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.

Show Heol Don Care Home on the Map

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

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

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)

Total of 128, showing 121-128
9.5

Heol Don Care Home has a Review Score of 9.5 (9.524) out of 10, based on 29 reviews in the last 2 years. Over all time Heol Don Care Home has 128 reviews.

Overall Experience

  • 108
  • 14
  • 0
  • 3
  • 3

Date Published

128
10
16
29
99

Review from M H (Respite Resident) published on 1 September 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

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.

Reply from Jayne Duck, Customer Services Administrator at Heol Don Care Home

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

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Fran L (Wife of Resident) published on 24 August 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

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.

Reply from Jayne Duck, Customer services administrator at Heol Don Care Home

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.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from John R (Respite Resident) assisted by family/friend published on 14 August 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

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.

Reply from Jayne Duck, Customer Services Administrator at Heol Don Care Home

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.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Alison S (Daughter of Resident) published on 9 June 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

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.

Reply from Emily Wilson, Customer Service Administrator at Heol Don Care Home

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.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Christine M (Daughter of Resident) published on 25 May 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

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.

Reply from Simone Berkeley, Customer Service Advisor at Heol Don Care Home

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.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Ann M (Wife of Resident) published on 22 May 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

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

Reply from Simone Berkeley, Customer Service Advisor at Heol Don Care Home

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.

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Carrie J (Daughter of Resident) published on 9 February 2017
Submitted via Website • Report

Overall Experience  Overall Experience 2.0 out of 5

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.

Reply from Jayne Duck, Customer servicies administrator at Heol Don Care Home

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.”

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Review from Rhodri G (Son of Resident) published on 26 October 2016
Submitted via Website • Report

Overall Experience  Overall Experience 1.0 out of 5

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.

Reply from Rachel Elliott, Customer Service Administrator at Heol Don Care Home

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

Facilities

Care / Support

Cleanliness

Treated with Dignity

Food & Drink

Staff

Activities

Management

Safety / Security

Rooms

Value for Money

Current Review Score: 9.5 (9.524)

Overview of Review Score

The Review Score of 9.5 (9.524) out 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 29 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 25 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:

  • a) 5 Points are available for the Average Rating from all Reviews in the last 24 months.

    The Average Rating of 4.524 for Heol Don Care Home is calculated as follows: ( (268 Excellents x 5) + (44 Goods x 4) + (6 Satisfactorys x 3) + (7 Poors x 2) + (22 Very Poors x 1) ) ÷ 347 Ratings = 4.524

  • b) 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 25 positive Reviews in the last 24 months and is calculated as per below:

    The 5 points available are broken down as follows:

    • i) 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

    • ii) 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 25 Positive reviews. Points = 1

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

  • 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 30 Jul 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.

Loading

Loading

Loading

Loading

Loading

Loading

Loading events

Awards / Recognitions (10)

Meet the Team (0)

There are no Team Members posted yet

Information on this page is displayed without responsibility for its accuracy on the part of carehome.co.uk. Please contact Heol Don Care Home to verify any information. View our terms and conditions. Heol Don Care Home has an Enhanced Service - more info.