Bupa Care Homes in Cardiff | 1 Care Home

Review of
Heol Don Care Home
from C G (Friend of Resident) published on 28 March 2025

Submitted via Postal Card • Report

Overall Experience

The care home has a friendly atmosphere and I find the staff very pleasant and helpful. Rooms are very pleasant if a little small to be in for such a long time. The only criticism is that food plates can be often left in the room for hours and I understand that it can be lonely in the evening without

anyone popping in to chat. However, the staff I have met - nurses, those delivering meals/snacks, laundry etc. are all lovely, helpful and brighten up the day of residents. Having the hairdresser, chiropodist, Dr on hand is very good.

Reply from Maria Ricketts, Customer Care Adviser at Heol Don Care Home

We appreciate you taking the time to leave us your comments. We are happy you enjoy the home environment overall, We will discuss your feedback regarding the food plates with the home's manager to help them continually improve their service. Please let us know if there is anything we can do to make your loved ones stay as comfortable as possible.

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Review of
Heol Don Care Home
from Louise M (Daughter of Resident) published on 4 March 2025

Submitted via Website • Report

Overall Experience

My mother lives with me and goes into Heol Don for respite. Every time we arrive, Mum is given the biggest welcome. Lots of the team, with the many different roles, are friendly and professional. There are some members of the team who really go above and beyond to make my mother feel at home. My mum

is very quiet, so every time someone makes an effort to spend time with her, it makes such a difference. Lots of activities, co-ordinated incredibly well. The entire home is spotlessly clean and the food is to a very high standard. The gardens are beautifully kept. Recently, I overheard one of the permanent residents say, " I love it here!"
For respite care, Heol Don is a care home I would recommend.

Reply from Maria Ricketts, Customer Care Adviser at Heol Don Care Home

Thank you for your lovely review. It is always nice to hear from family members feeling like their loved one is cared for and looked after. We are looking forward to seeing you again.

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Review of
Heol Don Care Home
from B B (Son of Resident) published on 25 February 2025

Submitted via Postal Card • Report

Overall Experience

My mother feels at home, she even said "did we used to live here?".
There is a warm homely atmosphere and the staff are helpful and caring.
Mum seems happy and well cared for, and the activities are both stimulating and fun. I have joined in a few times!

Reply from Maria Ricketts, Customer Care 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 Mother in our care. Please let us know if there is anything we can do to make Mum's stay as comfortable as possible.

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Review of
Heol Don Care Home
from Barbara M (Friend of Resident) published on 25 February 2025

Submitted via Postal Card • Report

Overall Experience

I visited today and have to say how impressed I am with the whole set-up. From the receptionist as I first went in, carers, dining staff and of course, the lovely manager. There is time for everyone - well done all.

Reply from Maria Ricketts, Customer Care Adviser at Heol Don Care Home

Thank you for your kind words. It is always nice to hear from family members feeling like their loved one is cared for and looked after. We hope to continue providing your loved one with the best possible care.

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Review of
Heol Don Care Home
from Daniel M (Son of Resident) published on 25 February 2025

Submitted via Website • Report

Overall Experience

Clean rooms, welcoming staff and the food is great! Was very pleasant to get situated and they have always been attentive to visits and keeping us informed of everything that happened.
Have made a tough time very manageable and couldn't recommend more.

Reply from Maria Ricketts, Customer Care Adviser at Heol Don Care Home

Thank you for your lovely review. We are glad to help you and your family through such a difficult time. We are very happy to hear you can feel at ease with your loved one in our care. We are looking forward to seeing you again.

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Review of
Heol Don Care Home
from W J (Son of Resident) published on 28 January 2025

Submitted via Postal Card • Report

Overall Experience

My 96 year old mother was admitted to Heol Don Care Home for a 2 week period of respite for Christmas and New Year. Although she was initially reluctant to be staying away from her home for this period, she quickly began to appreciate the high level of friendly and highly competent personal care and

attention provided. Having returned home she is now keen to return for another period of respite! Excellent result for her and the family.

Reply from Maria Ricketts, Customer Care Adviser at Heol Don Care Home

Thank you for your kind words. We hope Heol Don care home did everything possible to make the transition as easy as possible. We are looking forward to seeing you again.

