Richardson Care has been a member of CPI (The Crisis Prevention Institute) for over 27 years, when our founder, Brian Richardson, was looking for a suitable staff training programme. He wanted something that embodied the ethos of the company: ensuring that every interaction prioritises the safety, dignity and autonomy of the individuals we support. This was unusual at the time, and the start of an enduring partnership.

What is CPI?

CPI is an organisation that teaches professionals the skills to identify, prevent and de-escalate crises in the workplace.

CPI trains individuals in safety intervention, as well as certifying them to train other members of staff, therefore empowering organisations to equip their staff with the right skills.

Its philosophy of changing behaviours and reducing conflict for the care, welfare, safety and security of everyone, aligns completely with our values at Richardson Care.

Importance of Language in Workplace Culture

The language used within an organisation plays a key role in the workplace culture and the delivery of quality care. Small changes, for example, from: “What’s wrong with you?” to “What’s happened to you?” demonstrate better empathy and professional relationships.

Language also directly influences understanding, trust and co-operation. Clear and respectful language that is appropriate for the individual helps reduce anxiety, prevent escalation and support individuals to feel heard and valued. This is particularly important when they have cognitive, communication or emotional challenges. In addition, using simple, consistent wording and avoiding jargon is essential to assist in understanding and to maintain safety.

Prevention and De-escalation

The primary focus of safety intervention is the prevention and de-escalation of crisis situations. The training embeds the core concept that an individual’s crisis is often a predictable event with observable stages – from initial anxiety to defensive behaviour. Staff are empowered to understand individuals, recognising their signs of anxiety, and to respond early with supportive and directive verbal techniques.

Recognising that certain behaviours stem from unmet needs and/or past traumatic experiences can enable staff to better support the individual.

We can often successfully de-escalate a situation using verbal cues, supportive body language and environmental management, therefore preserving the individual’s sense of control and self-worth. Every successful non-physical intervention validates the person’s right to self-determination. It affirms our commitment to their dignity. On the other hand, unnecessary or excessive intervention shatters trust, erodes privacy and diminishes choice. By consistently adopting CPI’s framework, we ensure that our procedures align with its and our values. We demonstrate to service users, their families and the regulators that their welfare is paramount.

The Point of Last Resort

The principle of the point of last resort mandates that restrictive intervention is never an initial option; it is only used when there is an imminent and immediate risk of harm and all less intrusive methods have failed. Hand-in-hand with this is the least-restrictive intervention principle. CPI’s physical techniques are taught within a highly-regulated structure, ensuring that if intervention becomes necessary, the method chosen is the minimum required to safely manage the crisis and restore safety.

This philosophy directly impacts the daily experience of our service users. By actively minimising restrictive practices, we are consistently reinforcing service users’ respect, choice, dignity, privacy and self-determination.

On-going Investment in Safety Intervention

Our 27-year partnership with CPI is an ongoing investment in our ethical duty. It is a constant reminder that our goal is not simply compliance, but compassionate person-centred care. By placing the least restrictive intervention and the point of last resort at the heart of our practice, we ensure that every action we take supports our service users in living their lives with maximum possible independence, safety and respect.

We were pleased to invite Michelle Dewsall, Acting Global Professional Manager at CPI, to our company conference in November. She very much enjoyed being part of it, saying:

“Through the conversations I had, the presentations I attended, and the observable interactions between staff, I could see, hear, and feel the depth of thought, care, hard work, and dedication your organisation has in providing the best possible care for the vulnerable people resident in your community.

“It was clear that there is a culture in which innovation and ideas are welcomed, and outstanding practice is seen as an ongoing journey.”