New Forest Nursing Home

Updated 3 December 2025

Date of Assessment:15 and 16 December 2025. This inspection was prompted in part by a notification of an incident following which a person using the service died. This incident is subject to further investigation by CQC as to whether any regulatory action should be taken. As a result, this inspection did not examine the circumstances of the incident.

However, the information shared with CQC about the incident indicated potential concerns about people’s care and treatment. This inspection examined those risks. Although we found no concerns about people’s safety, we found the provider was in breach of 1 regulation for governance.

New Forest Nursing Home is a residential care home providing personal and nursing care to up to 48 people. We reviewed 17 quality statements across 4 of the key questions. The manager had been in post for 3 months and was aware of the concerns and had begun to make changes to the management and oversight of the service.

Some areas of medicines management needed some improvement, which had not been identified by the provider. Incidents and accidents were reported and investigated, and staff knew how to report concerns about people’s safety. Lessons learned were shared with staff formally and informally. People had been referred to other health professionals for their support when required. Safety checks in relation to the environment were carried out.

The service used nationally recognised tools to assess people’s needs. Advice was sought from external health professionals when required. Staff protected people’s dignity. Staff treated people with kindness and compassion and there was a friendly and welcoming atmosphere at the service.

We received positive feedback about the new management team from staff who told us they felt the service was “more organised.” The management team were visible, knowledgeable and supportive, helping staff develop in their roles. Staff told us they felt supported to give feedback and were treated equally, free from bullying or harassment. Staff understood their roles and responsibilities.

In instances where CQC has begun a process of regulatory action, we may publish this information on our website after any representations and/or appeals have been concluded, if the action has been taken forward.

We have asked the provider for an action plan in response to the concerns found at this assessment.

Updated 3 December 2025

People told us they felt safe living at the service and spoke highly of the staff. One person told us, “The staff are excellent. They’ll do anything that I ask them to.” One person’s relative said, “I have no concerns whatsoever.”

People and their relatives gave mixed feedback about staffing levels. Some people told us they felt staff appeared rushed and didn’t always have time to sit and talk with them and some people’s relatives said they felt it was sometimes difficult to locate a member of staff. Most people told us they enjoyed the food, that it was varied and there was lots of it. People told us they had opportunities to take part in activities, either as part of a group or in their own bedrooms.

People told us they were treated kindly and with compassion. We saw that staff engaged people in meaningful activities, and people appeared relaxed around staff. They were talking and laughing with staff.

People and their relatives told us their health needs were met, that staff responded quickly when they were unwell and supported them to attend hospital appointments.