New Forest Nursing Home

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity, and respect. At our last assessment we rated this key question Good. At this assessment, the rating has remained Good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff treated people with kindness, empathy and compassion and respected their privacy and dignity. People told us, “I know the staff but not everyone’s name. If they had name badges, I would be able to send complements to the manager. Don’t get me wrong, all the staff are good, but some go the extra mile” and “Not only do I know the staff, but they know me so well. When they come into my room they can tell if I am out of sorts, they will sit next to me and ask me what is wrong and then try their best to make me feel better.” Another person said, “The staff know what they are doing, and they are very respectful of my dignity. They always knock before entering my room, they open the door a little and ask if they can come in.”

People’s relatives spoke highly of the staff. Comments included, “The staff have been so utterly accommodating, they couldn’t have been more supportive” and “I have nothing but praise. The staff have been exceptional in their care, duty, and communication.”

One staff member said, “The staff are all very caring, a lovely bunch. Anyone who isn't like that is pulled up on it.” Another staff member said, “It’s the most rewarding job I've ever done. I love it so much with my heart and soul. The little things we do to help makes so much difference.”

During the two days of the on-site assessment, the atmosphere at the service was friendly and welcoming. We saw and heard staff interacting with people in a meaningful way and heard lots of laughter from people, visitors, and staff. One person’s relative said, “When you arrive there, you can feel the happy atmosphere. Each member of staff makes eye contact with you, smiles, and greets you.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Comments from people’s relatives included, “They [staff] are the kindest of people. In this home [relative] is called by their name. All the staff know [relative’s] name. I really feel that [relative] is not just another resident to the staff” and “The staff are generally wonderful. There are a couple of exceptionally good team leaders who really encourage [name] to be as independent as possible. They get [name] walking and are so encouraging.”

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. However, the service did not promote people’s access to community activities.

There was no staff member in post responsible for activities co-ordination at the service. The registered manager told us they had been trying to recruit into the position for some time; however, several people’s relatives told us they felt this was an area where improvement was needed. Comments included, “There was a really good activities coordinator, who tried to set up some coffee mornings with the more able residents, but she left shortly after this and they didn’t really happen” and “There used to be a few trips out but not so many now that [activities staff member] isn’t there. I do think [relative] does need more stimulation.”

We received positive feedback that staff supported people as individuals. For example, one person said, “All the staff are good; they continually offer choice, from when I want to get up and go to bed, what I would like to eat and what I like wearing and which activities I enjoy. They ask if I would like a shower or bath as well.” Another person walked around the building with us and said, “The library is my favourite room. I love reading and here I will never run out of books to read. I can come in here whenever I want to.”

Comments from people’s relatives included, “My [relative] doesn’t want to shower or bath, but honestly, [they] are always immaculate, nails, hair, skin is lovely. I always check for blemishes etc, and [they] always smell lovely, so the staff are making sure all [relative’s] nice creams are used.” Another person’s relative said, “[Name] is a real person here with [their] own personality and that is respected by the staff.”

The provider listened to and understood people’s needs, views, and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern, or distress. One person’s relative said, “[Relative] fell and broke [their] hip, but this was all dealt with well and efficiently by the home.”

There were good links with other health professionals. One health professional told us, “From what I have witnessed, people’s health and support needs are being met. They [staff] appear to be immersed in supporting the patient and engage with myself positively in order to support the needs and health of their residents.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff wellbeing and rewards programmes were in place. The registered manager told us there were birthday rewards where staff were given a voucher on their birthday, and long service awards. The service also provided staff with parties at Christmas and a beach party in the summer. The registered manager said they hoped to arrange a New Forest picnic this year.