Arbrook House Care Home

36 Copsem Lane, Esher KT10 9HE
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9.7 96 Reviews
  • Arbrook House Care Home, Esher
Arbrook House, rated 'outstanding' by CQC in February 2019, is a beautifully converted private home with extensive landscaped grounds where residents can enjoy views of the natural lake and wildlife.

Located in the leafy Esher suburb, the home employs a team of highly trained staff who strive to provide high-quality personalised care for a number of requirements, including long-term nursing, residential, palliative and short-stay care.

The home provides a high standard of accommodation with tasteful decor and well-equipped rooms which include ensuite bathrooms, electric profiling beds, a 24-hour call system, flat-screen TV and broadband internet access. Some of the bedrooms have spectacular views over the lawns and all benefit from co-ordinated soft furnishings.

The home also benefits from two newly refurbished flats, offering lift access, spacious lounge/dining areas, a kitchen area and shower room, which are ideal for anyone looking for independent living with the reassurance that support is close by or for couples.

As an enhanced service to the residents, weekly GP visits are conducted at Arbrook House Care Home, enabling all residents to receive regular, personalised medical reviews as part of their approach to person-centred care.

There’s a real sense of community at the home. The staff work to discover what residents enjoy doing and the home's social calendar is organised around those interests. So whether loved ones already have a hobby or would like to take up a new one, there are lots of exciting activities to get involved in.

Anyone is welcome to pop in and join in, whether friends, relatives or loved ones.

Follow the home on Facebook to find out more about the great things that go on day to day. Search 'Bupa UK Abrook House'.

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Care Provided by Arbrook House Care Home

  • Primary Care Categories
  • Older Person Care
  • Respite Care
  • Younger Adults
  • Care Types Provided
  • Nursing Care
  • Residential Care
  • For a maximum of 44 Service Users
  • Privately Owned
  • Care Offered
  • Parkinson's Disease
  • Other Care Provided
  • Convalescent Care
  • Day Care
  • End of Life Care
  • Own GP if required
  • Palliative Care
  • Physiotherapy

Good to Know

  • Person in charge
  • Jonathan May (Home Manager)
  • Admission Criteria
    • Ages 18+
  • Room Information
    • Single Rooms (44)
    • Single Rooms with ensuite Wet Room (29)
  • Care Home Design/Build
    • Purpose Built: No

Funding & Fees Guide for Arbrook House Care Home

  • Funding Types Accepted
  • Self funding (Private)
  • Local Authority with Top-Up
  • Local Authority
  • NHS Continuing Healthcare (CHC) Funding

Facilities

  • Bar/Café
  • Close to Local shops
  • Gardens
  • Lift
  • Near Public Transport
  • Own Furniture if required
  • Phone Point in own room
  • Residents Internet Access
  • Residents Kitchenette
  • Television point in own room
  • Visiting

  • The home is open to admissions. The home is open to everyone. There’s no need for your loved one to have Bupa health insurance. The home is just a mile from the attractive town of Esher and close to Sandown Park Racecourse. There are several golf courses nearby, and it's also within easy reach of the National Trust’s Claremont Landscape Garden and The Homewood


    The home is proud to be a part of the ‘Research Ready Care Home Network’ Working to improve the quality of life, health, care and treatment of residents.


  • Parking

  • Parking available on site.


Arbrook House Care Home Reviews (96)

Total of 96, showing 61-80
9.7

Arbrook House Care Home has a Review Score of 9.7 (9.740) out of 10, based on 39 reviews in the last 2 years. Over all time Arbrook House Care Home has 96 reviews.

Overall Experience

  • 77
  • 18
  • 1
  • 0
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Date Published

96
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Review from Bandish N (Son of Resident) published on 5 March 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My father was a resident at Arbrook and he sadly passed away on Saturday the 29th of February 2020. As his son, I spent the last few days leading up to his passing pretty much living at Arbrook. I have to say I was completely blown away by the real human compassion, kindness, care, warmth and heartfelt
feeling the staff showed towards my father. So many staff members that he had connected with and that had connected with him, which I never knew about due to not having spent significant time myself at the nursing home, we instead often ponder unnecessarily if things are in fact OK without having had the experience first hand. We as a family know that my dad was very much loved at this nursing home and the staff here deserve medals/should be commended for the work they do in looking after our parents/relatives in their later years. My huge thanks to the fantastic Arbrook team.

Reply from Greta Narbutaityte, Customer Adviser at Arbrook House Care Home

Thank you for your kind words. We are so sorry about your fathers passing. Please let us know if there is anything else we can do for you or your family.


