Heartland Manor

The Rise, Brockenhurst SO42 7SJ
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9.4 25 Reviews
  • Heartland Manor, Brockenhurst
The company has been rebranded and is under new management. Heartland Manor offers a warm and welcoming environment where residents can feel comfortable and at ease in a home away from home. It offers residential and dementia care to the local community.

Located within a short walking distance of Brockenhurst village centre in the New Forest, residents are able to relax and enjoy the surroundings, safe in the knowledge that all are being cared for by a professional, dedicated care team.

A specialist dementia wing has been launched at the home, ground floor rooms which have been designed with dementia residents in mind. The wing has its own lounge, dining room, café, beach corridor, post office, florist and sensory room.

The wing was created to help residents enjoy walking with purpose with the journey being one of engagement and interest so being bored is not an option.
The home offers 45 well-appointed rooms, the majority with en-suite facilities, and benefit from views overlooking the beautifully kept grounds.

Facilities include a dining room, café area, hairdressing and beauty salon with visiting hairdressers, communal lounge, dining room and hobbies room.

Each private room also has its own telephone line and internet access with Wi-Fi also available in the home.

A detailed care plan is in place for all residents and is tailored to individual needs, which accords with the home's ethos and values of providing person-centred care and support for each and every person.

Heartland Manor has an excellent activity programme which includes a wide range of entertainers, craft sessions, speakers, exercise groups and quizzes.

Outings are arranged regularly using the home’s own mobility vehicle, the team try to get residents out in the fresh air as often as possible to continue the interests they enjoy.

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Care Provided by Heartland Manor

  • Primary Care Categories
  • Dementia
  • Learning Disability
  • No Medical Intervention
  • Older Person Care
  • Respite Care
  • Sensory Impairment
  • Care Types Provided
  • Dementia Residential Care
  • Residential Care
  • For a maximum of 45 Service Users
  • Voluntary / Not for Profit Owned
  • Care Offered
  • Alzheimer's
  • Asperger Syndrome
  • Cancer Care
  • Cerebral Palsy
  • Colitis & Crohn's Disease
  • COPD/Pulmonary Disease
  • Epilepsy
  • Hearing Impairment
  • Huntington's Disease
  • Korsakoff Syndrome
  • Motor Neurone Disease
  • Multiple Sclerosis
  • Orthopaedic
  • Parkinson's Disease
  • Prader-Willi Syndrome
  • Speech Impairment
  • Stroke
  • Visual Impairment
  • Other Care Provided
  • Convalescent Care
  • End of Life Care
  • Own GP if required

Good to Know

  • Owner
  • The Wilverley Association
  • Person in charge
  • Juliet Orman (Home Manager)
  • Admission Criteria
    • Ages 65+
  • Room Information
    • Single Rooms (45)
  • Care Home Design/Build
    • Purpose Built: Yes
    • Last Refurbishment: 2024
    • Number of floors: 3

Facilities

  • Bar/Café
  • Close to Local shops
  • Gardens
  • Ground Floor Accommodation only
  • Lift
  • Minibus or other transport
  • Near Public Transport
  • Own Furniture if required
  • Phone Point in own room
  • Residents Internet Access
  • Residents Kitchenette
  • Smoking not permitted
  • Television point in own room
  • Wheelchair Access
  • Parking

  • Parking is limited onsite but on road parking is available for in front of the home or on nearby roads. Please be thoughtful to the neighbours when parking on street outside their homes. There is a four hour parking restriction on certain sections of The Rise.


Heartland Manor Reviews (25)

Total of 25, showing 1-20
9.4

Heartland Manor has a Review Score of 9.4 (9.395) out of 10, based on 9 reviews in the last 2 years. Over all time Heartland Manor has 25 reviews.

Overall Experience

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Date Published

25
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Review from C R (Daughter-in-law of Resident) published on 14 October 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Visited my mother in law yesterday, she has recently become a resident and I must say what a lovely, friendly, caring home. Was a bit apprehensive visiting, to be honest, but as soon as we walked in the door we were greeted by a lovely receptionist who took us upstairs to her room. The room was bright,
clean and really cosy. The staff who popped in to offer teas/coffee were so so lovely. The corridors are bright, all the doors are painted different colours: the dining room is so lovely. Was really impressed and so happy my mother in law is well taken care of.

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Review from Cameron N (Son of Resident) published on 13 August 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Dad moved into Heartland upon discharge from hospital. The staff could not have been more helpful and welcoming. The effort to make the new Dementia corridors as interesting and stimulating as possible is a real example of the care and consideration given to the residents. We are so fortunate to have
found such an exceptional home for my father.

