loved one is cared for and looked after. Hopefully, you will go away from this feeling like your loved one received the best possible care. Thank you for choosing Heol Don for your stay.

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Review from G A (Daughter of Resident) published on 5 September 2022 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
When I initially contacted the home they were very friendly and efficient with my enquiry setting up and admitting straight away. On visiting this home was very clean, every member of staff spoke to me as I was going through the visit. The room was excellent the ensuite was spacious and clean. Modern
facilities with everything my father would need. The catering looked lovely and the use of a private room great for family and friends. I would highly recommend.
Reply from Alison Horridge, Customer Advisor on behalf of the team at Heol Don Care Home

We appreciate you taking the time to leave us a review and recommendation. Thank you for choosing Heol Don.

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Current Review Score: 9.5 (9.522)

Overview of Review Score

The Review Score of 9.5 (9.522) out of 10 for Heol Don Care Home is based on a) the Average Rating and b) the number of positive Reviews.

  1. The Average Rating is 4.5 out of 5 from 28 Reviews in the last 24 months.
  2. The score for the number of positive Reviews is 5.0 out of 5 from 24 positive Reviews in the last 24 months.

Detailed Breakdown of Review Score

The maximum Review Score for a Care Home is 10, which is made up from the Average Rating of Reviews (maximum of 5 points) and the Number of Reviews (maximum of 5 points) in the last 24 months:

  1. 5 Points are available for the Average Rating from all Reviews in the last 24 months. The Average Rating of 4.522 for Heol Don Care Home is calculated as follows: ( (261 Excellents x 5) + (39 Goods x 4) + (6 Satisfactorys x 3) + (7 Poors x 2) + (22 Very Poors x 1) ) ÷ 335 Ratings = 4.522
  2. 5 Points are available for the number of Positive Reviews in the last 24 months. A Positive Review is defined as any Review with an 'Overall Experience' of '4' or '5' (out of a max rating '5'). The 5 Points relating to the number of positive Reviews for Heol Don Care Home is based on 24 positive Reviews in the last 24 months and is calculated as per below:

    The 5 points available are broken down as follows:

    1. 4 points are available for the first 10 Positive Reviews in the last 24 months; 3 points for the first Positive Review, and then 0.125 Points for each of the next four Positive Reviews and then 0.1 Points for the next five Positive Reviews. (1st = 3.000, 2nd = 0.125, 3rd = 0.125, 4th = 0.125, 5th = 0.125, 6th = 0.100, 7th = 0.100, 8th = 0.100, 9th = 0.100, 10th = 0.100) 3 + 0.125 + 0.125 + 0.125 + 0.125 + 0.1 + 0.1 + 0.1 + 0.1 + 0.1 = 4
    2. 1 point is available for the number of Positive Reviews reaching 20% of the registered maximum number of service users in the last 24 months. If this number is partially reached, then that proportion of 1 point is given. eg a Care Home registered for a maximum of 50 service users has to reach 10 Positive Reviews to receive 1 point, if it has 7 reviews it will receive 0.7 points. 20% of the 78 registered maximum number of service users is 15.6, which has been reached with 24 Positive reviews. Points = 1
  3. When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.
  4. If a Care Home does not have a review in the last 24 months, then it will not have a Review Score.

Regulatory Rating

Care Inspectorate Wales is responsible for the registration and inspection of social care services in Wales. View Latest Report

Bed Vacancies

1 Bed Vacancy

Posted: 11 Sep 2025

Heol Don is a purpose-built home offering a warm welcome to those needing residential, nursing and dementia care. Wheelchairs can move around easily indoors and out, including all around our large gardens, gazebos and our children’s play area.

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Awards / Recognitions (10)

Meet the Team (0)

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