Terri Salt

Towards Outstanding: A Staff Training Resource for Health and Social Care

Training pack

Written by a highly experienced CQC inspector, this training pack presents sessions designed to engage trainees with the idea that exceptional care is both consistent and person-centred, and sustainable improvement only comes from within over time.



This resource is designed to facilitate and support the delivery of training for care services staff. Like other Towards Outstanding titles, it is built on the premise that reflection is a critical tool for driving improvement. Along with the core text Towards Outstanding: A Guide to Excellence in Health and Social Care (to which trainees require personal or shared access) and Towards Outstanding: A Self-Development Reflection Workbook (of which they should own a personal copy), it explains why reflection, assessment and continuous improvement are critical ingredients of exceptional care. With this foundation in place, a series of sessions spanning a wide range of topics allow staff to explore and collaborative plan the best way for their own organisation and team to move forward. Interactive and engaging, the wisdom and practical guidance contained in this resource can set any service on the road to an ‘Outstanding’ rating.


Publisher: Pavilion Publishing and Media Ltd


Publication Date: End of February 2021

Tale of Contents:


About this training pack; Benefits of being a learning organisation; The context; The materials; Learning objectives for the training; Who should deliver the training?; Designing your training; Icebreakers; Choosing groups; Professional Reading Group



  1. First impressions – People
  2. Honesty and Integrity
  3. Empathy as a tool for equality
  4. Diversity and Inclusion in practice
  5. Keeping people safe
  6. Fantastic Fundamentals
  7. Mortality
  8. Data to drive improvements
  9. Consent
  10. Personalising care
  11. The Joy of Caring
  12. Transformation through Teamwork (Day 1)
  13. Transformation through Teamwork (Day 2)


Appendix 1: The people


About the author


TERRI SALT is Inspection Manager for the Care Quality Commission (CQC) – the regulator of all health and social care services in England. Until recently she was Head of Hospital Inspection for North London. As one of the longest serving regulators in the country, Terri is unique in having regulated all types of services (today’s inspectors specialise in only one). She awarded the very first ‘Outstanding’ rating, (for end of life care at Frimley Park Hospital), and she has awarded more ‘Outstanding’ ratings to hospitals than any other member of CQC staff.


Terri trained as a nurse for adults and children, and retains a current professional registration. She earned qualifications in a range of nursing specialisms before leaving clinical practice to start a family. She then moved into lecturing and eventually management, joining the CQC in 2000. She has given keynote talks on the subject of what ‘Outstanding’ looks like.



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