At Exemplar Health Care, we work closely with the people we support to shape and improve our care together. This report provides an overview of service user engagement activities and showcases our achievements in 2025-26.
Service user engagement impact report: 2025-26
Working together to shape and improve care
every day better
Working together to shape and improve care At the heart of our work is a commitment to listening to the people we support and their families, and ensuring their voices shape how our services develop. We believe that people who use our services are the experts in their own lives. Their experiences and ideas help us provide care that’s respectful, responsive, and makes a real difference. This report shares an overview of our service user engagement and co-production activity between April 2025 and March 2026. The impact of working together Over the past year, this way of working has made a real difference. For the people we support, it’s helped build confidence, independence, and a stronger sense of purpose. For our organisation, it’s led to new ideas, better care, and a culture that’s open, inclusive, and always improving. By continuing to work together, we can keep building services that reflect what matters most to the people we support.
3
Contents
A year of impact
7
Service User Ambassador initiative
8
Regional Service User Ambassador role
13
Service User Council
18
New: The Exemplar Express newsletter
25
Resident and families and friends survey
28
4
Hello! From Sophia Feurtado, Service User Engagement Manager
The past year has marked a significant step forward in strengthening service user engagement and embedding co-production across Exemplar Health Care.
We began the year with a committed group of Service User Ambassadors and ended it with even more individuals stepping into the role. Our growing cohort of Regional Ambassadors are helping amplify the voices of people living in our homes. Their contributions have been wide-ranging, meaningful, and
Building skills and confidence The introduction of first aid training for residents has had a remarkable impact. They’ve both enjoyed the sessions and gained practical skills and confidence - another strong example of engagement that’s meaningful, empowering, and genuinely valued. A year of impact This year’s progress shows what can be achieved when we listen, collaborate, and act with purpose. The foundations are strong, the momentum is real, and the year ahead offers an exciting opportunity to build even deeper, more meaningful engagement across all our homes. We hope you enjoy reading about our year as much as we enjoyed putting it together. Sophia
something we’re extremely proud of. Listening to what matters
Throughout 2025, the Service User Council provided valuable feedback that highlighted both the positive aspects of people’s care and the areas where improvement was needed. The most prominent theme was food and the mealtime experience. This feedback became a catalyst for targeted action planning, carried out with residents rather than for them, demonstrating the real power of listening and co-producing solutions.
5
We’ve really enjoyed being Service User Ambassadors this year and we’re proud of what we’ve achieved together. An introduction from our ambassadors We’ve had the chance to speak up, share ideas, and make a difference in our homes and across the organisation. It’s been great to see our ideas listened to and turned into real changes.
Our aims for the year ahead Looking ahead, we want to:
Get more people involved in their homes Make sure everyone feels confident to share their ideas and be part of decisions. Work more closely with colleagues in different teams Be more involved in shaping change, not just giving feedback. Do more in our ambassador roles Take a more active role in our homes, leading conversations, listening to others, and helping make positive changes.
6
A year of impact
“I’m proud of being able to speak up for people, because there was no one there to do it for
Service User Ambassadors at the start of 2025 67
Service User Ambassadors at the end of 2025 70
+3
me when I first went into a care home. And being able to do that for them, I’m very proud.” Sarah, Woolston House Ambassador
Of residents said they are happy with the care provided 74% Of family members said that colleagues are kind and respectful 96% Service User Council meetings 17 Of family members said they feel their relative is safe in their home 94%
Regional Ambassadors in role 6
“I’m a lot more confident since becoming an ambassador. I feel like I can talk more to people, and it has
Of residents said that colleagues are kind and respectful 79% People completed the annual resident survey 567
helped me feel more independent when I go out.” Joel, Bennett Court Ambassador
7
Service User Ambassador initiative Our Service User Ambassadors are at the heart of our co-production approach. Each of our care homes has at least one ambassador who takes on a unique, valued role that shapes life across our homes. While they share core responsibilities, the role is flexible, allowing people to contribute in ways that are meaningful to them. Together, they influence culture, improve quality, and strengthen community. Their impact this year has been exceptional.
