The Depperhaugh

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

The registered manager and staff team demonstrated an exceptional and embedded culture of kindness, empathy and compassion. People were consistently treated with respect, and their privacy and dignity were upheld at every opportunity. This ethos extended beyond people using the service, with staff demonstrating the same high levels of kindness, professionalism and respect in their interactions with relatives and colleagues. This reflected a highly inclusive, values-driven culture where everyone was treated with consideration and dignity.

Throughout the inspection, we observed exceptionally warm, compassionate and meaningful interactions between staff and people, which were consistently embedded in daily practice. Staff approached their roles with genuine kindness, patience and a strong sense of purpose. They took time to engage with people in ways that were respectful and responsive to individual needs. We observed one staff member responding to a person who was distressed through gentle singing which offered the person comfort. It was evident that compassion was fundamental to the culture of the service.

Leadership strongly reinforced this culture. A staff member told us, “Our [registered] manager goes out of [their] way in every situation they can to ensure [people] and staff feel special, supported and valued. For Mother’s Day this year [registered manager] personally handmade biscuits and purchased bunches of flowers for [people] and staff to take and enjoy. A special menu was made for the day for [people] to enjoy with their families. This is not just a one off, these acts of kindness by [registered manager] are done at every special occasion or holiday such as Easter and Christmas.” This demonstrated a leadership style that consistently modelled compassion, generosity and thoughtfulness. As a result, a culture of kindness was not only promoted but actively lived and sustained, ensuring people and staff felt genuinely valued.

Relatives spoke with warmth and conviction about the exceptional quality of care and the attention given to what mattered most to their loved ones. One relative told us, “Many staff show high levels of concern and caring for [family member] during our visits. [Family member’s] appearance and hair are very important to them and the family, as has been all their life. Staff are well informed and take special care in supporting [family member’s] make-up, hair and nails.” This showed how staff consistently respected and upheld people’s identity, personal history and preferences, ensuring care was meaningful.

Staff demonstrated an unwavering commitment to preserving people’s dignity in all aspects of care. For example, where people shared rooms, staff ensured privacy was maintained through the sensitive use of screening during personal care. At the same time, they actively supported positive relationships, recognising the importance of companionship and emotional connection. One relative told us, “[Family member] has come on a lot since being in a [shared] room with [another person]. I saw that the two were sat next to each other in the lounge sometimes holding each other’s hand.” Another relative said, “They are kind. They have respect for everyone here. The cooking is beautiful. They even have proper tablecloths.” These comments highlighted the consistent attention to detail and the creation of a warm, homely environment where people felt respected, comfortable and valued.

Staff treated people as individuals and ensured that their care, support, and treatment reflected their needs and preferences. They considered each person’s strengths, abilities, aspirations, culture, unique background, and protected characteristics when delivering care.

People received personalised support tailored to them as individuals. Staff took the time to understand each person’s needs, preferences, and choices, using this information to provide care in the way that suited them best. This approach helped people feel comfortable, respected, and supported to have a positive experience.

Staff shared examples of how they adapted care to meet individual needs and preferences. One staff member told us, “As a smaller home, we are like a family, and all staff take time to stop and talk to [people]. Kindness is shown in many ways, such as a smile or holding someone’s hand if they are feeling sad.”

Information about people’s diverse needs and individual preferences was clearly recorded in their care plans, and staff used this information to deliver care that was tailored to each person.

The provider promoted people’s independence, ensuring they understood their rights and had choice and control over their care, treatment, and wellbeing. People were supported to make their own decisions wherever possible. We observed individuals chose how and where to spend their time, moving freely between communal areas and their own rooms throughout the day.

A relative told us, “The staff are caring, well trained, and demonstrate excellent empathy towards [people]. Many staff have developed positive, friendly relationships with [family member] and show a good understanding of their preferences, likes, and dislikes.”

Staff explained how they encouraged independence and choice through the ‘resident of the day’ process, where people were actively supported to be involved in their care and to highlight any changes needed. One staff member told us, “If [people] are unable to do this themselves, we seek support from next of kin or family members. [People] are also offered show plates of food choices to help them make informed decisions visually.”

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.

Staff had a good understanding of people’s individual needs and how to meet them effectively. Care and support was delivered in line with people’s preferences and circumstances, with staff adapting their approach as required. Staff were attentive and responsive to people’s requests for assistance. This contributed to a calm and supportive environment where people’s needs and preferences were recognised and respected. A relative told us, “I would absolutely recommend The Depperhaugh, a home where you will find dignified, person-centred care, an incredibly hardworking team of staff and management who will advocate for your loved one.”

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

The majority of staff told us they felt valued by the registered manager and spoke positively about how they were supported in their roles. One staff member told us, “I do feel valued and supported by my manager, who has an open-door policy. If I need any advice [registered manager] is always happy to help.” Another staff member said, “Not forgetting the staff, [registered manager] recently offered staff to attend a team building evening, where we made resin art works.I feel lucky to be part of this home and hope the home will continue to flourish for many years to come.”