Osborne Lodge Rest Home

Osborne Lodge Rest Home in New Milton provides residential care for up to 35 older people, with 27 residents living there during the inspection in December 2020. The home is set in an adapted and extended building featuring ensuite facilities in every room, accessible communal spaces, and adapted bathrooms. Following a previous inspection that identified areas requiring attention, the home has successfully addressed previous regulatory breaches, implemented comprehensive action plans, and made significant overall improvements.

Residents were protected from potential abuse by well-trained staff and a proactive management team. Safety was supported by thorough individual and service-wide risk assessments, including specific COVID-19 evaluations, alongside regular checks of fire safety, water hygiene, and equipment. Accidents were carefully reviewed to prevent future occurrences, and the home maintained sufficient staffing levels with safe recruitment practices. Medicines were managed, stored, and audited securely. Clear infection control procedures were visible, featuring very clean premises, proper PPE use, health screenings for visitors, and a specially added visiting pod with an intercom system to allow safe contact.

Care plans were tailored to individuals, and staff demonstrated a strong commitment to delivering personalized support. While the overall feedback from quality questionnaires was positive, past feedback did highlight concerns regarding the food, which prompted the management to recruit a new head chef and successfully improve meal quality. Other minor points from surveys were promptly added to action plans and addressed, showing an active approach to resolving any feedback received from residents and their families.

Staff treated residents respectfully within a friendly, family-like atmosphere, encouraging individuals to participate in their care plan reviews and daily feedback. Residents were supported to maintain contact with friends and relatives through phone and video calls, as well as arranged visits whenever safe. Communication across the service was strong, supported by daily handovers, regular staff meetings, and efforts to help staff pursue nationally recognized health and social care qualifications.

Families can expect a person-centered environment where care reflects individual needs. The management team maintained positive working relationships with local health and social care professionals, GPs, and pharmacies.

The home was managed by an engaged leadership team that oversaw a robust internal auditing system involving various staff members. Records were stored securely, and leaders maintained an open approach to learning, fulfilling their responsibilities under the duty of candour while continuously monitoring service quality through questionnaires and regular management reviews.