How values‑led training, skilled de‑escalation and reflective practice helped to shape Navigo’s Outstanding CQC success

Navigo’s older people inpatient services have again been rated outstanding by the Care Quality Commission (CQC). The result that reflects the exceptional skill, compassion and dedication of the staff and leadership across Konar Suite, Janine Smith Suite and the Jane Lewington Suite.

Respect Training is proud to have played a meaningful role in this success. For more than 20 years, Respect was developed within Navigo and shaped by people with lived experience and has helped build the culture, confidence and practice that underpin safe, dignified care. Our approach supports staff to understand needs, recognise triggers early and respond to distress in ways that protect dignity and reduce the need for restrictive practice.

This ethos continues to shape everyday care across Navigo’s older adult wards, supporting prevention, compassion and safe practice.

A values‑led foundation developed with dignity and understanding

Respect Training was originally developed within Navigo and shaped directly by service users and people with lived experience of restraint to equip staff in service user facing roles with the understanding and skills needed when supporting people experiencing distress. The aim was to create a more dignified, respectful experience of care for people who had previously been restrained, and to ensure restraint is only ever used as a true last resort. Over more than two decades, Respect has grown into a nationally recognised programme, sharing person‑centred techniques, best practice and values with organisations across the UK.

• understanding distress
• recognising early triggers
• using proactive and relational approaches
• reducing reliance on restrictive interventions
• supporting people before situations reach crisis point

This approach aligns closely with the CQC’s findings, where inspectors highlighted that staff demonstrated outstanding compassion and kindness, understood people’s individual needs and supported them in ways that helped them feel safe and reassured.

Skilled de‑escalation and very low use of restrictive practice

Inspectors noted that staff were skilled in de‑escalation and supporting people in distress, reflected in very low use of restraint and rapid tranquilisation.

Respect Training emphasis proactive support and early intervention, helping staff feel confident using non‑restrictive approaches. Having all staff trained in Respect Training contributes to calmer environments and safer experiences for the people receiving care.

Reflective practice and learning from incidents

Inspectors found a strong safety culture across the wards, with openness, clear learning from incidents and a focus on keeping people safe.

Respect Training reinforces this through its focus on post‑incident debriefing and reflective practice. Our guidance on post‑incident debriefing and understanding triggers supports teams to:

• review incidents constructively
• identify patterns and unmet needs
• strengthen future care plans
• maintain staff wellbeing after difficult moments

This commitment to continuous learning is a key part of Navigo’s ongoing improvement and safety culture.

Environments that promote privacy, dignity and therapeutic care

Inspectors highlighted that ward environments promoted privacy, dignity and therapeutic care. People were supported to take part in a wide range of activities, including cinema sessions, a beauty parlour, gym access and communal events.

Respect Training helps staff understand how environment, communication and predictability can reduce distress, creating spaces where older adults feel comfortable and reassured.

Leadership that inspires and training that sustains culture

The CQC praised leaders for having the skills, knowledge and experience to perform their roles to a high standard, inspiring their staff and demonstrating an excellent understanding of the services they managed. Leaders also created a culture which drove and improved high‑quality, person‑centred care.

Respect Training complements this leadership by providing consistent training to all staff in all levels of service user facing roles. This helps maintain shared language, shared expectations and shared approaches across teams, supporting the culture that leadership sets and staff bring to life every day.

Navigo Chief Executive, Simon Beeton said, “Respect Training is part of what makes us Navigo. It’s built into how we welcome new colleagues, how we support each other and how we show up for the people in our care.

"The ethos behind Respect helps every staff member understand not just the skills, but the values and behaviours that define us. Seeing that reflected so clearly in our older people inpatient services being rated Outstanding again is something I’m incredibly proud of. It shows what happens when our culture, our compassion and our skills come together in practice.”

Staff, leadership and training working together

Navigo’s Outstanding rating is a testament to the staff who deliver exceptional care every day and the leaders who guide, support and champion them. Respect Training is proud to play a meaningful part in that success — underpinning so many elements of safe, dignified practice, from individualised risk assessments and safety plans to debriefs, therapeutic relationships and early‑intervention approaches. Our training strengthens the culture, confidence and consistency that help teams understand distress, prevent escalation and use biomechanically tested and safe restrictive interventions only as a true last resort.

Together, Navigo and Respect Training create environments where older adults and people living with dementia feel safe, understood and treated with dignity — supported by staff who are equipped with the skills, values and knowledge to deliver person‑centred care at every stage.

Let’s explore how Respect Training can support your service

A quick chat is all it takes to find the training approach that fits your team’s needs.