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 2024.
Service user engagement impact report Working together to shape and improve care
Contents
Contents
Our year in numbers
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Service User Ambassador initiative
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Regional Service User Ambassador role
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Service User Council
10
Co-production
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Training on sexuality, sexual expression, and relationships
15
Service user and families and friends survey
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‘Life skills toolkit’ for Activities Teams
20
Active support training
22
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Working together to shape and improve care At Exemplar Health Care, we work closely with the people we support to shape and improve our care together. Our service user engagement and co-production initiatives bring significant benefits, empowering people to be involved in decision making and ensuring that care is more personalised and responsive to individual needs and preferences. About this report This report provides an overview of service user engagement activities and showcases our achievements in 2024. It highlights the outcomes of collaborative efforts between service users, colleagues, and families in shaping care practices, policies, and the environment, and shows how service user engagement has influenced the quality and effectiveness of care.
Colleagues
Working together
Families
Service users
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Hello! An introduction from Sophia Feurtado, Service User Engagement Manager
We’re proud to see that service user engagement activities have gained significant momentum throughout 2024. Our Service User Ambassadors have had a huge impact at the highest levels of the organisation, engaging with leaders and senior colleagues. The Service User Council has also provided invaluable insights into their experiences within their homes. They’ve shared both positive feedback and areas needing improvement, offering a well-rounded perspective that has been instrumental in driving meaningful change. Additionally, the Council has played a vital role in fostering partnership working across Exemplar Health Care, participating in a wide range of co-production activities with our Audit and Regulation Team, Behaviour Support Team, Learning and Development Team, and Marketing Team. Another area where the ambassadors have made a notable impact is in supporting new colleagues joining our homes.
By sharing their lived experiences and insights at induction, they’ve inspired and motivated new colleagues as they begin their journey with Exemplar Health Care. Feedback from colleagues has been overwhelmingly positive, with many highlighting how impactful and inspiring these sessions have been. This report focuses on service user engagement activities that have taken place centrally across Exemplar Health Care. Looking ahead, future reports will provide an overview of engagement activities at home level, showcasing how these practices have been expanded and embedded within individual homes. The development of the new Exemplar Quality Assurance (EQA) framework will make identifying, measuring, and reporting on the impact of service user engagement activities simpler, to provide a more comprehensive view of our progress and the impact of these activities. Sophia
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Our year in numbers
61
67 7
3
+6
Service User Ambassadors at start of 2024
Service User Ambassadors at end of 2024
Regional Ambassadors in training
Regional Ambassadors in the role
140
76%
family members and friends completed the annual survey
18 79% 96% 89% 424 Service User Council meetings of service users (who were able to) completed the annual survey
colleagues completed ‘Active support’ training
of family members and friends said that staff are kind and respectful
of service users said they feel safe in their home
of family members and friends are happy with the care provided
30
13
8
Service User Ambassadors completed sexuality,
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Activities Teams achieved the bronze ‘Life skills toolkit’ award
Activities Teams achieved the gold ‘Life skills toolkit’ award
sexual expression, and relationships training
Activities Teams achieved the silver ‘Life skills toolkit’ award
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Service User Ambassador initiative
“In other care homes, it feels more like you’re just being looked after. But at Woolston House, we have a lot of say in what we do and how we’re cared for.”
Each of our care homes has a Service User Ambassador who represents fellow residents on the Service User Council. They also take on roles in their home, like giving tours, interviewing new colleagues, delivering training, running tuck shops, and posting mail. These roles are tailored to their interests and goals, helping them build skills, confidence, and a sense of purpose.
“One of my favourite things is being the home’s Service User Ambassador, especially when I can speak up for residents who can’t do it themselves. “I feel good knowing I’m helping them, and that makes me feel better about myself. “I also interview new staff and train them during induction, especially about my complex needs. “It makes me feel important again and gives me a sense of purpose.” Sarah, Service User Ambassador at Woolston House
61
Service User Ambassadors at start of 2024
67
Service User Ambassadors at end of 2024
+6
6
I’ve made many friends here and I really enjoy the activities.” Neil runs the tuck shop at Yarningdale
Service user roles To help people develop their skills and build confidence, they can take on various roles in their home. We work with each person to find the best fit based on their skills, goals, and interests, whether they want to improve an existing skill or learn something new. Some roles include: • interviewing job candidates • welcoming new colleagues • reading to others • arranging flowers • helping in the shop or pub • gardening • planning activities and events.