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Review from David E (Son of Resident) published on 5 March 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My mum was taken into care due to a very quick and unfortunately terminal illness. She spent her final 4 weeks of her life at Arbrook House Care Home and she could not have received better care and been more comfortable. All of the staff are amazing, so professional and yet incredibly friendly and empathetic.
Nothing is too much trouble and they made sure that I was eating and looking after myself too during a very tough time. I will be coming back regularly as a friend of Arbrook House.

Reply from Greta Narbutaityte, Customer Adviser at Arbrook House Care Home

We are very sorry about your loss and are glad to help you and your family through such a difficult time. Thank you for your kind words.


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Review from Robert D (Son of Resident) published on 25 February 2020
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

My father lived at the home for almost two years and was very well looked after for all of his stay.
He passed in early 2020, the home could not be more supportive in his last day’s and when he passed, help with all that needed to be done.
Overall, just excellent.

Reply from Greta Narbutaityte, Customer Adviser at Arbrook House Care Home

We are very sorry about your loss. Hopefully you can go away from this feeling like your father received the best possible care.


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Review from C B (Daughter of Resident) published on 13 February 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I cannot speak highly enough of Arbrook Care Home. They have worked very hard to help my father settle in. Every single member of staff has shown care and empathy and are very respectful that this is my father's new home.
The activity programme is varied and innovative and run with immense enthusiasm.
The home is very well run, and the staff seem very happy in their place of work, creating a great atmosphere.

Reply from Greta Narbutaityte, Customer Adviser at Arbrook House Care Home

Thank you for such amazing feedback, we really appreciate it. It's absolutely amazing to hear that your father feels at home with us.


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Review from V D (Daughter of Resident) published on 16 January 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Arbrook House provided my mother with the most beautiful care during the last weeks of her life. The nursing care was superlative, she was treated with love and respect, along with the highest nursing standards (as were her relatives).
Alas, she was unable to take advantage of the beautiful grounds,
the restaurant and lounge areas.
Every member of staff was warm and welcoming and we cannot thank them though for their dedication and high standards. They will be forever in our hearts. A simple massive thank you.

Reply from Greta Narbutaityte, Customer Adviser at Arbrook House Care Home

We really appreciate you taking the time to leave such kind comments, thank you.


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Review from Rennie F (Daughter of Resident) published on 15 November 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Helpful, friendly staff. We are happy with our mother's care even though she can be challenging now.

Reply from Greta Narbutaityte, Customer Adviser at Arbrook House Care Home

Thank you for trusting us with your mother's care. It is always nice to hear positive feedback from our residents' families.


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Review from Dasha B (Granddaughter of Resident) published on 15 November 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Arbrook House were very supportive and attentive for my dear nana and her last days. The staff were brilliant and very caring. It is also in a fantastic location and the grounds are wonderful for taking a walk and getting some fresh air. All in all a very lovely place and very good for looking after
their residents.

Reply from Greta Narbutaityte, Customer Adviser at Arbrook House Care Home

Thank you for your kind words and we really appreciate you trusting us with her care.


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Review from Angela W (Wife of Resident) published on 7 March 2019
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

We found Arbrook House a welcoming, cheerful care home. The nurses and carers really help residents feel as comfortable and at home as possible, attending to their medical needs but also endeavouring to make their stay as pleasant and varied as possible. The extensive grounds with lake and wildlife
are a bonus.

Reply from Greta Narbutaityte, Customer Adviser at Arbrook House Care Home

Thank you for taking the time to leave your review. We are pleased to hear about your positive experience and appreciate your comments about our home. We will certainly share your feedback with the home's manager. The Bupa Customer Care Team


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Review from J W (Resident) published on 28 February 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I was very fortunate to be referred to Arbrook House for one month's rehabilitation. The management team were supported by a capable, caring and helpful team of nursing assistants.

Reply from Greta Narbutaityte, Customer Advisor at Arbrook House Care Home

Thank you for taking the time to leave your review. We are pleased to hear about your positive experience and appreciate your comments of our home. We will certainly share your feedback with the home's manager. The Bupa Customer Care Team.


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Review from B V (Son of Resident) published on 15 January 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Mum had a stroke about a year ago and went from being fully independent in her own home to wheelchair-bound and requiring 24hr nursing care. Since becoming a resident at Arbrook House her outlook on life has improved considerably and she is adjusting well to her change in circumstances. I simply cannot
thank the manager and his team enough.

