Regional Ambassadors from our Service User Council met once again for their "Audience with the Exec" meeting, an opportunity to share service user’s voices from each of our care homes with members of the Executive Management Team.
Adam, Alex, Dave and Joel arrived ready to share feedback directly from their homes, ensuring real concerns and successes were heard.
Sharing feedback directly
The meeting kicked off with direct feedback from their recent Service User Council meetings, where the Regional Ambassadors highlighted positives that had been shared from all three regions.
Service users shared positive feedback about trips out and sang praises for Activities Teams for responding positively to a wide variety of activity requests.
They also tackled ongoing challenges head-on and discussed areas where service users feel need improvement in their homes such as food, Wi-Fi, transport, and equipment replacement and repairs.
The group shared specific examples from people living in Exemplar Health Care homes and worked with the members of the Executive Management Team to kick-start a plan of action for improvements moving forward.
Additionally, a request was made for a member of the Executive Management Team to attend future Service User Council meetings, to hear the feedback in person.
In turn, James Robson, Chief Transformation Officer, agreed to be the point of contact for the council.
Reflecting on 2024 and setting goals
Reflecting on 2024, each Regional Ambassador discussed their experiences in the role and how they’ve found the opportunity to represent their region.
Dave, Service User Ambassador living at Willowbeck, shared: “I’ve been encouraged by the way that Exemplar Health Care is keen to embrace the contribution that service users can make.”
With 2025 ahead, they set clear priorities for the council:
recruiting more Regional Ambassadors
creating a video library of service user stories
continuing to promote the service user engagement strategy.
To close the meeting, Joel, the newest Regional Ambassador, introduced himself to the team and shared his journey that led him to living at Bennett Court.
Talking to Service User Engagement Manager, Sophia, after the meeting, Dave shared: “Meeting with the Executive Team went well from my point of view. The most important thing to me is that we communicate an accurate representation of the feedback via the regional councils. This time it was very easy because Wi-Fi, food and equipment were so universal”.
“To me, it provided a really good sense of the connection between the two groups and hopefully by explaining we'd literally just met with the Executive Team and presented feedback from the regional councils, the other ambassadors felt a tangible appreciation of their efforts on behalf of the service users in their homes”
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