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 81-96
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 Edna (Resident) published on 15 May 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Management not here at weekends. There are 42 rooms and staff under pressure to cope with all the residents and agency staff have to be called in. The staff are caring, some exceptionally so. I have had to order some agency staff out of the room. Maintenance in bathroom very poor, washbasin sink plug
has broken chain, cupboard doors do not fasten. It takes some time to heat the water and more time to transfer water to the shower, hot water only lasts to 11.30am. Ordering of supplies very slow, frequent shortages of flannels, serviettes, drinks etc., told they will be here tomorrow. Summoning help by pressing 'bell' very slow. One can wait up to 1/2 an hour, one occasion I had to call "Help"!. It was another resident who got help for me. Chiropody service seen 23rd January and 18th April. Some night staff wear gloves to empty a commode, others do not, washing machine broke down January. Delay getting part, further delay for fixing.

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

Thank you for your review, we are pleased to hear about the positive experience you have had with our staff.
We take all comments extremely seriously and are disappointed to hear that you are unsatisfied with your weekend experience at this care home. We will discuss your feedback with the home's manager to help them continually improve their service. If you would like to discuss this in more detail, please contact our customer service team by emailing feedback@bupa.com. The Bupa Customer Care Team.


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Review from Ian T (Son of Resident) published on 23 March 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My thanks for the excellent care and customer service shown to my father during his all too brief stay at Arbrook House before his passing. I would pass on particular praise to the staff.

Reply from Jayne Duck, Customer services administrator at Arbrook House Care Home

So sorry to hear of your loss, please accept our condolences. Thank you for your review and kind words.


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Review from Peter G (Friend of Resident) published on 20 March 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Our friend was with your friendly home staff for about a month. He found the staff really helpful and caring. His friends were listened to and treated with respect.


The staff could not have been more accommodating as my friend sometimes got a little agitated, to say the least!


We have enjoyed

visiting my friend in these beautiful surroundings.

Reply from Jayne Duck, Customer services administrator at Arbrook House Care Home

Thank you for your review. We are pleased to hear about your positive experience and appreciate your comments of our home.


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Review from Bryan B (Relative of Resident) published on 16 March 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I found the staff very friendly and accommodating. A particular mention to the manager for his kindness and enthusiasm in caring, also the senior carer, a fantastic person where words are not enough. A shame I can't take her home with me! The grounds are beautiful, well kept but look natural.

Reply from Jayne Duck, Customer services administrator at Arbrook House Care Home

Thank you for your review. We are pleased to hear about your positive experience and appreciate your comments about our home and staff.


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Review from Amanda J (Daughter of Resident) published on 5 January 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I have now had two relatives who have chosen Arbrook House for respite after extended stays in hospital.


The surrounding beautiful gardens are well tended, the rooms are designed for comfort and offer privacy or a place to entertain family or friends.


But the staff, from the carers and support

staff to the chefs and nurses are the jewel in the crown! Professional, kind, supportive and dedicated to their patients.

Reply from Jayne Duck, Customer Services Administrator at Arbrook House Care Home

Thank you for your review and kind words about our staff. It is lovely to hear that your relatives enjoyed their stay with us and I hope that their health has improved.


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Review from Pamela S (Wife of Resident) published on 4 December 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My husband came to Arbrook House only 3 weeks ago having been in various hospitals for the past 9 months. I can only say that every single person, from the moment we arrived, was shown such kindness, care and total dedication. It humbles us as a family to witness this and we are so happy that we chose
Arbrook House for my husband.

Reply from Jayne Duck, Customer services administrator at Arbrook House Care Home

Thank you for your review. I'm so glad to hear that your husband has been shown nothing but kindness and care since he came to stay with us. I hope is is settling in ok and that you and your family have peace of mind knowing that he is well cared for.


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Review from Mike H (Son-in-law of Resident) published on 6 July 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

After one week, I am very satisfied with my choice of Arbrook for my mother-in-law who has heart failure. The manager has been impressive, caring, swift to act and good in communicating, from hospital discharge to care home admission and in subsequent attentiveness.


Staff are courteous, patient

and helpful. They have such a tough job but manage to do it with a smile on their faces.