Reply from Greta Narbutaityte, Customer Adviser at Arbrook House Care Home

Thank you for taking the time to leave your review. We are pleased to hear about your positive experience and we will share your comments with the home’s manager. The Bupa Customer Care Team


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Review from Robert B (Son of Resident) published on 26 November 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The staff at Arbrook House have been outstanding. They have all shown a great deal of empathy, kindness and humour in getting to know my mother and helping her to settle and get involved in the life of the home.
We have been impressed and very reassured by the standard of care she received as her
dementia progressed. For a period of time, she caused a few headaches by taking herself off on "walks" that meant the staff were continually having to track her down. The manager went to enormous lengths to ensure she was able to continue these "walks" while staying safe. She felt at home living at Arbrook House and enjoyed getting to know and sharing jokes with the staff and other residents. As she became less mobile and communicative, she was cared for competently and with genuine kindness. We will always be grateful for this.

Reply from Josephine Gaupholm, Customer Adviser at Arbrook House Care Home

Thank you for your review of Arbrook House Care Home. We are pleased to hear that your mum has been having an enjoyable time at the home and appreciate your comments regarding the staff showing her empathy, kindness and humour. We will share your comments with the home manager. The Bupa Customer Care Team


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Review from John W (Son-in-law of Resident) published on 24 October 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

All the staff were really kind and nothing was too much trouble. They treated Mum with great respect. Arbrook is a really nice place. The room was homely with great views over the patio and wonderful gardens. Food was very good with plenty of choice and flexibility 5+ stars!

Reply from Josephine Gaupholm, Customer Adviser at Arbrook House Care Home

Thank you for your review of Arbrook House Care Home. We are pleased to hear that you have had a positive experience at the home and appreciate your comments regarding the staff treating your mum with respect and kindness. We will share your comments with the home's manager. The Bupa Customer Care Team


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Review from J M P (Niece of Resident) published on 21 September 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

From the outset, there has been nothing but the most professional and caring support for my aunt's end of life care.
Everything was catered for with a smile and nothing was too much trouble at this difficult time.
Everyone was very thoughtful and kind. I have nothing but admiration for staff (all
the staff) who assisted in making her final days very comfy.

Reply from Josephine Gaupholm, Customer Adviser at Arbrook House Care Home

Thank you for your review of Arbrook House Care Home. We are pleased to hear that you have had a positive experience at the home and we send our deepest condolences on the loss of your aunt. We appreciate your comments regarding the staff being thoughtful and kind. We will share your comments with the home's manager. The Bupa Customer Care Team


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Review from John H (Husband of Resident) published on 18 September 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I am extremely happy that my wife is in Arbrook House Care Home. The staff are very caring towards my wife and show a lot of respect which makes me very happy indeed. Thank you Arbrook House Care Home.

Reply from Josephine Gaupholm, Customer Adviser at Arbrook House Care Home

Thank you for your review of Arbrook House Care Home. We are pleased to hear that you and your wife have had a positive experience with the home and appreciate your comments regarding the care and respect your wife receives from the staff. We will share your comments with the home's manager. The Bupa Customer Care Team


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Review from Jacquelin S (Daughter of Resident) published on 14 September 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My father was only in the care home for a month but in that time we got to know the staff well and to trust their ability to lift and care for him. He quickly came to like a number of them very much and received very good care from all the staff. He sadly died far more quickly than we anticipated but
right to the end his care was excellent and he was treated with dignity.

Reply from Josephine Gaupholm, Customer Adviser at Arbrook House Care Home

Thank you for your review of Arbrook House Care Home. We are pleased to hear that you and your father had a positive experience at the care home and appreciate your comments regarding the dignified treatment your father received. We will share your comments with the home's manager. Our deepest sympathies for your loss, the Bupa Customer Care Team.


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Review from Andrew (Son of Resident) published on 21 August 2018
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My father started in the upstairs flat for respite but steadily deteriorated and moved downstairs to a normal room where he died a week later. The staff were fantastic and made my father feel really special. A very private man my father did not engage in any activities and stayed in his room the whole
time. Both rooms worked very well and we were very fortunate that the home was able to transition him to the best room for his rapidly changing needs. The staff were thoughtful and jolly throughout and made my Dad feel safe. I am a GP and work with care homes regularly. Arbrook is unusually good. The staff really care and work as a great team.

Reply from Josephine Gaupholm, Customer Adviser at Arbrook House Care Home

Thank you for your review of Arbrook House Care Home. We are pleased to hear that you and your father have had a pleasant experience at the home and appreciate your comments regarding the quality of care your father received while in the home. We will share your comments with the home's manager. Our deepest sympathies to you and your family, the Bupa Customer Care Team


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Review from D C (Daughter of Resident) published on 10 August 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The staff and management of Arbrook House always provided an excellent level of care and support for me and my dad.


Arbrook House is a lovely, airy and light place and there is always a buzz that makes it a lovely place.


