1. WITNESS TESTIMONY
I have observed Ade communicate with service user’s using their preferred method of communication, and
language.
Where verbal communication may prove difficult, she will adapt the level & pace of communication to suit
the individuals needs & requirements.
She will maintain good eye contact, speak gently, or be assertive, where required, but maintain the utmost
respect for the individual concerned. Her body posture is ‘non-treatening’,vital for our service users. She will
allow them time to answer, listening carefully, showing interest in what they are saying, respecting their
views, and opinions. Ade will also check by repeating what the service user has communicated with her, to
ensure either party has not misunderstood what had been said.
I have observed Ade ‘diffuse’ conflicts between service users, allowing each individual in turn to have a
‘voice’, acknowledging the input from each service user, but ensuring each have their own chance to recount
the events that led up to the conflict, dealing with the issue fairly, being non-judgemental.
Where there might be a need for translation services, specialist equipment Ade would firstly discuss this with
me, and we would seek the necessary support from external health specialists where appropriate.
Ade works closely with the OT, who visits weekly on a Friday, and liaises with him directly regarding the
individual’s plan of care, their needs & requirements, evaluating the effectiveness of activities.
Ade will carry out community meetings weekly with all service users.
At this meeting she will discuss their weekly food & personal shopping requirements, assist them to manage
their budgets, discuss how the service can improve it’s systems & structures, receive any complaints, or
suggestions about how the service could improve generally.
Ade also keyworks a number of service user’s, and will have weekly meetings with them at these meetings
she will discuss.
What recreational needs or interests they might have. What recreational activities they would like to do in-
house, such as sewing, cooking, crafts, computer work, leisure centre visits, local walks, cinema, swimming,
and bowling.
After such a choice has been made Ade will check the plan of care, identify any risks involved, ensure that
there are enough staffing resources for the activity to take place, organise this, and ensure they have financial
resources available.
Ade was recently involved at a review were one service user refused to go on a more healthy diet, as
discussed with their GP,preferring to eat vast quantities of chocolate. Ade went & purchased diet chocolate,
as an alternative, and as part of the action plan agreed with this individual for trying to ‘wean’ him off this
diet.
1

2. Where an identified activity may present risks that cannot otherwise be managed effectively, due to perhaps
behavioural issues, then Ade will find & suggest a more suitable alternative, or discuss with me what other
measures we can put into place to minimise the risk.
Part of Ade’s recent involvement is with the OT, and encouraging the service users to take part in ‘healthy
living’ workshops, cooking with a George Foreman grill, getting the service users to participate.
The menus for this have ranged from continental breakfasts, Full English breakfasts (healthy way), cheeses,
olives, yoghurts – exploring different cultural menus, encouraging & respecting diversity.
When Ade has agreed a plan with the service user se will always see it through no matter what obstacles get
in the way.
Ade regularly takes part in the review process, getting service users to participate, organising who will
attend, preparing the pre-review reports, explaining to service users who will be involved in the process and
why that is so.
I have observed Ade support the service user to evaluate how effective activities have been, what more needs
to be done to achieve this, what obstacles have been identified, or risks.
I have observed Ade support the service user to discuss what benefits they have received from the activity,
what they have learnt, what they enjoyed, and what they did not enjoy.
Ade records these daily or weekly activities within the service user’s plan of care, ensuring that the service
users are aware of what has been recorded.
I have observed Ade carry out all the activities for which she is responsible, notifying me of any changes,
and seeking support when an activity cannot be carried out.
Ade always ensures she records information accurately, also sharing information with only those that have
the authority to receive it; Ade ensures all records are kept in the locked filing cabinet when not in use, to
ensure confidentiality is maintained.
I have observed Ade offer choice, and other alternatives with regard to activities, explaining in an
appropriate manner when an activity cannot be carried out, due to either inappropriate behavioural issues, or
when an emergency event occurred, and the activity could not take place at the time it was agreed.
I have observed that when Ade is subjected to verbal abuse, or aggression she will deal with the situation in a
calm, but firm manner, following the agreed intervention strategies within the service users plan of care, that
have been agreed.
Ade also has demonstrated competence with regard to implementing ‘diffusion’ techniques, recognising
when a service user is anxious, or agitated, quickly diverting that anxiety by responding verbally, offering an
activity, or even just a friendly smile, chat & 1:1,which often prevents ‘in-appropriate behaviours’ from
escalating.
At 40 Thrale Road we specialise in rehabilititation, and we offer a respite service for service users with
mental health problems.
2

