Bupa Aged Care Willoughby - Willoughby, New South Wales

Greg W.

The Customer Care Manager (Beatrice) made our experience placing our father in BUPA Willoughby straightforward in stark contrast to our previous experiences at other facilities. Beatrice was a joy – nothing was too much trouble. She listened carefully, patiently and explained options knowledgeably, clearly and honestly. She negotiated a few specific requests with the manager (Darren) who was particularly flexible, employing common sense instead of the convenience of standard practice. The nursing manager Sherry had a similar patient, friendly and positive attitude. Highly recommended.

Justine L.

My father Is very happy and comfortable at Bupa Willoughby. He has settled in very well, after moving there in November 2023. My mother and I are are extremely happy with the care, the friendly and helpful staff, especially Kai, Darren and Sherry, and the general atmosphere and management. The facility is welcoming and inclusive and surrounded by greenery. Gardens are well-maintained. There is lots of natural light and a variety of comfortable locations for residents to spend time in company or alone both indoors and outdoors. Staff are very professional and receptive to our feedback and requests. Very grateful to all the staff for taking such good care of my Dad. 🙂

Kylie B.

I am writing to emphatically recommend the Bupa Nursing home at Willoughby. If you or your loved one are located in the area, or even if you're not, and you're looking for somewhere for yourself, family members or a great friend to enjoy their twilight years, this beautiful home offers a solution that would delight the most discerning resident. The location is convenient to all life has to offer and this grand looking home is surrounded by the beautiful homes in Willoughby. As soon as you walk in through the entry after parking in the convenient car park, you know this place is special.

As a family we simply could not be happier with Bupa Willoughby. The way in which the team in this stunning home care for our parents is outstanding. Not only do the staff care about their physical health, they also care about their mental and emotional wellbeing. Our parents actually feel loved and heard by the staff. They enjoy the meals and daily activities.

Our parents went into Bupa Willoughby after a run of worrying health concerns which had left me, as the primary carer, with unhealthy levels of stress. The support the team has given our parents and the family as a whole has been life saving. Everyone from Kai, the reception staff member, who made the process from beginning to end a smooth one. To Sherry, the Care Director, who impressed me with her knowledge no end. Having owned a large medical centre myself, I have come across many medical staff, none who have demonstrated kindness, expertise and dedication to the level Sherry does. She runs a team of incredible nurses like the outstanding Mona, Irene, Pratishka (and the list continues extensively) who are screened, trained and motivated in a way that is obviously successful. The General Manager Darren offers insighful, honest, valuable direction and solutions. Darren has the attitude, "Nothing is too good for our residents, I just want them to have whatever is the best.” This was his response when I queried accessing expensive equipment my father needed.

I believe the way that they handle PPE during outbreaks and their medical knowledge is second to none. Demonstrating this, my parents did not get Covid even though there was an outbreak. The staff take your calls anytime day or night and nothing at all is an issue. The care is very individualised and personalised. I almost felt a little bit of guilt at how much individual time my parents were getting, but there were no residents in there that were missing out. All of them have big smiles anytime I see them.

Our vulnerable parents are happy, safe and stimulated.
Thank you Bupa Willoughby.

Kylie Beaufoy and family

Susie B.

Thank you to the fabulous staff at BUPA Willoughby . Lead by Darren and Sherry , so good to know the team on every level(cleaning chefs care teams )within the home have got your back. Knowing that your love one is safe and has so much care around them is so comforting . Thank you so much.

Susie B

Maria F.

My dad has been at Bupa Willoughby for over 2 years. The staff are lovely, the place is clean and my dad is very well taken care of. They’ve taken the time to get to know him. Yes, it would be better if dad was at home because nothing beats one’s own home, but this wasn’t possible and I’m really happy dad decided on Bupa Willoughby.

David W.

My mother lived at Bupa Willoughby from March 2021 until her recent death. She broke her hip back in October 2021 and was unable to return to independent living. Apart from some short-term memory loss, she had few major health issues and was probably at the lower end of the needs spectrum. My review should be read in the context of my mother's particular situation. I am not in a position to comment on how her experience would have been had her needs been greater.

Overall, my mother and my family were very happy with how everything went for her at Bupa Willoughby. Managing an aged care home in the current funding environment is not easy, and we felt that they did a very good job under the circumstances. The home was comfortable and well maintained, with a lovely garden and break-out areas, good-sized rooms, and well positioned for outings to local cafes or walks on the leafy local streets.

My family was very involved in my mother's care, and this I feel made a significant difference to the quality of life she enjoyed. I am very grateful to the Bupa management for doing everything possible to facilitate access during the Covid-19 pandemic. It was and is a difficult balancing act - protecting residents from the virus while keeping them connected with their loved ones. I felt that Bupa got the balance right, which cannot have been easy.

Bupa Willoughby shares the challenges all aged care homes are experiencing. Government funding for aged care means that the important work undertaken by aged care workers is not as well remunerated as it should be. Most have to travel considerable distances to come to work, which was difficult with public transport turmoil at times. Retention of staff is difficult. If you have a family member going into aged care, it's important to have a good understanding of the challenges. We did, and we decided that it would require a high level of day-to-day involvement to ensure that our mother enjoyed a high quality of life. By way of example, my mother was a picky eater and we used to bring her things that she really enjoyed that went well beyond what an aged care home could realistically provide. The meals at the aged care home would have sufficed, but we wanted more than that and felt that it was up to us in that case.

Despite the many challenges they face, we found all the Bupa Willoughby staff to be kind and eager to assist. My mother never complained once about the care provided to her. It is a big team, but the same kindness was offered by all , including the management team, the clinical care team, the nurses and assistant nurses, the physiotherapist, the chef and hospitality team, the recreation and activity team, the laundry and cleaning teams, and the maintenance team. I enjoyed getting to know many of them and knew they were trying their hardest. They were always looking for feedback so they could improve their performance.

Thanks to all and keep up the good work!

Paul C.

Our mum was Bupa Willoughby late last year and we had a very different experience from other reviews. Like any area that deals with care needs, be it hospitals, GP's, or other services family need to be part of the process. We had a very good experience, the staff were lovely and took great care of mum. We had our reservations initially given the reviews but these largely proved baseless. If you are in a situation where you have to put a loved one in care ensure you are an active participant so that you achieve the result you want.

scott W.

Dad went into BUPA Willoughby initially for respite post hospital. It became obvious that full time care was needed, and after 6weeks or so in respite there, we new that he was in the best possible place. The staff from the GM Barbari through admin, clinical, lifestyle and basically the whole crew are wonderful happy caring making dad feel at home and looking after everything he or we need. The listen and take feedback really well and genuinely make dad feel special and is welcome. It’s a great spot with beautiful garden and large outdoor courtyard. Dad is very much at home after just a few months. I really recommend the spot, we feel lucky to have dad there in what really does feel a bit like a big family.