I do things now that I never
thought I’d be able to do.” Abi organised Maypole Grove’s summer fair
“I enjoy this role because it gives me things to do and I feel like I make a difference.” Karen hosts arts and crafts sessions at Tyne Grange
I enjoy doing my post round
The gardening is something that I love doing. And I try my very best with it. It keeps my mind occupied.” Stephen is the Gardener at Bennett Court
as it gets me out and about meeting new people.” Philip delivers the post at Willowbeck
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Regional Ambassadors in position
Regional Service User Ambassador role
Regional Ambassadors in training
This year, we introduced the Regional Service User Ambassador role. These ambassadors lead their own projects, mentor new ambassadors in their region, and represent the Service User Council in our quarterly ‘An audience with the Exec’ meetings.
Meet our Regional Ambassadors
Alex Davies North East, Yorkshire and Humber
Abi Smith The Midlands
Dave Hollinger North East, Yorkshire and Humber
Jamal Saad The Midlands
Adam Bourne North East, Yorkshire and Humber
Lee Green The Midlands
Joel Ingleby North East, Yorkshire and Humber
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Hear from some of our Regional Ambassadors
Adam
“Representing service users in meetings with the Executive Management Team initially sounded quite daunting, but I found them to be friendly, approachable, and eager to hear what we had to say.”
Dave
“Since becoming an ambassador, I’m amazed at how enjoyable life in one of your homes can be. I get to voice my opinions, feel more independent, and my confidence has grown.”
“This role has made me so happy. It’s incredible that you involve residents in improving our care. “Thank you for this amazing opportunity to be an ambassador. I feel like myself again, and I’m grateful for the chance to help others like me.”
“I came away reassured that the service user experience matters, and their efforts to listen and respond to our insights are genuine.”
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Developing the ‘Service user holiday policy’
Service User Council The Service User Council is made up of Service User Ambassadors from each home. The meetings, led by the Service User Engagement Manager, focus on gathering feedback and implementing changes to improve care. They occur bi-monthly in each region (North East and Yorkshire, North West, and The Midlands). 4 18 Regional Service User Councils Service User Council meetings in 2024
Meet Exemplar Health Care’s Audit and Regulation Team Easy read fact sheet for Exemplar Health Care service users
Designing the Service User Ambassador uniform
At Exemplar Health Care , we want to make sure that: • you feel safe
Creating easy-read documents and policies
• you feel supported
• your views are used to make things better.
Exemplar Health Care is the company that runs the care home you live in.
Exemplar Health Care’s Audit and Regulation Team is visiting your home today to do an audit .
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World Photography Day competition The Service User Council invites you to send in your favourite photograph that best captures ‘Summer at Exemplar Health Care’.
The competition is to celebrate World Photography Day, which takes place on Monday 19 August 2024 . First, second and third place will receive a £25 voucher and a canvas print of their picture.
Redesigning Exemplar Positive Behaviour Support training sessions
Organising company-wide competitions and initiatives
To submit your entry, head over to the ‘Company updates’ section of the My Exemplar app and find the ‘World Photography Day competition’ post. Once you’ve read the competition terms and conditions, submit your photograph along with your details.
Judging will take place at the North East Service User Council meeting on 27 September 2024, and we’ll announce the winner on the My Exemplar app.
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10
‘Dining round the world’ initiative • 6 weeks
Presenting at the Home Manager Conference “This session had a massive positive impact on me. Each telling their stories with such energy and courage, I was both humbled and proud to see our Service User Ambassadors participate at this event. A definite must do for future events. Well done all!” - Home Manager in attendance
• 3 continents • 6 countries • 12 homes involved
Helping design the curriculum for Sheffield Hallam University’s ‘Learning Disabilities Nursing and Social Work’ course
Attending our Clinical Nurse Manager forums to present their personal stories and feedback
Trialling and developing the specification for new digital technology (including Yeti Tables, Voiceitt, and the Famileo app)
Informing the content of the ‘person-centred
approach’ section of colleague inductions
I enjoyed trying new foods, I’ve never had Chinese food before but I think I now have a new favourite.”
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Co-production We encourage people to shape their care and work together to achieve results. Some examples include: • co-chairing service user meetings • co-delivering training for peers and colleagues • co-working with the Marketing Team to make recruitment videos • co-producing policies and documents.
How ambassadors collaborated on Sheffield Hallam University’s Learning Disabilities Nursing and Social Work course During several workshops, the group shared their thoughts on the skills, knowledge, and values they want Nurses to have, along with advice for students. The workshops focused on two main questions: “See me as a person, not just my label.”