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Review of
Heol Don Care Home
from D K (Niece of Resident) published on 20 January 2025

Submitted via Postal Card • Report

Overall Experience

I wish to highly commend the ongoing treatment of my aunt during the time at Heol Don Care Home. I have made friendly contact with both admin and care staff. I go regularly and am impressed with the whole package.

Reply from Maria Ricketts, Customer Care Adviser at Heol Don Care Home

Thank you for your kind words. It is always nice to hear from family members feeling like their loved one is cared for and looked after. We hope to continue providing your loved one with the best possible care.

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Review of
Heol Don Care Home
from A M (Daughter of Resident) published on 17 January 2025

Submitted via Postal Card • Report

Overall Experience

Staff go above and beyond their duties, always welcoming and care of residents is excellent.

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 "staff go above and beyond" being used to describe our care. Please let us know if there is anything we can do to make your loved ones stay as comfortable as possible.

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Review of
Heol Don Care Home
from Alison P (Daughter of Resident) published on 23 December 2024

Submitted via Website • Report

Overall Experience

Mum was initially agreed reluctantly to go into Heol Don for respite care as she was struggling at home and we were exhausted. She is now a permanent resident as she is so content there. The staff have been amazing, right from the first tentative enquiry phone calls. We have been met with nothing but

empathy, kindness and compassion. Her room is lovely and she has been encouraged to hang pictures and bring in anything she wants to make it personal to her. She loves the food and enjoys walking in the garden. Her dog is welcomed for visits! There is always something to do, crafting, scrabble, bingo, singing or watching professional entertainers and she is lonely no more! Thank you

Reply from Rosie Smith, Customer Advisor at Heol Don Care Home

Hello and thank you for taking the time to leave such a lovely review for Heol Don! We understand looking for care can be a difficult process and are thrilled that your Mum has settled in so well within the home. It is brilliant to hear how fantastic the staff have been with your family and we are so pleased that Mum is content and happy within the home.

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Review of
Heol Don Care Home
from Louise J (Daughter of Resident) published on 21 November 2024

Submitted via Website • Report

Overall Experience

I have never, quite honestly, witnessed so much patience, care, genuine love and tenderness shown to both Mum and to us as a family, especially in the last few months of her life. Every member of staff, within their different roles, deserves such praise for their kindness, dedication and hard work.

Since her residency began in September 2022, Mum loved getting to know each and every team member and very much appreciated her daily little catch-ups with them individually. Never did I feel we were a nuisance, that we asked too much, and in these last few weeks in particular, they have shown as much care towards us as they have Mum. We felt truly supported by the team.
Everyone would take time out of their busy days to pop into her room offering us kind words of love and support. We knew Mum was loved. It was quite beautiful.
We will simply miss you all and will never forget your love and kindness.
Thank you from the bottom of our hearts.

Reply from Rosie Smith, Customer Advisor at Heol Don Care Home

Hello and thank you for writing such a lovely review for the staff at Heol Don. Firstly we would like to express our condolences at the passing of your Mum and wish you the best during this difficult time. We are thrilled to hear you felt the love and support of the team. It sounds as if your Mum was truly an important part of the home and we so pleased she was loved and cared for there. We have passed on your thoughtful words to the home, best wishes!

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Review of
Heol Don Care Home
from M M (Daughter of Resident) published on 9 September 2024

Submitted via Postal Card • Report

Overall Experience

I have always found the staff at the care home to be very friendly, accommodating and responsive to any requests made of them. The facility is well-maintained and the outdoor areas are spacious, attractive and inviting. The rooms are clean and tidy and privacy and security is well guarded and respected.

I would recommend this facility.

Reply from Rosie Smith, Customer Advisor at Heol Don Care Home

Hello and thank you for taking the time to leave the staff Heol Don Care Home such a lovely review. We are so pleased that your loved one has settled into the home and that the home and rooms are so well maintained. We hope that your loved one continues to enjoy her stay within the home.