70 Service User Ambassadors in the role
Danny at Roseside
Kelvin at Wytham Lodge
Sarah at Woolston House
8
Communication and innovation
How ambassadors make a difference
• Sharing ideas and lived experience with teams • Contributing to newsletters and communications • Working with managers on improvements and projects
Voice and representation
Daily life and environment
• Speaking up for fellow residents • Leading meetings and sharing feedback • Encouraging others to have their say
• Improving shared spaces in homes • Contributing to food and mealtime experiences • Supporting day-to-day life in the home
Recruitment and leadership
Community and wellbeing
• Supporting colleague recruitment • Mentoring new ambassadors • Welcoming new residents and colleagues
• Leading activities and events • Supporting peers and building morale • Meeting and greeting visitors
9
The question we ask ourselves is not “Can they do this?” but “What can we make possible, and how can we support people to thrive in these roles?”
Resident roles Our homes belong to the people who live in them - their voices, ideas, and experiences should shape every part of how they’re run. Our ambassadors play a vital part in making this happen, through taking on roles in their home. We work with each individual to find the best fit based on their skills, goals, and interests, whether they want to build on an existing skill or learn something new. Over the past year, ambassadors have taken on more responsibility and are influencing positive change. When I was asked to be a Service User Ambassador, it made me feel really proud. It gave me something positive to focus on after losing my dad earlier that year. “I wanted to connect with more residents, so I came up with the idea of creating my own business cards with my name and number on. I always keep them with me to hand out. “Sometimes people find it hard to talk and not everyone wants to talk straight away, but I want people to know I’m here if they need me.” Guy at Thames House
10
Andrew Scotia Heights Tuck trolley
Aimee Lakeview Activities
Graham Fernwood Meet and greet “I like welcoming new residents, family members, and colleagues into our home. I spend time at reception and enjoy meeting new people.”
“I help plan a range of activities for everyone and share residents’ ideas with the Activities Team. It feels good to make a difference.”
“I go around the home with my tuck trolley and enjoy chatting to people. I like sharing what’s happening and feel proud to be an ambassador.”
Jess Woolston House Activities
Stephen Bennett Court Gardener “I look after the garden at my home. I buy the plants, water them regularly, and keep everything tidy.”
Abi Maypole Grove General support
“I work with the Activities Team to help make sure the programme includes a range of activities that everyone can get involved in.”
“I talk to people who prefer to stay in their room, and run a monthly Q&A to help people get to know each other.”
11
Stroke: what it’s really like - Fran and Dean tell their story Two Brook View residents with lived experience of stroke created a fact sheet for fellow residents and colleagues. Fran and Dean, both stroke survivors, share how stroke affects daily life, its causes, and ways to reduce risk. They shared the fact sheet across the home and during an awareness day, sparking understanding and important conversations. It was also featured in The Exemplar Buzz magazine for colleagues.
“Losing the freedom and independence I’d always had has been really tough - it affects my mood and can leave me feeling miserable at times. “It’s not easy, but having patient, understanding people around me makes all the difference.”
Having a stroke completely changed my life.”
12
Abi Smith Midlands
6 Regional Ambassadors in the role
Regional Service User Ambassador role
Adam Bourne Yorkshire and the North East
Alex Davis Midlands
Last year, we introduced the Regional Ambassador role to provide a further development opportunity for Service User Ambassadors. Regional Ambassadors lead their own projects, mentor new ambassadors, represent the organisation at external events, and share feedback from the Service User Council with senior leaders via ‘Audience with the Exec’ meetings.
Kelvin Kennerley North West
Leanne Gill Yorkshire and the North East
Lee Green Midlands
13
Exemplar Health Care's Home Manager Conference
14
Jennifer
Our ambassadors made history as the first people with lived experience to lead a panel
session at Nursing Live, sharing their perspectives with more than 120 healthcare professionals.
Jennifer, the first resident at Woodside Place, returned to the home during its summer fayre to share her experiences and give tours to visitors.
Regional Ambassadors in action
Leanne
Regional Ambassadors Adam and Leanne joined colleagues at Sheffield Hallam University to share their lived experiences with student nurses.
Leanne supported an online training session for student nurses, sharing how we support people’s relationships and sexual expression.
15
Kelvin’s story: finding purpose and making a difference Kelvin Kennerley, Wytham Lodge
In his early days, Kelvin expected things to fall apart, but instead found a supportive team and a different kind of environment. With consistent support and encouragement from colleagues, he began to rebuild his confidence, get out more, and reconnect with daily life. I’d given up hope. I thought this home would be the same as everywhere else - but it wasn’t.”
