A Bupa care home that arranged a surprise message from Wimbledon legend Andy Murray for a tennis fan has been rated ‘outstanding’ by the CQC.
The message from the two times Wimbledon champion thanking the resident for their support was one of the many ways staff at Arbrook House in Esher, Surrey have gone “above and beyond” to deliver “exceptional care” for its residents.
Jonathan May, Home Manager at Bupa Arbrook House, said: “It’s like a big family here – we take the time to get to know residents individually, and base the care around this. This understanding motivates us all to go the extra mile for residents, and I’m absolutely delighted that it’s been recognised with this rating.”
Other examples of outstanding care noted by the CQC included enabling a resident to renew her wedding vows, complete with stag and hen parties.
The CQC also highlighted how Jonathan spent his own time carving a wooden cross to replace one that had been lost by a resident, who told inspectors: “I carry it every minute with me. This is beautiful. It’s respecting my religion.”
Another resident who had played violin in orchestras around the world was asked to give a colleague a lesson, providing them with a meaningful activity and helping to evoke their fond memories.
The home was also praised for its range of meaningful and interesting activities which have included trips to Madame Tussauds, a private tour of an RAF museum and involvement in a training video.
Joan Elliott, Managing Director for Bupa Care Homes, said: “By really getting to know their residents, the team at Arbrook House deliver exceptional standards of care. The examples from the report are heart-warming and represent just a fraction of the fantastic stories to come from the home. Everyone is thoroughly deserving of this outstanding rating – congratulations all.”
The home, which also earned praise from local MP Dominic Raab, is Bupa’s fourth ‘outstanding’ rated service.
To read the report, click here.