Reply from Amanda Alexander-Pierce, CEO at Heartland Manor

Thank you for your kind comments. Our team strive to make not only the care quality but the environment appropriate for the needs of our residents. It is our pleasure to be able to support your loved one in our home. Best wishes


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Review from Sharon D (Daughter of Resident) published on 14 February 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The staff at Forest Oaks have cared for my mum with compassion since she moved in last summer after suffering a deep decline in her physical health. She feels loved and valued and is happy in her new home. The staff maintain her dignity and privacy at all times and encourages her to do as much as she
is able. She enjoys the daily entertainment and activities very much. The family feel that we are informed and supported by Forest Oaks and we are grateful for the care they provide.

Reply from Jamie Young, Marketing Manager at Heartland Manor

Thank you for your kind words, we are so glad she feels valued and her privacy is respected at all times.


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Review from Jenny N (Resident) published on 31 January 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I have been a resident now for just over a month and really enjoy living here. It is most comfortable and the staff are all so pleasant and helpful. My room is lovely with my own pictures and some furniture of my own which all helps to make it feel like home. The meals are good, beautifully cooked with
plenty of choice.

Reply from Jamie Young, Marketing Manager at Heartland Manor

Thank you for your kind words. We are really happy you are enjoying your stay at Forest Oaks.


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Review from S W (Sister of Resident) published on 25 January 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My sister is treated very well and the carers are very kind. Her room is always clean and the food is excellent. As a visitor, I am always warmly greeted and have tea and cake in the afternoon. Forest Oaks is always spoken of fondly.

Reply from Jamie Young, Marketing Manager at Heartland Manor

Thank you for your kind words. We are glad you are enjoying our freshly made cakes, they taste lovely!


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Review from C J (Son of Resident) published on 24 October 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

We are so happy that our mother is at this lovely home. Apart from it being right in the middle of the village, allowing her to get out to the shops and to church with ease, the atmosphere is wonderful.
The carers and office staff are absolutely brilliant. I’m constantly hearing about how very friendly
they are and how much Mum enjoys chatting to them. The home feels safe and clean and concerns last year around the turnover of the management team and carers appear to have been fully addressed. I would wholeheartedly recommend Forest Oaks Care Home.

Reply from Jamie Young, Marketing Manager at Heartland Manor

Thank you so much for your kind words, we are glad Mum is enjoying her time here at Forest Oaks.


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Review from P F (Resident) published on 20 July 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 3.0 out of 5

The home had deteriorated in the past years, but recently there has been some general improvement, with the change of senior staff last year and following a recent meeting to inform us things generally will improve; I hope so. The staff situation I think will improve, with the appointment of the home's
own staff gradually replacing agency staff. Food could be better at times. Safety and security has improved during the recent months.

Reply from Jamie Young, Marketing Manager at Heartland Manor

Thank you for the review, we really apricate the support from our residents whilst working to continuously improve our standards to benefit the people we care for.


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Review from A J (Resident) published on 5 June 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Forest Oakes is a lovely residence with a happy atmosphere. A lovely staff and helpful if you have a problem.

Reply from Jamie Young, Marketing Manager at Heartland Manor

Thank you for your review and kind words, we are very happy that you are happy at Forest Oaks.


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Review from S D (Daughter of Resident) published on 30 May 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Dad was transferred to Forest Oaks from Hospital to receive end of life nursing care. We hadn't visited the home prior to his transfer and so arranged to meet Dad at the home when he arrived by ambulance. His room was bright and sunny overlooking the garden and everything was clean and tidy, including
all the reception areas. The staff at Forest Oaks made my sister and I so welcome always offering us a cup of tea, a friendly chat and even on occasion a shoulder to cry on. Everyone was so kind and jolly and frequently shared a few jokes with Dad which made his day! Dad said how fabulous the food was and I must admit when I arrived around lunchtime on one particular Sunday, feeling rather peckish I asked Dad if he really, was going to eat all that lunch? ha ha! The health carers worked so hard, ensuring Dad was always comfortable with lovely fresh bedding and clean clothes every day. We were always made so welcome when visiting as were all his friends and grandchildren.

Reply from Jamie Young, Marketing Manager at Heartland Manor

Thank you for your kind words we really appreciate it, the team want to say it was a pleasure looking after your dad, you are always welcome to come into our coffee shop and have a drink and some cake.


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Review from Cynthia S (Resident) published on 19 August 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 2.0 out of 5

Need a person to come in and reorganise Head Nursing and Tablet rota. From day one I have had to rearrange GP appointments and hospital transport and ring the hospital and cancer clinic to see if your GM can give me meds that go with chemo, 3 times when unsuitable when they dealt with it. Had to stop
chemo twice and this is no chemo for over 3 weeks. Communication is bad between all the staff who are often asked to cover positions but it is never done.

