Co-production and service user engagement

When it comes to person-centred care, we believe that the people we support are best placed to advise on what will make a positive difference to their lives. 

That's why we encourage individuals, or groups of individuals, to come together to influence the way our services are designed and delivered.

At the heart of our commitment to co-production, is our Service User Council - a collective of ambassadors from each of our care homes who come together to make important decisions about their home and the wider organisation. 

Service user engagement impact report 2024: how we've worked together to shape and improve care

Over the past year, our commitment to person-centred care and co-production has made a real difference, bringing about meaningful changes shaped directly by service users, families, and colleagues.

Our brand-new ‘Service user engagement impact report’ for 2024 celebrates these collaborative efforts and the fantastic achievements made by working together.

It highlights how involving people at every step helps us deliver more personalised, responsive, and effective complex care.

Download the report

Alex, Service User Ambassador, sat in a wheelchair next to our Service User Engagement Manager, Sophia
Resident and carer sharing ideas

Service User Council

Service User Ambassadors take on roles in their homes and lead on activities and projects across the company.

Each of our care homes has at least one Service User Ambassador who acts on behalf of their fellow residents on the Service User Council.

The council meets every month to lead on a range of projects such as: 

  • informing the content of the ‘person-centred approach’ section of colleague inductions

  • redesigning Exemplar Positive Behaviour Support training sessions

  • trialling and developing the specification for new digital technology

Regional Service User Ambassadors

In 2024, we introduced the Regional Service User Ambassador role.

These ambassadors lead their own projects and mentor new ambassadors in their region.

They also represent the Service User Council, and present their personal stories and feedback, at national meetings such as:

  • Clinical Nurse Manager forums

  • Home Manager conferences

  • quarterly ‘An audience with the Exec’ meetings

Adam sitting on his laptop talking to a carer
Service user stocking the shelves of tuck shop

Service user roles

Having a role promotes a sense of purpose, pride and confidence.

We support people to take on roles in their home and the wider company, when they wish.

There are lots of roles people can get involved in, including: 

  • being a tour guide for visitors

  • chairing service user meetings

  • delivering newspapers and post

  • gardening

  • interviewing job candidates

  • inducting new colleagues

  • running the home's cafe or tuck shop.

 

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