1. What qualities should future health and social care professionals have?
“Don’t judge me based on my diagnosis.”
2. What should we teach to ensure they develop these qualities?
“Avoid jargon and explain things clearly.”
“Give us time to respond; sometimes it takes a while to process information.”
The group worked on how these ideas could be included in the curriculum, focusing on teaching around person-centred care and communication skills. Their insight was incorporated into the new curriculum for 2024.
“Students shouldn’t be afraid to ask questions. We’re real people with real experiences; just be patient.”
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How ambassadors helped shape inductions for new colleagues Ambassadors were involved in designing colleague inductions, helping to create a more personalised and effective induction process.
I’d like staff to
understand me during a crisis.”
Some of their advice includes:
I’d like staff to
know how independent I am.”
I want to be involved in my care decisions.”
Take time to
listen and be patient with those who can’t speak easily.”
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Regional Service User Ambassador, Alex, shares her personal insights at colleague inductions As part of inductions for colleagues at our new care homes, Alex co-delivers a session in which she discusses her experience of life at Havenmere and her role as an ambassador. She also leads a Q&A session on how service users would like to be treated by colleagues, and joins in group activities. It’s clear to see the impact that her insights have on new colleagues as Alex has received some great feedback. One attendee said: “Having Alex is a great learning curve. It provides perspective from a service user and how we can support them to live the best possible life.”
“Helping out with inductions makes me feel useful and like I’m making a difference.
“It gives care staff an insight into what service users feel like when they move into a new home and make them more aware of the right steps to take.”
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Service users trained
Training sessions
Service users attended training on sexuality, sexual expression, and relationships This year, we invited service users to attend this training alongside colleagues, to learn more, share their personal insights, and drive important conversations together. In 2025, we’ll train some of our service users to co- deliver the training, ensuring that everyone’s voice and perspective is included and valued.
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Service user and families and friends survey
“My care is absolutely great, anything I want, staff try and help me to achieve it. I have my own room and shower. The staff are good. Things are excellent in that way. I’d just like to go on holiday more, once a year if possible. I’m excited to go shopping in the January sales and plan to go shopping again in the summer with activities.”
Surveys provide direct feedback from service users, their families and friends about their experiences, preferences, and needs. This feedback helps us identify areas for improvement and enhance care. The service user survey covers care, safety, colleagues, food, and activities. The families and friends survey includes additional questions about communication and involvement.
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2024 service user survey results
At the time the survey took place:
70% (767 service users) were able to take part in the survey 76% (583 service users) of those completed the survey 24% (220 service users) either didn’t want to complete it or weren’t offered the survey
81%
77%
said that staff are kind and respectful
said they’re happy with the care provided (2% increase since 2023)
(2% increase since 2023)
81%
70%
said they feel safe in their home (2% increase since 2023)
said staff listen to them (3% increase since 2023)
74%
62%
said they can go out if they want to (6% increase since 2023
said they know what activities are planned (6% increase since 2023)
67%
59%
said they were likely to recommend their home to a family member or friend if they needed similar care (5% decrease since 2023)
rated the food quality as ‘Good’ or ‘Excellent’ (2% increase since 2023)
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Q: I know what activities are planned in the home 55% agreed (2023) How Dearnevale improved activity awareness and engagement We did: • ‘What’s On’ sheets displayed on each unit and an activities board in reception. • Service User Ambassadors helped share activity information. • The Activities Team engaged with those unable to attend meetings, ensuring everyone’s voice was heard. • Personalised wish lists introduced to guide one-to-one activities. • Unit-based activity programmes co-created with service users and colleagues.
“People enjoy the interaction with staff during the daily trolley rounds. Simply having a chat has been especially positive for those who prefer to stay in their room. This was highlighted in our service user meetings.”
How Maypole Grove improved communication and engagement
Q: I know what activities are planned in my home
Q: The staff listen to me
55% agreed (2023)
67% agreed (2023)
We did: • Active support training for the Activities Team and Home Manager. • Whole-home approach to activities, making meaningful engagement part of daily life. • Weekly activities planner, handed out on a Monday morning for the week ahead. • Daily engagement trolley with fruit, smoothies, snacks, and newspapers to encourage conversation and interaction.
96% agreed (2024)
“I’ve been cooking more in the home this year, which I love. I’ve also started playing snooker at the local pub - and I’m getting really good at it!”
