Heartland Manor

Forest Oaks is a purpose-built residential and nursing care home in Brockenhurst supporting older people and younger adults across two separate wings. The home features various communal areas, a large restaurant-style dining room, and an accessible garden. This report highlights how the service operates under current leadership and identifies key areas of strength alongside points that require ongoing attention.

People were protected by staff trained in recognizing and reporting abuse, supported by thorough risk assessments covering individual needs and premises safety like fire and water hygiene. The building was very clean and well-maintained, and infections such as COVID-19 and Norovirus were managed effectively. However, mixed feedback was received regarding staffing levels, with some residents experiencing delays when using call bells and relatives noting reduced staffing on weekends.

Care was delivered by staff who completed robust inductions and understood people's needs. The Mental Capacity Act principles were properly followed, and residents were supported to make choices about their daily routines and care preferences.

Residents engaged with an active lifestyle supported by staff, and visitors were welcomed without rigid booking restrictions. The home successfully accommodated individual requests, such as allowing a resident to bring their dog, and staff ensured that care plans respected personal preferences.

The home responded to previous medicine recording errors by introducing a new electronic administration system and providing relevant training. Medicines were securely stored and managed, though attention was required to ensure individual medicine cabinet temperatures remain consistently cool.

Recent management changes and high staff turnover had caused some uncertainty and low morale among the team. A new manager started on the first day of the inspection, and plans were in place to add team leaders and recruit more staff to ease pressure on registered nurses. Robust audits ensured compliance and safety across the service.