OSDF The First Output: The OSDF Language Guide

Our first output is the new Language Guide. Inspired by VIDA Healthcare’s Vidasaurus, and my work at The Close with our CLOSEtionary, we wanted to create something simple, practical, and impactful.

This guide is designed to help leaders train, support, and empower teams with a printable reference that supports confident, respectful communication -both about those we support, and with each other. It can be used in supervisions, inductions, group training, and everyday practice.

And as OS members -you’re on the nice list -so you get it for free.

Why It Matters

Care plans and recording are central to our work. The language we use -compassionate, clear, respectful -isn’t just semantics. It is evidence of our values, our practice, and our quality.

Supporting people means placing them at the heart of the care they help us design. Using the right language is one of the most meaningful ways we can do that.

The landscape is ever-changing, and this guide is a starting point -but an important one. You can adapt it, build on it, and even create your own service-specific version. The key is that it helps people feel seen, safe, and respected.

How to Use the Guide

Share it with your whole team
Use it in supervisions and inductions
Ask your residents and community if anything is missing
Adapt it to reflect your people and your service
Audit its impact on care plans and documentation

It is a tool for everyday practice -not a one-off exercise.

DOWNLOAD LANGUAGE GUIDE HERE

We Want to Hear from You

The guide is designed to support you, your service, and your people -but its impact grows when it is shared.

If you use it, adapt it, or see positive change because of it, please share your success stories with us. We want to learn from you, celebrate progress, and showcase best practice across the sector.

Thank you for being part of The Outstanding Society and for committing to inclusive, person-centred care. We hope this guide is a useful, meaningful, and practical gift -one that supports safer, more confident communication throughout 2026 and beyond.

Please email comms@theoutstandingsociety.co.uk if you would like to know more and/or get involved.

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The OS Learning Lounge at Care Show London – Session 8

Cheryl Angco

Clinical and Quality Assurance Team Lead: Ashfield Services

Cheryl Angco is a dedicated Clinical and Quality Assurance Team Lead at Ashfield Services and the Clinical Director of InvstinU L&D Consultancy, with over 25 years of experience in the healthcare sector.

Her journey began working nights in a local care home while still in sixth form, leading her to become a qualified Nursery Nurse, Adult Nurse, District Nurse, and Educator—all while raising a family of four children.

Her diverse roles include Community Intravenous Specialist Nurse, Manager, and Trainer, covering the entire South West of England and South Wales. Cheryl has also served as a Global Clinical Auditor with Bupa Centre.

For the past 10 years, she has been a Qualified Educator and spent seven years as the Head of Clinical for a National Training Organisation, where she developed and delivered comprehensive training programs tailored to the unique needs of various healthcare settings. These included the original authorship and ongoing evolution of the beloved CHAPs Course (Care Home Assistant Practitioner). Personal care of both clients and trainers were paramount and reflected in the successful multidisciplinary clinical team who felt they belonged whilst enjoying the independence of self employment.

Cheryl’s extensive experience has equipped her with a unique blend of clinical expertise and a commitment to quality improvement. Cheryl believes in the power of evidence-based practice and continuous improvement, ensuring her clients receive the highest standard of training and support.

With a deep understanding of clinical protocols, quality management systems, and continuous improvement methodologies, Cheryl excels in leading cross-functional teams to implement effective quality assurance strategies that enhance patient outcomes and optimise operational efficiency. Emphasising collaboration and communication, she strives to foster a culture of quality and accountability, ensuring clinical practices not only meet but exceed industry standards.

A strong advocate for sharing knowledge, Cheryl aims to empower others to protect their patients, their profession, and themselves. Recognising the challenges of maintaining a healthy work-life balance, she emphasises the importance of wellbeing and holistic therapies in her own self-care and the wellbeing of others.

Cheryl’s broad and extensive career in Health and Social Care across various settings provides a unique perspective. Since leaving the NHS, Cheryl became very passionate about advocating for the private sector, including through successful tenure as a nominated board member with the Royal College of Nursing (RCN). The SW co-chair position will provide Cheryl the opportunity to leverage her diverse career, qualifications, and skills to make a meaningful impact.

Additionally, Cheryl has a privileged viewpoint of the sector, hearing firsthand from both clients and delegates about the challenges they face.

Andrea Westlake MSc RGN RHV FiHV

Director of Nursing NHS Birmingham and Solihull

Andrea is a registered Health Visitor and Midwife currently the NHS Birmingham and Solihull Director of Nursing leading on social care nursing, quality and development, and NHS continuing health care since September 2023. This is a new and exciting role which works in partnership with local government, NHS, NGOs and national bodies such as Skills for Care. This role will optimise the value and impact of the social care workforce to improve health and social care outcomes.

Prior to this Andrea held national and regional roles in NHS England, as Deputy Director Community Workforce in the Primary Care and Community directorate leading on the NHS England long term workforce plan (Community) and national community policy (workforce) including virtual wards, advanced practice and Skills for Health capability frameworks. During the pandemic Andrea was seconded to the national Chief Nursing Officer team (CNO Team) as Assistant Director of Nursing and Quality leading on community nursing safer staffing; continuing care workforce recovery and the national community nursing portfolio.

Andrea has extensive and diverse experience in the NHS, Department of Health and local government. She has a proven record of system partnerships, commissioning, and providing excellence in health and social care. Andrea has been seconded to the Department of Health on two occasions to lead on Widening Participation in Learning and latterly, the Call To Action for Health Visiting. She has achieved national recognition and was awarded a Fellowship of the Institute of Health Visiting for services to public health nursing, early years, developing the workforce and service improvement. In addition, Andrea is an accredited Service Improvement Associate: Primary Care Improvement Faculty.

Andrea has had various roles including regional lead for maternity transformation; regional lead SEND reviews working jointly with the Department of Education. Andrea is passionate about early years public health and she has presented Parliamentary evidence for better start in life as well as leading a successful regional programme to deliver the Family Nurse Partnership programme which has evidenced positive outcomes for children and young people.

Andrea is a proud and privileged to continue to have a fulfilling and rewarding 40 year career in health care and public health. She remains fully committed to making a difference for people, improving care and supporting the workforce to be the very best they can be.