92% agreed (2024)
92% agreed (2024)
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2024 families and friends survey 93% said they were likely to recommend Exemplar Health Care if they were looking for similar care for a loved one (2% increase since 2023)
109 family members and friends responded to the survey
99%
93%
said that staff are kind and respectful (3% increase since 2023)
said they’re happy with the care provided (4% increase since 2023)
95%
77%
90%
feel their loved one is safe in their home (2% increase since 2023)
said they receive enough communication from the home (4% increase since 2023)
said staff listen to them (2% increase since 2023)
99%
83%
96%
said they can discuss any issues with staff (11% increase since 2023)
said they’re involved in decisions about their loved one’s care (stayed the same since 2023)
said they can have private time with their loved one (1% increase since 2023)
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‘Life skills toolkit’ for Activities Teams Meaningful activities should be a daily focus, with opportunities to participate in various activities and connect with different people throughout the day. The ‘Life skills toolkit’ helps Activities Teams put practices and initiatives in place to embed effective service user engagement in everyday home life. There are three workbooks in the toolkit that cover the standards required to achieve a bronze, silver and gold award.
30 13 13
Activities Teams achieved the ‘Bronze’ award
Activities Teams achieved the ‘Silver’ award
Activities Teams achieved the ‘Gold’ award
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Homes that have achieved the ‘Life skills toolkit’ awards
Bronze award
Silver award
Gold award
“We’ve now got activity suggestion boxes on each unit, so the team knows what activities everyone wants to do.” Leanne at Quarryfields
Acer Mews Adswood Lodge Blackmoor Bridgewood Mews
Maypole Grove Meadowcroft Otterburn Parkside Potters Green Roseside
Brook View Dearnevale Edgewater Fairburn Vale Fairwinds
“Activities are really good. There are more opportunities to go out and a wider range of activities to choose from.” Neil at Yarningdale
Quarryfields Ravensdale The Lodge Ribble View
Greenside Court Kavanagh Place Lakeview Longley Park View Lonnen Grove Marmaduke
Shire Oaks Court St Andrew’s Court Thames House
“It’s changed ways of working for us, and helped us to support and adapt to different people’s needs.” Dawn, Activities Coordinator at Greenside Court
Willowbeck Yarningdale
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The question is not “Which activities can they join?” but rather “How can I assist them in participating right now?” About the training Person-centred active support focuses on providing the right level of assistance to enable individuals to actively participate in meaningful activities and relationships. This approach empowers people to gain more control over their lives, build their independence, and be more included as valued members of their communities, regardless of their intellectual disabilities or additional challenges. With the appropriate support, everyone can engage in the activities around them and take more control of their lives, even if they don’t yet have all the necessary skills. The training includes: • Values in action: how people apply our organisation values into their everyday practices • Meaningful engagement and relationships • Graded assistance to actively support people
Active support training
Active support is a person-centred approach that empowers and enables people to participate in their own lives and be involved in activities they choose. It’s based on the principle that every moment presents an opportunity, and every aspect of life at home and in the community offers a chance, for engagement.
424 colleagues have completed active support training
“Martin wanted to build his independence. We developed an activity script with him to support him
to make his own cup of tea. He’s mastered this, so much so, that he no longer needs to use his activity script. He makes his own cup of tea and also makes drinks for others in the home.”
Sal, Activities Coordinator at Adswood Lodge
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Meet Abi How being an ambassador has helped Abi enjoy life again At 15, Abi was diagnosed with vascular Ehlers-Danlos syndrome (EDS), which causes daily pain and dislocations. After a spinal injury, she lived in an NHS rehabilitation centre, but it wasn’t the right fit, and her mental health declined. Abi then moved to Maypole Grove, where she was initially nervous to even get out of bed. But with support from the team, she regained her confidence. Abi is now home’s Service User Ambassador, representing her peers on the Service User Council and taking on various roles around the home. She’s organised events like a summer fete, weekly cinema club, and fundraising day for the Huntington’s Disease Association.
“Being an ambassador has helped
me connect with other residents, and I’ve made lots of new friends. I help staff with the menus and talk to people who are bed- bound. I’m also starting a monthly Q&A with staff to help everyone get to know each other.”
“I’m so grateful for the opportunities they’ve given me to enjoy life again. I do things now that I never thought I’d be able to do.”
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Make a referral 01709 565777 referrals@exemplarhc.com www.exemplarhc.com/referrals
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