3. This can mean that Ade often has to face quite extreme forms of challenging behaviours, both verbal, and
sometimes physical.
When we receive new admissions, often in emergencies individuals are very distressed, and often ‘vent’ their
feeling in-appropriately. I have often observed Ade deal with these behaviours, establishing appropriate
boundaries, informing service users that such behaviours cannot, or would be tolerated.
I have observed Ade inform service users of her role & responsibilities she has for herself ,and for other
service users, she will inform service users of their rights, the ‘house rules’, her professional boundaries, and
what relationships she can form with them, and where that relationship may have to end because of her
organisational, and legal responsibilities.
Where a conflict has taken place, Ade will try to resolve this, or come to me for immediate advice or
support; this includes dealing with conflicts between individuals, which is a frequent occurrence here.
Ade will constantly communicate with service users with regards to their health requirements & needs,
explaining & supporting to them to realise their potential, and to enable them to return to the community,
and live independently with the new skills they have acquired, ensuring that the individuals have support
networks available to them.
I have observed Ade make clear plans with service users, explaining to them the requirements of her role,
responsibilities, time frames, & accountability.
I have observed ade listen carefully, allowing service users to express their personal feelings, ensuring that
she does not discriminate against them, especially where it might conflict with her personal beliefs or values,
remaining professional at all times, respecting the diversity & personal preferences of individuals.
Ade will always conduct these meetings in the privacy of the service user’s bedroom, or private area.
I have frequently observed Ade give feedback, and evaluate behaviours with all professional agencies, both
in person, over the phone, and in writing. This includes the weekly Psychiatry visits from Springfield Trust,
Occupational Therapists, and also behavioural interventional specialists.
I have observed Ade when carrying out her roles & responsibilities ensue H&S is maintained, she will
observe service users for any changes in condition, look for any hazards such as spills, sharp objects, broken
equipment and report her findings immediately. When stocking cupboards with supplies she follows good
manual handling practice. We do not have any service users here that require manual handling, but should
the case arise then adequate training would be given. Ade has received Manaual handling training, the
certificate of which is held in her personal file in my office.
Ade always refers, and adheres to risk assessments, and any behavioural intervention strategies.
With regard to security issues, I have observed Ade check the identity of visitors, ensure the building is kept
secure, report any suspicious looking individuals according to Trust P&P’s,she has involved the local Police
when service users have had behavioural outbursts that have got out of control.
I observed Ade call for help from other colleagues, ask a colleague to alert myself, and inform the Police.
3

4. Ade was trying to calm the service user down using the agreed intervention stratedgies,she asked other staff
to get other service users to a place of safety & security, after the event reassured other service users, assisted
me & other colleagues in completing accurate documentation within confidentiality P&P’s.
When going out with a service user she will inform the nurse in charge where she is going, and what time
she expected back, making note of what the service user is wearing in case of absconding, this is also
recorded daily with each service user.
I have observed Ade ensure that all cupboards containing food,chemicals,equipment,especially knives are
locked away when not in use, due to the health conditions of the service user, she abides with the ‘trusts’
P&P.
I have observed Ade apply standard precautions when having, or being involved with any personal contact
with service users, washing her hands,drying,applying gloves,apron,head protection, especially when
cooking, or preparing food, getting service users to do the same.
I have observed Ade support a service user to change her own continence pads, and dispose of them safely in
the clinical waste sack,Ade will also ensure that linen & towels are put into the appropriate bags for
laundering by external providers, any soiled personal clothing she puts into red biodegradable sacks for
laundering.
During this process Ade will follow standard precautions for handwashing,wearing protective clothing
appropriate to the task. Ade will always wear protective headwear when working in the kitchen with service
users to ensure good hygiene practices with regard to infection control.
4