Reply from Angela Madden, Interim Home Manager at Heartland Manor

Cynthia is an independent resident who manages all her own medical appointments externally herself, as per her wishes. Any external treatment provided by the NHS is not managed or controlled by the home. All staff are fully trained in the roles they undertake, and all staff will offer support to residents to meet their care needs and choices.
After discussion with our resident, our offers of support have been agreed to allow her to be supported whilst maintaining her independence.


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Review from julie B (Daughter of Resident) published on 6 July 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Mum moved to Forest Oaks in Sept 2020, after a short stay at a previous care home. With all the restrictions in place, we were apprehensive, however from the first phone call with the Manager, we knew mum would be in safe hands. We weren't able to set up her room, so dropped off everything and had to
trust it would all be sorted when she arrived, we didn't need to worry at all, her room was exactly how she wanted it. Throughout the pandemic, the team did everything they could to keep us connected and actively encouraged visits, and looked for ways to make this happen in line with the rules. Sadly mum was receiving end of life palliative care but was mentally totally with it. The staff treated her with dignity, kindness, and love and we felt very reassured that she was well looked after. Sadly mum passed away in April, at Forest Oaks, but right to the very end and beyond nothing was too much trouble. I would recommend Forest Oaks without a doubt.

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Review from Mark S (Son of Resident) published on 11 June 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My Father was taken in to Forest Oaks for end of life care. The staff and management went above and beyond to care for my father during his stay. Myself and my father were both treated with the utmost dignity, respect and professionalism at all times. All the staff were friendly and caring towards my
father during his stay, making him comfortable and pain free at all times. I can't thank them all enough for the help and support they gave to my father and myself during his 3 week stay. Thoroughly recommend.

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Review from Charles F (Husband of Resident) published on 6 May 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My wife, who suffers from MSA (multiple system atrophy) went to Forest Oaks following a fall which broke her leg. From hospital she spent some nine weeks recovering and now she is coming home. The staff of Forest Oaks were lovely, kind, patient and made her stay as pleasant as possible. The manager
and admin staff were most welcoming and very helpful and a pleasure to deal with. The home laid on various social activities most days to entertain the residents, which helped to cope with the Covid virus lock-down.
The security was extremely tight during the Covid virus lockdown and, as of writing, there were no infections in the home.
If I need a care home to go to in the future, that's where I will go.

Reply from Elaine Croal, Home Manager at Heartland Manor

Thank you so much for your kind words. Although we are going through tough times, we are all well and looking forward to the future.


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Review from D K (Son of Resident) published on 9 April 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

We selected this care home after we had evaluated nearly a dozen alternatives. Forest Oaks was primarily selected for two reasons; we were impressed with the manager, and also the extremely pleasant ambience of the care home environment itself.

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Review from R H (Friend of Resident) published on 13 March 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I have been visiting Forest Oaks for 3 years. On average 6 days a month. I have not once had to make a complaint. All of the staff have been very caring and helpful at all times. The home is spotlessly clean, well kept and very comfortable. I would highly recommend it.

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Review from S L (Resident) published on 28 February 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Two of my close friends have been residents at Forest Oaks. They both told me how happy and well cared for they felt. I was having a total hip replacement but was to be discharged from the hospital three days after the operation. As I live alone and have recently celebrated my 90th birthday, I decided
to request a fixed price recuperation package. This worked perfectly - I think the staff also enjoyed somebody getting better, I am now home.

Reply from Elaine Croal, Administrator at Heartland Manor

It was our pleasure to support your recovery. Please let us know if you need our support in the future.


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Review from Joanne T (Daughter of Resident) published on 27 February 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Forest Oaks is a homely place with friendly and responsive staff. I feel that my Mum is safe and well cared for and that her individual needs and likes/preferences are catered to. Nothing is too much trouble and staff are sympathetic to relatives anxieties and wishes for their loved ones.

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Review from I C (Nephew of Resident) published on 6 January 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My uncle was treated with dignity and care throughout his short stay. We could not have asked for more. The nurse was so compassionate and professional which made this difficult time for us much more bearable. Everyone was fantastic.

Reply from Elaine Croal, Home Manager at Heartland Manor

Thank you so much for your kind words. It was a privilege looking after your Uncle and supporting your family. Thank you again.


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Review from Rohan P (Son of Resident) published on 17 December 2019
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother has been a resident of Forest Oaks since 2011. As a result of a brain haemorrhage, she has significant and complex health and care needs. We could not be happier with the standard of care she receives at Forest Oaks. Moreover, care is delivered with genuine warmth and affection. Whilst none
of our family lives close-by we can take comfort that our mother is in the best environment and extremely well looked after.

