Emerald Training and People Development

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Emerald Training and People Development Offering flexible learning and development solutions for Adult Social Care, Hospitality, Catering and across sectors.

One down, four to go! 😊The first of five Reablement training sessions delivered this week, and I was more than pleased w...
04/09/2026

One down, four to go! 😊

The first of five Reablement training sessions delivered this week, and I was more than pleased with the feedback.

When asked what they liked most about the training, learners highlighted the interactive approach, engagement, course content and clear explanations, with comments including:

💬 “Informative, clear explanation and very interactive.”
💬 “Interactive, interesting.”

Apparently, I'm not too bad either with 7 out of 8 learners rating approachability, involvement in discussions and activities, responding positively to questions and checking understanding as Excellent.

And an overall course rating of 4.71 out of 5.

Reablement is so much more than simply providing care. It is about supporting people to regain skills, confidence and independence, and making sure teams understand how their everyday practice contributes to that.

If you're looking at Reablement training for your team, I'd be very happy to have a chat.

Something good has to come from something dreadful. Right?Last week brought an end to a six-and-a-half-year fight for so...
24/08/2026

Something good has to come from something dreadful. Right?

Last week brought an end to a six-and-a-half-year fight for some justice for my mum, Tina.
I thought I would feel elated.

I don't.

The settlement arrived and, instead of wanting to dance in the streets, I've found myself feeling incredibly sad and more than a little tearful.

Mum died in October 2020. Thankfully, she spent the last months of her life in a nursing home where she received wonderful care and, something that remains incredibly important to me, she had a good death.

But that wasn't the experience that came before it.

I had worked in learning and development and social care for years. When Mum needed nursing care, I put my trust in the people looking after her as did my sister Caroline.

I assumed care plans were being followed. I assumed people had been properly trained. I assumed that when I asked questions, I was being given honest answers.

I was duped.

There were some lovely carers. There were also people who tried to speak up when things weren't right. And that is something I don't ever want to forget.

My sister and I began pursuing the case in March 2020. It continued for more than six years.

Our first court hearing was scheduled for 8 July this year.

The case settled on 7 July.

And last week, it was finally over.

So why am I writing about something so personal on LinkedIn?

Because it is part of the reason Emerald Training and People Development Services exists.
What happened to Mum could have made me turn my back on social care.

Instead, I decided that while I can't change an entire sector, perhaps I can make a difference service by service.

If I can help one care worker or support worker recognise that something isn't right and have the confidence to speak up, that matters.

If I can help one manager understand why good training, good records, professional curiosity and listening to their staff really matter, that matters too.

Because poor practice doesn't only harm the person receiving care. It can damage good carers, good managers and the reputation of an entire service.

Most people working in care are good people doing an incredibly important job.
I want them to have the knowledge and confidence to say:

“This isn't right.”

And to be brave enough to do something about it.

So no, I haven't been celebrating in quite the way I thought I would, because there is still a bit of me that feels they got away with it.

But maybe something good did come from something dreadful after all.

Emerald is part of Mum's legacy.

And I think she'd be rather proud of that. 💚

Dynamic Inclusivity – Disabilities  Inclusive customer service isn’t just good practice. 💚  On 5 August, the Equality an...
20/08/2026

Dynamic Inclusivity – Disabilities



Inclusive customer service isn’t just good practice. 💚



On 5 August, the Equality and Human Rights Commission (EHRC) new statutory Services Code of Practice came into force, reinforcing an important point for customer-facing organisations.



Under the Equality Act 2010, the duty to make reasonable adjustments for disabled people is anticipatory.



In simple terms, businesses should be thinking about potential barriers before a disabled customer encounters them, rather than waiting for someone to struggle or complain.



And those barriers aren’t always physical.



They can be about communication, understanding, assumptions, processes or simply how confident employees feel when supporting someone with a disability.

That’s exactly where Dynamic Inclusivity – Disabilities comes in.

