Customer satisfaction up at Bupa Care Homes

Bupa Care Homes has revealed that residents and their relatives are increasingly expressing satisfaction at the care they receive while staying in the group's facilities.

According to the private care home company, 71 per cent of relatives described the service provided as 'excellent' or 'very good' last year - up from 64 per cent in 2007.

Meanwhile, the proportion of residents describing their experience as 'very good' or better remained stable at 72 per cent.

According to Bupa, which obtains 15 per cent of group revenues from its private care home business, this increase in satisfaction is testament to the programme of refurbishment that is ongoing across the group's facilities.

Ray King, Bupa's chief executive, admitted that the group is not immune from the economic downturn, but said that Bupa had enjoyed "good momentum" in 2008.

"Underlying surplus has risen by nine per cent, a stronger performance than we had anticipated earlier in 2008," he revealed.

"I believe that the group's breadth of activities in terms of geography, sector and focus on health will help us to weather recession in our key markets," Mr King added.

Bupa Care Homes now operates over 430 care homes in the UK, Spain, Australia and New Zealand.

It is also the UK's biggest provider of care for people with dementia, providing specialist care for over 6,000 people.

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