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Review from Gordon K (Son of Resident) published on 25 November 2019
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

A very good standard of care - reflecting the fact that the home is run by a registered charity, the Wilverley Association. It is manifested in the attitudes of the staff, who were unfailingly kind and helpful during my mother's final months.

Reply from Elaine Croal, Home Manager at Heartland Manor

Thank you so much for your kind words. Looking after your Mum was an honour.


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Current Review Score: 9.4 (9.395)

Overview of Review Score

The Review Score of 9.4 (9.395) out of 10 for Heartland Manor is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.7 out of 5 from 9 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 4.7 out of 5 from 8 positive Reviews in the last 24 months.

Detailed Breakdown of Review Score

The maximum Review Score for a Care Home is 10, which is made up from the Average Rating of Reviews (maximum of 5 points) and the Number of Reviews (maximum of 5 points) in the last 24 months:

  • a) 5 Points are available for the Average Rating from all Reviews in the last 24 months.

    The Average Rating of 4.725 for Heartland Manor is calculated as follows: ( (81 Excellents x 5) + (14 Goods x 4) + (7 Satisfactorys x 3) ) ÷ 102 Ratings = 4.725

  • b) 5 Points are available for the number of Positive Reviews in the last 24 months. A Positive Review is defined as any Review with an 'Overall Experience' of '4' or '5' (out of a max rating '5').

    The 4.67 Points relating to the number of positive Reviews for Heartland Manor is based on 8 positive Reviews in the last 24 months and is calculated as per below:

    The 5 points available are broken down as follows:

    • i) 4 points are available for the first 10 Positive Reviews in the last 24 months; 3 points for the first Positive Review, and then 0.125 Points for each of the next four Positive Reviews and then 0.1 Points for the next five Positive Reviews. (1st = 3.000, 2nd = 0.125, 3rd = 0.125, 4th = 0.125, 5th = 0.125, 6th = 0.100, 7th = 0.100, 8th = 0.100, 9th = 0.100, 10th = 0.100) 3 + 0.125 + 0.125 + 0.125 + 0.125 + 0.1 + 0.1 + 0.1 = 3.8

    • ii) 1 point is available for the number of Positive Reviews reaching 20% of the registered maximum number of service users in the last 24 months. If this number is partially reached, then that proportion of 1 point is given. eg a Care Home registered for a maximum of 50 service users has to reach 10 Positive Reviews to receive 1 point, if it has 7 reviews it will receive 0.7 points. 20% of the 46 registered maximum number of service users is 9.2. 8 Positive Reviews ÷ 9.2 = 0.87

  • When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.

  • If a Care Home does not have a review in the last 24 months, then it will not have a Review Score.

Performance

Care Quality Commission (CQC) Rating

Date: 16 Jun 2022

Overall
Good

  • Caring

    Good

  • Effective

    Good

  • Responsive

    Good

  • Safe

    Good

  • Well-led

    Good

Care Quality Commission is responsible for the registration and inspection of social care services in England.

View Latest Report

Bed Vacancies

Please Contact Us for Latest Vacancies

Awards / Recognitions (0)

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Meet the Team (3)

No image found

Juliet Orman

Job Title: Home Manager

Joined: 2019

Juliet our Home Manager has been with the organisation for many years and manages our home at Forest Oaks.


Juliet and her team pride themselves on delivering quality care to all our residents, meeting their care needs on a daily basis.


Sue

Sue Winter

Job Title: Deputy Home Manager

Joined: 2005

Sue has been with the Association for 18 years in a variety of different roles. Her experience and knowledge in the sector fit perfectly with her new role as Deputy Home Manager supporting our home team.


No image found

Katie Biddlecombe

Job Title: Operations Manager - Care

Joined: 2005

Katie has worked for the charity for 18 years in a variety of management roles.


Frequently Asked Questions about Heartland Manor

What types of Care is Heartland Manor registered for?

Older Person Care, Dementia, Respite Care, Learning Disability, Sensory Impairment & No Medical Intervention are the registered (by the Care Quality Commission) categories of Care.

What additional types of Care does Heartland Manor provide?

Convalescent Care, Own GP if required & End of Life Care are other types of care provided.

How many Rooms does Heartland Manor have?

There are 46 Single Rooms.

What are the Facilities & Services at Heartland Manor?

Own Furniture if required, Smoking not permitted, Close to Local shops, Near Public Transport, Minibus or other transport, Lift, Wheelchair Access, Ground Floor Accommodation only, Gardens, Bar/Café, Residents Kitchenette, Phone Point in own room, Television point in own room & Residents Internet Access are some of the Facilities & Services.

How far is Heartland Manor to the centre of Brockenhurst?

0.4 mile(s) as the crow flies, distance by road may be significantly further.