Exemplar Health Care has published its 2025–26 Service User Engagement Impact Report, highlighting how people living in its homes are helping to shape care, influence decision-making and improve everyday life across the organisation.
The report showcases the impact of Exemplar Health Care's Service User Ambassador programme, which includes 70 ambassadors, six Regional Service User Ambassadors and three regional Service User Councils. Together, they ensure the experiences and views of residents are reflected in how care and support are delivered.
Over the past year, ambassadors have contributed to a wide range of improvements, including redesigning mealtime experiences, enhancing welcome packs for new residents, developing the resident-led Exemplar Express newsletter, supporting colleague recruitment and improving communal spaces. Their feedback is also shared directly with senior leaders through regular Service User Council meetings, helping shape organisational decisions.
The report highlights how co-producing changes with residents has led to more personalised dining experiences, greater flexibility around mealtimes and clearer food information, with early evidence showing increased satisfaction. It also demonstrates how residents are being supported to build confidence and develop new skills through initiatives such as first aid training and public speaking opportunities. During the past year, Exemplar Health Care ambassadors also became the first people with lived experience to lead a presentation at the Nursing Live conference.
Sarah, who is an Ambassador at Woolston House in Warrington, said: “I’m proud of being able to speak up for people, because there was no one there to do it for me when I first went into a care home. And being able to do that for them, I’m very proud.”
Sophia Feurtado, Service User Engagement Manager at Exemplar Health Care, said: “The people living in our homes are the experts in their own lives, so it's only right that they help shape the way we provide care.
“This report shows what can happen when we move beyond simply asking for feedback and genuinely work alongside people to co-produce improvements. Whether that's influencing mealtimes, welcoming new residents, supporting colleague recruitment or representing the voices of others through our Service User Ambassador programme, people are helping shape everyday life in our homes.
“By working in partnership with the people we support and creating meaningful opportunities for them to influence decisions, we're building services that reflect their experiences, priorities and ambitions, while helping them exercise greater choice and control over the support they receive.”
The Service User Engagement Impact Report forms part of Exemplar Health Care's ongoing commitment to co-production, ensuring people living with complex needs play an active role in shaping their care and improving services.
The full Service User Engagement Impact Report 2025-26 is available to read on the Exemplar Health Care website here.
