The Depperhaugh

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 79 (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 placed people at the centre of care, responding collaboratively to changes in need. Staff built strong relationships and understood individuals’ histories,preferences and needs, enabling personalised care. Effective communication ensured support was adapted promptly.

People were supported to make choices about their daily lives, including activities, food and where to spend time. Care was coordinated effectively. One relative said, “In particular, a special mention for [activities staff] who actively engages with [family member] in their love of dancing and music, which is communicated to the family via direct contact and social media.”

There was a strong focus on inclusive activities, with opportunities adapted for all. One staff member said, “There are many activities for [people] to enjoy and take part in if they wish. For those who do not wish to socialise or cannot leave their bedside, I have known activities being taken to them… Everyone is asked in the morning and informed of the activities with an activity planner hung up in every room.”

The environment supported well-being, with outdoor spaces used in activities. One staff member said, “Our gardening team… bring in flowers… and offer potting for [people] interested in gardening.”

Staff promoted independence and choice. A staff member explained, “We offer a person centred approach… evening drink / snack choices… what time a [person] prefers to go to bed… encourage independence… choice of clothing… or relax to the radio before bed.”

Staff respected the service as people’s home. One staff member said, “We are in [people’s] home so try to treat the environment in that respect.”

Activities were varied and responsive according to people’s preferences. One staff member said, “You will find an activities calendar… They do change if [people’s] needs change… We offer trips out… river boat trips… pub lunches… shopping trips and many more.”Community involvement was also encouraged. One staff member said, “Our home offers coffee mornings… encourages the local community… many successful summer galas… enjoyed with friends and family.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

Staff worked closely with GPs, district nurses, social workers and specialist services to ensure people received timely reviews and interventions. Visiting professionals spoke positively about the care they witnessed at The Depperhaugh. One professional said, “I have found the staff to all be considerate, respectful and very kind. The nursing staff and [registered] manager seem to know the [people] well, as evidenced by the fact they are able to ask most questions about any of them confidently without having to go and look up the information.” Another professional commented, “We find them to be excellent.[People] are well cared for and communication both ways is strong. I have a direct contact with the [registered] manager, should I require it but in truth, we are not required to communicate much as staff on both sides are excellent. We had a reason to communicate recently and I found [registered manager] clear and concise and helpful.”

Relatives shared that staff regularly communicated any changes in people’s health and actively included them in decisions around care and treatment, helping them feel both informed and supported throughout.

Staff were effective at developing appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Where required, people had access to communications aids such as pictures and easy read documents. People and their relatives told us communication was generally good. One relative told us, “[Registered manager] is very good, either by email or phone. Response is quick and thorough.”

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people and their relatives in decisions about their care and told them what had changed as a result.

People and relatives told us if they had a complaint, they would raise it with the registered manager and felt sure it would be dealt with quickly and appropriately. A relative told us, “We haven’t needed to raise any complaint.” Another relative said, “[Registered manager] is so communicative.” This demonstrated that people and their relatives had confidence in the management team and felt assured that any concerns would be listened to and acted upon without delay.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People and their relatives told us, and documents demonstrated, people had access to appropriate healthcare when required. This showed that people’s health needs were recognised and responded to in a timely way, helping to keep them safe and maintain their overall well-being.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Staff treated people as individuals and adjusted care and support to meet individuals’ needs and preferences. Staff undertook Equality and Diversity training and applied this learning to their role. Many staff gave us examples of how people’s outcomes had been improved since living at The Depperhaugh.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

Staff explained how they proactively anticipated changes in people’s health and collaborated with external services to plan the right support. End-of-life care was managed with sensitivity, ensuring both practical assistance and emotional support was provided to families.

Staff received training in end-of-life care and were skilled at supporting people to ensure they received high-quality end-of-life care. One staff member told us, ”We care for [people] as individuals and like family. End of life care is good because we are losing part of our family not a patient or resident.” Another staff member told us, “End-of-life care is provided with compassion, with staff building close relationships with [people] and their families, offering comfort, support, and dignity during difficult times. Staff support each other, working as a team, with good training opportunities and strong leadership. Overall, [people] are cared for as individuals and treated like part of a family.”