Kelvin moved to Wytham Lodge in July 2025 after a difficult time moving between hospital and different placements. Although the situation had been challenging, he describes the move as a positive turning point.
For the first time in a long time, I don’t wake up wishing I hadn’t.”
One of Kelvin’s biggest achievements has been learning to trust people again. Feeling listened to and supported has helped him find something he didn’t have before - a sense of purpose. Becoming a Service User Ambassador has played a big part in that journey.
16
How has the role helped your confidence? “My confidence used to be quite low, but it’s getting better and better. “One moment I’m really proud of is chairing council meetings, with support from the other Regional Ambassadors and Sophia.” What does being an ambassador mean to you? “Being a Service User Ambassador means the world to me. “I’d normally hide away from things like this, but now, for the first time in my life, I feel like I have a purpose - something beyond just surviving.
Why did you want to become an ambassador? “I wanted to help people and make the resident experience as good as it can possibly be. “My favourite part of the role is helping others speak up for themselves and making positive changes in our homes.” What has changed for you since becoming an ambassador? “A lot has changed. My home now asks for my input on ideas, and values my opinions on things happening around the home. “I also love handing out certificates and awards - it’s great to give colleagues the credit they deserve.”
My favourite part of the role is helping others speak up for themselves and making positive changes in our homes.”
What do you hope to achieve over the next six months? “I want to keep pushing my boundaries. “I don’t want to hide from things that feel unfamiliar or that I’ve had negative experiences with in the past. I want to keep growing.”
Helping others motivates me to keep going, and there isn’t much more someone could give me that would make me happier.”
17
3 Regional Service User Councils
Service User Council The Service User Council is made up of ambassadors from each of our care homes, coming together across three regions. Each region meets every three months to share feedback and ideas from people in their homes. Ambassadors bring the voices of others to the table, helping to shape discussions and drive meaningful change. They also play an important role in influencing improvements across the wider organisation.
17 Service User Council meetings in 2025
18
Ambassadors took part in a professional photoshoot, capturing their achievements, goals, and what matters most to them.
Ambassadors from different homes spend time together outside of council meetings, building friendships and supporting each other.
Ambassadors shared their experiences at the Clinical Nurse Manager Forum, bringing the resident voice to senior nurses.
Some of our ambassadors starred in a new video about what being an ambassador means to them and how they’re helping make a difference.
Adam, Alex, and Lee presented at the Home Manager Conference, sharing their experiences of what makes a great care team and how consistency can improve care.
Ambassadors presented to our Business Development Team, about how they could engage with professionals involved in arranging and funding care.
Scan the QR code to watch the video
19
More choice and control
Some of the ideas include:
Transforming the mealtime experience Regional Service User Councils are working alongside colleagues to improve one of the most important parts of daily life in our homes - mealtimes. Together, we’re making mealtimes more personal, more enjoyable, and more meaningful - focusing on the details that really make a difference, from choice and quality to atmosphere and experience. Ambassadors are at the heart of this work, shaping ideas, sharing feedback, and driving
• Personalised meal ordering shaped around individual preferences • Greater flexibility in when, where, and how people choose to eat • Care plans reflecting detailed food likes, dislikes, and routines
Real-time feedback and influence
• Simple feedback tools (including emoji-based options) to capture views in the moment • Regular food forums led with residents to share ideas and drive change • Ongoing ambassador input to review what’s working and what needs to improve
progress. Through
regular council meetings, they continue to influence what happens next.
Creating meaningful dining experiences
• Themed meals and special events inspired by residents’ interests and cultures • More homely, flexible dining spaces based on what residents prefer • Menus designed to be clearer and more engaging, using visuals and displays
20
Some of the ideas include:
Creating a better welcome for new residents Ambassadors are working with colleagues to improve how we welcome new people into our homes. Drawing on their own experiences, ambassadors shared what really matters when someone moves in. Their suggestions are now being piloted across our homes, with the aim of rolling this out more widely.