It helps customer-facing teams understand disability, recognise potential barriers and provide genuinely inclusive customer service with confidence.

Good customer service must be good customer service for everyone. 💚

Emerald Training and People Development

www.emeraldtpds.co.uk [email protected]

30/07/2026

🚨 Has the DoLS 'Acid Test' really gone?

Yes... but it's not quite as simple as the headlines suggest.

The recent Supreme Court judgment has changed the legal approach to deciding whether a deprivation of liberty has taken place. Instead of relying solely on the familiar two-question "Acid Test", professionals must now consider the person's whole situation using a broader, multifactorial assessment.

In this short video, I explain:
✅ What has changed
✅ What it means in practice
✅ Why some people who previously required a DoLS may no longer do so
✅ Why others still will

For simplicity I've focused on care homes and hospitals, but DoLS can also apply in other settings, including, in very rare cases, a person's own home.

One of the most important messages is this: don't make assumptions.

The judgment changes the legal framework, but Local Authorities may implement and interpret the practical implications slightly differently as new guidance, policies and procedures develop. ALWAYS follow your own Local Authority's processes and seek advice where you're unsure.

The examples in this video are designed to help explain the principles and should not be used as a substitute for local guidance or legal advice.

I'd love to hear your thoughts. How is your Local Authority responding to these changes?

For Emerald Training and People Development Services, designing workshops isn't an "abracadabra" process.It usually look...
11/07/2026

For Emerald Training and People Development Services, designing workshops isn't an "abracadabra" process.

It usually looks something like this...
👉 The idea!
👉 Pull up previous presentations from my archive.
👉 Research the latest legislation, guidance and best practice.
👉 Identify the learning outcomes.
👉 Decide what learners genuinely need to know (and what they don't).
👉 Structure the workshop into a logical learning journey.
👉 Decide where discussions, activities and practical exercises belong.
👉 Design realistic scenarios and case studies.
👉 Create quizzes and knowledge checks.
👉 Develop the PowerPoint.
👉 Source or create images, diagrams and graphics.
👉 Create handouts, checklists and supporting resources.
👉 Write the learner workbook.
👉 Edit the trainer notes.
👉 Check accessibility (fonts, colours, readability and inclusive language).
👉 Fact-check every statistic, law and reference.
👉 Edit...
👉 Read it again.
👉 Decide that Slide 14 now belongs on Slide 42.
👉 Rewrite half the workbook.
👉 Wonder whether Activity 3 should come before Activity 2.
👉 Change the images.
👉 Change them back.
👉 Remove anything that doesn't genuinely add value.
👉 Read the whole thing aloud.
👉 Sleep on it.
👉 Wake up with three new ideas.
👉 Edit...again.
👉 Finally decide it's ready.

Do I still spot things I'd like to improve after the first delivery?

Absolutely I do!

That's because great workshops are never truly finished. They evolve with legislation, learner feedback and experience.

How do I know when it really is ready to put out there?

When I'm on the edge of madness. 😄

If you would like to know more about out how Emerald Training and People Development Services can help with your training needs, please get in touch for a chat.

A Quick Catch-Up from Emerald Training and People Development ServicesThe last couple of months have been a little quiet...
09/06/2026

A Quick Catch-Up from Emerald Training and People Development Services

The last couple of months have been a little quieter on social media, but certainly not behind the scenes.

Alongside delivering training (and squeezing in a short holiday!), I've been busy developing new learning resources, reviewing existing programmes and exploring new ways to support both professionals and family carers.

Some of the projects I've been working on include:
✅ Revamping Brain Injury Awareness (ABI)
✅ Creating practical ABI takeaway resources and toolkits
✅ Disability Inclusion and Inclusive Customer Service materials
✅ Customer Service and Service-to-Sale resources
✅ Reablement training content
✅ Falls Awareness information for family carers
✅ Early planning for a community learning and support programme for
family carers

One area I'm particularly proud of is the development of practical ABI and disability resources designed to provide straightforward guidance that people can refer back to after training. They will be pocket sized for quick referencing.

