New Milton House

Quaker House provides a welcoming and friendly home for older people, creating an environment where residents and their families feel genuinely involved and listened to. The management and staff focus heavily on delivering personal care that respects individual needs, choices, and daily routines, ensuring residents are supported with kindness and dignity. While the atmosphere is warm and residents consistently praise the high standard of attention they receive, the recent inspection highlighted a few minor administrative areas requiring closer attention, which the team has already begun addressing.

When it comes to safety, the home maintains robust recruitment processes and ensures enough experienced staff are always on duty to respond promptly to call bells. Medications are handled securely by trained staff, and the premises are kept very clean by diligent housekeeping teams. However, inspectors noted a few small points for improvement, such as updating specific medicine protocols for one resident, ensuring personal hygiene items are not left in shared bathrooms to prevent cross-contamination, tracking heatwave checks for residents staying in their rooms, and finalising emergency evacuation plans for a small number of individuals.

The care provided is deeply effective, with staff fully understanding how to support people in making their own choices in line with legal principles. Residents are encouraged to maintain independence and take part in decisions about their daily lives. Training schedules for legal mental capacity guidelines are treated as a priority to ensure practices continue adapting to residents' changing needs.

Residents and relatives describe the care as exceptionally caring, highlighting staff who approach their duties with grace, affection, and genuine warmth. People are able to personalise their living spaces and continue with hobbies, feeling secure that their preferences always come first. Visitors face no restrictions, allowing families to maintain close and open connections.

Support is responsive and tailored, featuring detailed care plans and a commitment to keeping families fully informed. Feedback from satisfaction surveys and meetings is actively used to adjust staffing levels at busy times and improve meals.

Finally, the leadership is open, approachable, and proactive. The management team fosters an inclusive culture where both residents and staff feel supported to share ideas and suggest improvements, supported by regular audits, clear responsibilities, and ongoing staff training programmes.