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Review of
Heol Don Care Home
from A W (Niece of Resident) published on 12 August 2024

Submitted via Postal Card • Report

Overall Experience

My aunt who is 101 years old moved into Heol Don Care Home in April following 3 months in hospital. Prior to that she had lived independently so entering residential care was a huge decision/change for her. She has been allowed to adapt to her new surroundings at her own pace, while all the time being

treated with utmost kindness, care and consideration. She greatly enjoys sitting/walking in the gardens so was quickly moved to a room with garden access. This gives her great pleasure. The staff are friendly, professional and kind. They go out of their way to meet her needs whenever possible.

Reply from Rosie Smith, Customer Advisor at Heol Don Care Home

Hello and thank you for taking the time to leave the staff at Heol Don Care Home such a lovely review. We are thrilled that your 101-year-old Aunt has adapted to care within the home and that she has been allowed to do this at her own pace. It is wonderful to hear words like "kindness", "care" and "consideration" being used to describe our residents' experience within the home. We are thrilled that your aunt is enjoying her time at Heol Don and that the staff and surroundings are giving her such pleasure.

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Review of
Heol Don Care Home
from S D (Daughter of Resident) published on 8 August 2024

Submitted via Postal Card • Report

Overall Experience

We had a positive impression of the home from the first show around - which was friendly, helpful, and reassuring. The day that my Mother moved in her favourite armchair was already in place and there was plenty of room for ornaments etc on the shelves. We had a lovely welcome from the staff and all

these things helped with the transition of my Mother into residential care. The home manager has been very keen to help my Mother settle in well.

Reply from David Mclean, Customer Service Adviser at Heol Don Care Home

Thank you for your lovely review. We hope Heol Don Care Home did everything possible to make the transition as easy as possible for your mother as well as your family. 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 of
Heol Don Care Home
from Christine R (Sister of Resident) published on 7 August 2024

Submitted via Website • Report

Overall Experience

I am sorry to say that I do not recommend Heol Don in Cardiff to anyone who is looking for a place for their loved one to live. My brother was only there for 2 months The first month he wasn't too bad The second month he went downhill so fast it is heartbreaking to watch. I asked to speak to the manager

but I was told she wasn't available. I never did get the chance to speak to them. I took a video of my brother and it breaks my heart. You could see he was so very frightened there. Always looking at the door and wanting to hide in his bed. My brother had one watch taken and another one broken. He is now settling into another home and the difference in him after 2 weeks is like a miracle. Even after the first week, he looked different. I am so happy that I have found a lovely safe and secure place for him to be happy. So no, I do not recommend Heol Don Cardiff.

Reply from David Mclean, Customer Service Adviser at Heol Don Care Home

I am sorry to hear that you were dissatisfied with the home. I am pleased to hear that your brother is now well-settled and happy in the correct environment for his needs.

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Review of
Heol Don Care Home
from I C (Respite Resident) published on 31 July 2024

Submitted via Postal Card • Report

Overall Experience

Two weeks of respite after my recent hip replacement operation at Heol Don Care Home was the last thing I did.
I felt very well supported amongst extremely friendly staff and now I feel ready to go home to my apartment where I live independently on my own.
I can highly recommend Heol Don Care Home.

Reply from Grace Langfield, Customer Service Adviser at Heol Don Care Home

Thank you for taking the time to leave your review. It is always nice to hear words like "extremely friendly" and "well supported" being used to describe our care and we wish you the best for the future. Thank you for choosing Heol Don for your stay.

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Review of
Heol Don Care Home
from B C (Friend of Resident) published on 25 June 2024

Submitted via Postal Card • Report

Overall Experience

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 of
Heol Don Care Home
from K D (Daughter-in-law of Resident) published on 6 March 2024

Submitted via Website • Report

Overall Experience

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 of
Heol Don Care Home
from Sharon P (Sister-in-law of Resident) published on 21 February 2024

Submitted via Website • Report

Overall Experience

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 of
Heol Don Care Home
from Ellen F (Niece of Resident) published on 13 February 2024

Submitted via Website • Report

Overall Experience

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 of
Heol Don Care Home
from E B (Granddaughter of Resident) published on 13 February 2024

Submitted via Website • Report

Overall Experience

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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