Personal from the start
• Bedrooms prepared to reflect people’s identity, preferences, and life story • Thoughtful, personalised welcome touches that go beyond care needs
Warm, human connections
• Clear, friendly colleague introductions • Use of name badges and buddy support to help people feel safe and settled • Opportunities to meet others and get involved straight away
Simple, accessible information
• Easy-to-understand information about daily life, routines, and the home • Clear guidance on how to access support, activities, and local amenities
21
Building confidence through first aid training for residents This year, residents took part in first aid training to build their confidence and learn new skills. The session was developed in collaboration with our internal Academy Team, to ensure it was tailored to people’s goals and interests. They created a supportive and inclusive space where people could learn basic first aid skills such as CPR, the recovery position, and what to do in the event of a burn.
“My uncle was a Paramedic. I learned a lot from him. I used to be a carer too and we did first aid training. You remember a lot, but some things change so it’s good to refresh.” Graham, Yarningdale Resident
“Personally, it has been one of the most enjoyable
Read more www.exemplarhc.com/news/ building-confidence- through-first-aid
and meaningful sessions I have delivered, and it was a privilege to be part of it.” Brandan Hall, Regional Trainer
22
New: The Exemplar Express newsletter By residents, for residents The Exemplar Express is our quarterly
Read the latest issue https://brochures.exemplarhc. com/2026-spring-Express/
newsletter created by residents, for residents. What started as one Ambassador’s idea has grown into an organisation-wide publication shaped entirely by the people it represents. From the name, chosen by our Service User Council, to the stories and content in every edition, residents lead the way. Produced four times a year, each issue shares what matters most to life in our homes including resident stories, council updates, and highlights from across our communities.
23
Resident survey In December 2025, we asked residents and their family and friends to take part in a survey to help us see what’s going well and what could be improved.
said staff are kind and
are communicated with in a way they
respectful 94%
prefer 91%
567 responses
feel safe living in their home 90%
are happy with the care
provided 90%
We’re pleased with these results, but some things could be better.
“This is the best home I have lived in.”
rated the food as ‘good’ or
said they have choice at
mealtimes 81%
‘excellent’ 64%
24
Improving the mealtime experience at Greenside Court
Q: How do you rate the quality of food?
75% rated ‘Excellent’ or ‘Good’ (2024)
What they did: • Catering Manager spent time on units, built trust with residents, and created a familiar, friendly presence. • Catering Manager attended service user meetings, spoke with residents who couldn’t attend, and used feedback to shape menus, ideas, and improvements. • Introduced a new café-style menu, expanded choice with healthier and soft food options, and continued working with residents to improve menus. • Launched ‘Cooking with Clare’ sessions, including both group and one-to-one options, where residents helped prepare meals.
+7% increase in overall satisfaction
82% rated ‘Excellent’ or ‘Good’ (2025)
Our Catering Manager, Clare creates appetising, personalised meals that improve nutrition, dignity, choice, and enjoyment for people requiring modified and specialist diets.”
25
Better mealtimes through listening and choice at Yarningdale
Q: How do you rate the quality of food?
85% rated ‘Excellent’ or ‘Good’ (2024)
What they did: • Introduced feedback books in each dining room, which the Catering Manager reviewed and used to update menus. • Introduced monthly voted meal choices, with menus shaped by resident preferences and feedback. • Catering Manager attended service user meetings, gathered feedback, and discussed menu options and ideas with residents. • Catering Team visited units each morning to build relationships with residents. • Prepared all meal and snack menu items fresh on site every day. • Improved inclusive dining by introducing a separate menu for people on modified diets and providing colleague training to build understanding and empathy.
+2% increase in overall satisfaction
87% rated ‘Excellent’ or ‘Good’ (2025)
26
Families and friends survey
feel they’re able to have privacy when they visit
96% said staff
97%
227 responses
are kind and respectful
feel comfortable approaching staff with a concern
94% feel their relative/ friend is safe in their home
93%
These are fantastic results, but some things could be better.
“My brother is well cared for, I wouldn’t want him to be anywhere else.”
said concerns are responded to appropriately 81%
feel staff listen to
them 85%
27
Make a referral 01709 565777 referrals@exemplarhc.com www.exemplarhc.com/referrals
Page 1 Page 2 Page 3 Page 4 Page 5 Page 6 Page 7 Page 8 Page 9 Page 10 Page 11 Page 12 Page 13 Page 14 Page 15 Page 16 Page 17 Page 18 Page 19 Page 20 Page 21 Page 22 Page 23 Page 24 Page 25 Page 26 Page 27 Page 28Powered by FlippingBook