Service user engagement impact report 2025-26: co-producing better care, together

Putting people at the heart of care

At Exemplar Health Care, the people who live in our homes play an active role in shaping the care and support they receive. Our new ‘Service user engagement impact report 2025-26’ highlights how residents are influencing real change across our organisation - from improving food and mealtime experiences, to supporting colleague recruitment, leading events, shaping new initiatives, and representing the resident voice at a national level.

The report shares the impact of our co-production approach over the past year, including the growing role of our Service User Ambassadors, the launch of resident-led projects like ‘The Exemplar Express’ newsletter, and how listening to feedback is helping us create more personalised, meaningful, and responsive care.

Through personal stories, resident feedback, and examples of change in action, the report demonstrates the difference that happens when people are genuinely involved in decisions about their lives, their homes, and the future of care.

Read the report

A growing movement for change

At the heart of our approach are our Service User Ambassadors - residents who take on active roles in their homes and across the organisation.

Over the past year, we’ve seen more people stepping into ambassador roles, including:

• 70 Service User Ambassadors across 60 care homes

• 17 Service User Council meetings held across three regions

• 6 Regional Ambassadors leading wider organisational initiatives

• 567 resident survey responses helping shape improvement priorities.

Hearing directly from our ambassadors

This year, we launched two new videos featuring Service User Ambassadors, sharing what the role means to them and the difference it’s making in their lives and across our homes.

The videos offer a powerful insight into the impact of co-production - from building confidence and independence, to helping shape meaningful change for other residents.

Turning feedback into meaningful action

One of the clearest examples of co-production in action this year has been improving the mealtime experience.

Together, we’re making mealtimes more personal, enjoyable, and flexible through:

• greater choice over when, where, and how people eat

• resident-led food forums and real-time feedback tools

• themed meals inspired by people’s cultures and interests

• more homely dining environments

• clearer, more visual menus.

The impact is already being seen in resident and family feedback, with improvements in satisfaction around food quality and dining experiences across several homes.