After falling 35 feet, Alex’s life changed overnight. She sustained a spinal cord injury and multiple fractures, and she also lives with autism spectrum disorder, epilepsy, and insulin-dependent diabetes - meaning her care needs are complex and highly specialised.
Before moving to Exemplar Health Care, she experienced placements that couldn’t fully meet her needs or truly understand her.
When she arrived, she was frightened, overwhelmed, and describes herself as “pretty much non-verbal”, unable to leave her room.
Today, Alex is confident, independent, and using her voice to influence change as a Regional Service User Ambassador.
With the right support, she’s rebuilt her confidence, returned to the festivals and interests she loves, and is living life on her terms again.
Starting with trust
The first focus was helping Alex feel safe.
The team spent time getting to know her, from metal music and ghost hunting shows to extreme sports and the X Games.
They supported her to personalise her room and gave her meaningful choices each day, restoring a sense of control.
Consistent routines, from a familiar and stable team, helped reduce uncertainty and build trust.
Care that understands the whole person
Alex’s care is nurse-led and tailored around her complex care needs.
The team supports her to manage seizures, monitor her health, and safely self-administer insulin and medication.
Visual “feeling cards” and clear communication approaches help her recognise emotions before they escalate.
Predictability and consistency mean she no longer feels constantly on edge.
“I really thought it wasn’t going to get any better than watching TV in a room. Now, it’s very person-centred care here, and I can get on with making memories and doing my life.”
From her bedroom to Download Festival
As Alex’s confidence grew, so did her world. She began leaving her room, socialising with others, and rebuilding her independence step by step.
She now goes shopping, cooks her own meals, and continues working towards standing goals by strengthening her upper body.
With thoughtful planning and positive risk-taking, she’s returned to Download Festival each year - reconnecting with a huge part of her identity.
Leading change as a Service User Ambassador
Alex didn’t just regain independence, she found purpose.
She became a Regional Service User Ambassador, delivering training, speaking at conferences, and influencing practice across the organisation.
Through the Ambassador network, she’s built friendships with other younger people in care and rediscovered her confidence. Standing in front of professionals and sharing her story is something she never imagined doing.
“I feel useful again, and like we’re actually making a difference. Being an Ambassador makes me feel like I’m not just a person in a wheelchair - I can help other people. That makes me feel valued.”
Headlining her next chapter
Alex wants to keep building her independence and progressing towards her standing goals.
She’s determined to grow her Ambassador role even further and continue using her voice to help others.
Most of all, she wants to keep making memories, going to gigs, and living life on her terms. And now, she absolutely is.