The care home has pleasant gardens, corridors can be noisy - but on the whole, we are satisfied, very much, at this point. Thank you.


Reply from Jayne Duck, Customer Services Administrator at Arbrook House Care Home

Thank you for your review. We are pleased to hear about your positive experience and appreciate your comments of our home and will share your comments with the home’s manager.


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Review from B T (Wife of Resident) published on 26 June 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 3.0 out of 5

We were called to Arbrook House as my husband was dying in a Friday evening.
After he had died, we went home.
No contact was made to us until Monday evening. We didn't know what had happened to his body or where he was.
The funeral directors subsequently told us he had been collected at 11pm Friday.
It would have been nice if the care home had phoned us on Saturday morning.

Reply from Jayne Duck, Customer Services Administrator at Arbrook House Care Home

So sorry to hear of your loss. Please accept our condolences. 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.


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Review from Marian B (Wife of Resident) published on 18 May 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My husband came to Arbrook as he has advanced MS. The home is very comfortable and friendly. The staff are very kind and helpful. The surroundings are totally beautiful, with enormous landscaped gardens, complete with a lake. The accommodation is very comfortable with every need seen to. The food is
prepared by an excellent chef and is wonderful. Altogether, the best nursing home possible.

Reply from Simone Berkeley, Customer Service Advisor at Arbrook House Care Home

Thank you for your review, we appreciate your feedback. We are pleased to hear about your positive experience and that the home met all the standards and we appreciate your comments about our home and will share your comments with the home’s manager.


The Bupa Customer Care Team.


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Review from Paula D (Wife of Resident) published on 15 November 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My husband was a redient at Arbrook House Care Home from 28th July 2016 until she passed away on the 27th September 2016. I cannot fault the care he was given. Arbrook House has an amazing team of nurses and carers who go above and beyond to look after both resident and family.

Reply from Rose Pickering, Customer Service Administrator at Arbrook House 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. Please accept our condolences. The Bupa Customer Care Team.


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Review from Paul U (Son of Resident) published on 30 June 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Very good, my father is kept clean and his room is clean.

Reply from Emily Wilson, Customer Service Administrator at Arbrook House Care Home

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


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Review from Margaret L (Wife of Resident) published on 29 June 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Some of the staff are excellent and very conscientious, whilst others seem to avoid their duties if they can. It would be nice if some members of staff showed a bit more charm and enthusiasm for their jobs and that includes the receptionist, who can at times veer
towards being grumpy and down right
rude which is not very welcoming. It does take quite a long time for staff to answer the bell. If possible it would be a good idea to get the council to install traffic lights at the gates.

Reply from Lydia Waller, Customer Service Administrator at Arbrook House 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.


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Review from Colin P (Husband of Resident) published on 24 December 2015
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

This nursing home has exceeded all of my expectations from the management to the cleaning staff, from the house itself to the well kept rooms. The standards are kept close to perfection.

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Review from Ann (Daughter of Resident) published on 11 December 2015
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

I have had parents resident at Arbrook House since September 2013. Initially I had some concerns about staffing levels and communication both between staff at the home and with myself. In the past year there have been significant improvements in the physical environment and staffing levels and I feel
much more able to work in partnership with the staff about my parents care. This is now a warm, caring and supportive environment in which the recent death of my father was handled with great sensitivity and I have confidence that the future care needs of my mother will be fully met.

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Review from Judith S (Sister of Resident) published on 12 November 2015
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Arbrook House Nursing home must be one of the best nursing homes in the country. I went to see my brother who had a severe stroke, at least six days a week over a year. My brother was treated with sensitivity and kindness by all the staff. He was always asked by the carers if he wished to go to activities
or into the lounge/dining room etc. Whenever possible his wishes were accepted. He had a terrible year and he was unable to do anything for himself, but he could not have been cared fro in any better way. To me as a relative it became second home and I now miss going there more than I can tell you. I think the carers are wonderful but grossly underpaid.

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Review from A R (Son of Resident) published on 9 November 2015
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

I was very pleased with the care, compassion and attention that all staff paid to my mother in the six weeks she was at Arbrook House. We were always welcomed on arrival by all staff we met and kept updated on her condition. It was of great comfort to us that the whole team has my mothers best interests
to the fore.

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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.