Step One: Scope and Preparation

• We agree which services are in scope and what matters most to you.

• We review existing incidents, plans, and reviews so we build on what you already know.

• We identify key times and people to focus on, so on-site time is spent where it matters.

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Step two: In-Service Work

• We work alongside your team as supportive outsiders — not as inspectors or coroners.

• We observe real shifts at high-risk moments (e.g., mealtimes, medications, personal care, evenings).

• We have short, informal conversations with staff about how things really work and what concerns them.

• Any urgent concerns are raised with the manager on the same day, with agreed immediate actions.

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Reporting and Feedback

• No surprises: verbal feedback first, followed by short written summaries for each service.

• One portfolio view pulling patterns together across all services in scope.

• Clear group-level themes and recommendations on policy, practice, governance, and training priorities.