I've also been exploring the idea of community-based learning sessions for family carers. Professional carers often receive training and ongoing development opportunities, but family carers frequently find themselves learning as they go whilst supporting a loved one through significant life changes. It's an area I'm passionate about and one I'd like to develop further.

As always, much of the work happens behind the scenes – researching, writing, testing ideas and refining resources before they ever reach a training room.

I'll share a few examples in the carousel below.
What topics would you like to see more of over the coming months?

Below is the next story of our Stroke journey with a picture of Mum and Dad and how I like to remember them. But I do wa...
22/05/2026

Below is the next story of our Stroke journey with a picture of Mum and Dad and how I like to remember them.

But I do want to say before you read on, that should you or your loved one's have a stroke, get in touch with the
At the beginning, they were an absolute lifeline for information and grounding. They were fantastic.

I had one particular lady from the association who just phoned up out of the blue to see how I was and her timings couldn't have been better as they always came when I was at my lowest-how did she know?

People often think the hardest part of a stroke is the night it happens but it is fair to say, for us, that was only the beginning.
Once the emergency settles, a whole new life starts:
Hospitals.
Meetings.
Forms.
Capacity assessments.
Trying to understand all those acronyms!!!
Going through hoops to get funding and then having it taken away again.
Having to sell Mum's property to pay for care. We had the buyer from hell for that one. Even his own solicitor was exasperated..

And whilst all this is happening, you are still trying to be somebody’s daughter.
The role reversal was not something I consciously thought about at the time, I just got on with what needed to be done. But at the back of my mind I kept thinking, “Will Dad be pleased with us?”

My father worshipped the ground Mum walked on, so although he had already passed away, he was still there in the back of my mind because I didn’t want to let him down.

Overnight, me and my sister found ourselves making decisions we never imagined having to make and it soon became clear our relationship as siblings was going to become a bit of a rollercoaster ride because we think very differently to one another.

I also learned very quickly that families do not always cope the same way in a crisis.
People grieve differently.
Problem solve differently.
Communicate differently.
And underneath it all sits guilt.

Guilt when residential care becomes the safest option despite promises you once made.
And then, when one of those homes later lets your loved one down in the most catastrophic way imaginable, the guilt grows even heavier.

Six years after making a complaint via solicitors, they still have not properly accounted for their actions.

But that is another story for another day.

Stroke affects far more than mobility.

It changes identities, relationships, family dynamics and futures.
And nearly ten years later, there are still parts of that journey that stay with me.

I still don’t think I have properly grieved or said goodbye to my Mum.

However, I am proud that my own experiences has not pulled me down or made me bitter/resentful but instead, it made me resolute to help Carers and Care services to be the best they can be.

Tuesday 7th June 2016 my life changed in a flash.A flash called a stroke.Except neither me nor my sister had the stroke....
21/05/2026

