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 21-25
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

  • 20
  • 3
  • 1
  • 1
  • 0

Date Published

25
1
2
9
16

Review from Susan M (Daughter of Resident) published on 9 August 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Mum was in Forest Oaks for only two weeks, but from the beginning when we were looking for a placement the whole process from start - admission was handled extremely efficiently. Some of the staff going beyond the call of duty to ensure Mum's, and the families needs were dealt with promptly. As in any
care environment things were not perfect, but I would not hesitate recommending Forest Oaks to anyone looking for a care home in the future.

Reply from Lorna Wills, Administrator at Heartland Manor

Thank you for your kind comments. It was an absolute pleasure to care for your lovely Mum and meet your family. Thank you again.


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Review from Steve P (Son of Resident) published on 16 May 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

We have received nothing but help and support since mother went into Forest Oaks. A wonderful friendly home with lots of activities and great food.

Reply from Elaine Croal, Registered Manager at Heartland Manor

Thank you so much for your kind words Steve. Your mother is a lovely lady who brings light and laughter into all our lives. Your comments will be passed on to the whole team as I know they will be delighted. Thank you again.


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Review from Sue M (Daughter of Resident) published on 21 December 2017
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

My Dad recently received end of life care at Forest Oaks and from the moment I first visited to look around I was met with warmth and kindness and knew it was the right place for Dad. The respect shown to Dad and our family allowed him to end his days with dignity and allowed us to spend precious time
with him. The staff are all, without exception, such caring, dedicated people. We were involved in all decisions regarding his care and any concerns about Dad were dealt with quickly and sensitively. The residents of Forest Oaks are fortunate to be blessed with such a lovely team of people and words cannot express our thanks enough.

Reply from Michelle Presdee, Home Manager at Heartland Manor

Thank you for your kind words. It was a pleasure to look after your Dad, who was always smiling. Your family daily visits were also always a pleasure and you all became part of the home.


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Review from D C (Son of Resident) published on 26 October 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

After transferring from a local NHS hospital my father received three months end of life care at Forest Oaks. From the moment the team came to meet my father in the hospital until the moment he peacefully passed away, all the staff showed my father great care and compassion. The fact that a significant
number of the carers have worked at the home for many many years is a testament to the way the care/nursing home is managed. As a family, there was never a problem in accessing any member of staff within the organisation, whether that was to ask questions or make recommendations. Any concerns we had, no matter how large or small were always listened to without question and acted upon without delay. My father was treated with the utmost dignity during his time at Forest Oaks which was very important to us as a family. Whilst the building itself and some rooms are looking a little dated, great work continues to be done to address that. Much much more important however was the level of care that provided to my father and the support to the family which was never compromised. As a result, I would have no hesitation in recommending Forest Oaks to other families in similar circumstances to our own.

Reply from Michelle Presdee, Home Manager at Heartland Manor

Thank you, it is a real privilege to be able to provide care and support to such a lovely family.


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Review from Rosemary E-J (Daughter of Resident) published on 25 May 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother has been a resident at Forest Oaks for just over a year. She is very happy and contented there and finds the staff very friendly and caring. She joins in most of the activities but her favourite is yoga. It is very comforting to me that she is safe and happy especially as there is a nurse
24/7. I know mum will be immediately attended to as she has fallen a few times. The staff also "go the extra mile" for example, for our daughter's wedding in November one carer styled her hair and another painted her nails, as well as making sure her clothes looked smart for the day. On mothering Sunday the same happened, when I arrived for lunch in the home, she looked really nice.

Reply from Lisa Dillane, CEO at Heartland Manor

Thank you so much for your kind words in respect of Forest Oaks and our care/nursing team. It is always our aim to go the extra mile for our residents and to put people at the centre of everything that we do. We understand how important it is to make our residents feel special whenever we can and we are delighted that you have taken the time to record your thoughts.


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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.

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Bed Vacancies

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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.