Reply from Gabriella Mills, Customer Adviser at Arbrook House Care Home

Thank you for your review of Arbrook House Care Home, we are pleased to hear that your dad is being well cared for here and you are both receiving the support you need. We appreciate your comments on the home and will share your review with the care homes manager. The Bupa Customer Care Team.


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Review from Lesley L (Wife of Resident) published on 13 July 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

My husband spent three weeks in this care home and was very happy while he was there. I would definitely put him in there again for respite.

Reply from Gabriella Mills, Customer Adviser at Arbrook House Care Home

Thank you for your review of Arbrook House Care Home. We are pleased to hear that you have had a positive experience of our care home and that your husband enjoyed his stay. We appreciate your comments and will share them with the care homes manager. The Bupa Customer Care Team.


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Review from Charito R (Daughter of Resident) published on 4 July 2018
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mom was admitted towards her end of life, sadly passed away with love and care from all caring staff of Arbrook.


From the home manager, RGNs and care staff, they have shown my mom compassion and love and have to say that my mom had the best last days of her life at Arbrook.


Reply from Gabriella Mills, Customer Adviser at Arbrook House Care Home

Thank you for your review of Arbrook House Care Home, we are pleased to hear that your mom was well cared for during her stay. We appreciate your comments on the staff and glad to hear that you have had a positive experience of the home. Your comments will be shared with the care home's manager, The Bupa Customer Care Team.


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Review from Helen C (Daughter of Resident) published on 5 June 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother felt as though Arbrook House was a family, she simply loved it there as the staff are so caring and give loving care - right to the very end of my mother's life there.
The home always feels full of life with many activities for the residents and many activities for the residents and many
entertainment and educational visitors.
The food is extremely good.
Above all the staff care for you as, I believe, they would want to be looked after themselves.

Reply from Gabriella Mills, Customer Adviser at Arbrook House Care Home

Thank you for your review of Arbrook House, I'm glad that your Mother felt comfortable during her stay. We are pleased to hear that you had a positive experience whilst your Mother was there and appreciate your comments of our staff and the home's entertainment. Our condolences, The Bupa Customer Care Team.


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Current Review Score: 9.7 (9.740)

Overview of Review Score

The Review Score of 9.7 (9.740) out of 10 for Arbrook House Care Home is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.7 out of 5 from 39 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 39 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 4.740 for Arbrook House Care Home is calculated as follows: ( (352 Excellents x 5) + (93 Goods x 4) + (13 Satisfactorys x 3) ) ÷ 458 Ratings = 4.74

  • 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 Arbrook House Care Home is based on 39 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 44 registered maximum number of service users is 8.8, which has been reached with 39 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.

Performance

Care Quality Commission (CQC) Rating

Date: 26 Feb 2019

Overall
Outstanding

  • Caring

    Outstanding

  • Effective

    Good

  • Responsive

    Outstanding

  • Safe

    Good

  • Well-led

    Outstanding

Care Quality Commission is responsible for the registration and inspection of social care services in England.

View Latest Report

Bed Vacancies

2 Bed Vacancies

posted 17 Feb 2025

Spacious rooms available for nursing and residential care – long and short stay care available. All rooms are tastefully decorated, some overlooking the home’s attractive gardens. Residents can bring items from home such as ornaments, photos and small items of furniture to make more homely. The home also has two refurbished flats, offering lift access, spacious lounge & dining areas complete with own kitchen area, shower room and views of our stunning gardens. Ideal for anyone looking for independent living with the reassurance that support is close by, or for couples.


Awards / Recognitions (0)

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Meet the Team (2)

Jonathan

Jonathan May

Job Title: Home Manager

I love working at Arbrook House. The team always make sure our residents are happy and feel at home. There’s plenty going on and we have strong links with the local community so feel free to pop in and speak to us anytime.


Shelan

Shelan Murad

Job Title: Resident Experience Manager

Joined: 2012

I joined Bupa in June 2012 as a weekend receptionist at Wingham Court care home and stayed until 2017 when I was promoted to financial administrator and relocated to Arbrook House. In January 2024, I was promoted to resident experience manager and financial administrator at Arbrook House.


I enjoy working closely with residents and colleagues as well as meeting and supporting friends and families. It's fulfilling to be able to make a positive impact on their lives and create a supportive and caring environment.


Outside of work, I am very family-oriented and enjoy spending time with my loved ones. In my free time, I enjoy outdoor activities such as walking and meeting my friends for a catch-up. I also enjoy cooking different dishes for my family. I live locally and I appreciate the close-knit community and the opportunity to be involved in local events and initiatives.