Tuesday 7th June 2016 my life changed in a flash.
A flash called a stroke.
Except neither me nor my sister had the stroke.
It was my Mum. The picture you see is her scan from that night.
My sister lived in High Wycombe, I lived in Hungerford and Mum lived alone in Folkestone, Kent.
At about 8pm I tried to contact Mum but couldn’t get hold of her. I remember feeling puzzled because I had been with her over the weekend and she hadn’t mentioned going out.
I phoned my sister.
My sister phoned a neighbour of mum's.
To cut a long story short, the neighbour looked through the window and saw Mum on the floor.
Cue the front door being broken down.
Ironically, Mum had spare keys in a key safe, but she had locked the door from the inside and left the keys in the lock.
The ambulance took her away and I jumped in the car.
I swear it was like something out of a film.
The rain was relentless.
Motorways flooding.
Thunder, lightning, traffic everywhere. Honestly, who goes out at that time of night?
Then the phone calls from the hospital started.
“Mum has had a massive stroke.”
“Can we give certain medication?”
I genuinely felt like I was never going to get there.
But I did.
I abandoned the car outside A&E and ran in.
And from there, the news just got worse and worse.
Mum ended up doubly incontinent, PEG fed, paralysed down one side and partially on the other.
But the cruellest thing of all was that she lost much of her speech.
My Mum was a brilliant storyteller.
She also lost much of her ability to make decisions and recollect things properly. From then on, everything had to be done for her, arranged for her and pre-empted for her.
From that first night onwards, our lives completely changed.
The one thing me and my sister both agreed on?
We wished we had found the courage to have the Power of Attorney conversation when we had the chance.
We nearly did a few weeks earlier.
But we were having such a lovely weekend with Mum that we chickened out.
That decision later meant going through the courts for deputyship during one of the most stressful periods of our lives.
So if anybody takes anything from this post during Stroke Awareness Month, let it be this:
Have the difficult conversations.
Please do not wait.
And please do not make your loved ones promise they will “never put you in a home.”
I promised my Mum I never would.
The guilt I later felt when residential care became the only safe option was overwhelming.
These days, if my sons start making those promises to me, I stop them mid-sentence.
Although one of them did reassure me not to worry because apparently I’ll be living in his East Wing.

Dynamic Inclusivity™ – Pilot Organisations WantedI’m currently looking for 3 customer-facing organisations to take part ...
19/05/2026

Dynamic Inclusivity™ – Pilot Organisations Wanted

I’m currently looking for 3 customer-facing organisations to take part in the pilot launch of my new workshop:
Dynamic Inclusivity™
Disability Inclusion in Practice

This is a practical, half day, discussion-based workshop designed to help customer-facing teams feel more confident, comfortable and capable when supporting customers with disabilities and impairments in everyday situations.

Unlike traditional “awareness” sessions, this workshop focuses on real interactions, real environments and real communication.

✅ The course explores:
✅ The Social Model of Disability
✅ The Affirmation Model of Disability
✅ How barriers can unintentionally disable people
✅ Everyday customer interactions and adjustments
✅ Building confidence without awkwardness or assumptions
✅ Hidden disabilities and visible disabilities
✅ Practical service behaviours that help people feel welcome, respected
and included

The workshop is closely linked to customer experience and service culture rather than simply policy or legislation.

I’m looking for organisations willing to release between 6–12 employees to attend a pilot session in exchange for:
- A heavily reduced pilot fee of £200
- Honest feedback and evaluation
- Permission to mention your organisation on social media as a pilot partner
- Reviews

In return, you’ll receive:
✅ A fully delivered half day interactive workshop
✅ Supporting resources
✅ The opportunity to help shape a fresh approach to inclusive customer
service training

This would particularly suit:
Hospitality | Retail | Leisure | Tourism | Visitor Attractions | Public-facing services

If your organisation may be interested, feel free to message me directly or via my other contact details below.
[email protected] | 07706 075 266 | www.emeraldtpds.co.uk

Inclusion is one of those things people can over-complicate.When in reality, it’s often much simpler than we think.Somet...
20/04/2026

Inclusion is one of those things people can over-complicate.

When in reality, it’s often much simpler than we think.

Sometimes, in the moment, we feel caught between a rock and a hard place.
We want to help… but we’re not quite sure how.

So we jump in.
Or we over-help.
Or we focus on something else, elsewhere.

And then that starts to feel a bit awkward… for everyone.

What we can’t do is change someone’s disability, and often the practical adjustments are already there.
What makes the difference is our behaviour and how we respond.

That’s exactly why I’ve created Dynamic Inclusivity: Disability Inclusion

This is a practical, scenario-based session for anyone who works with people, delivered simply.

We explore real situations and build the confidence to handle them well.
Because it comes back to two simple questions that apply to every customer (and anyone you cross paths with):

❓ What does this person need from me?
❓ How can I help?

If you work with customers or clients, face to face or over the phone, in community settings, visitor venues… this is for you.

📩 Drop me a message if you’d like to know more

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