Service user engagement

Exemplar Health Care’s mission is to make every day better for the people we support, and we do this by putting them at the heart of everything that we do.

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Male service user reading a document with Manager

Life with Exemplar Health Care is all about choice – we encourage and empower people to decide how they want to live, and involve them in decisions that impact the running of the home and the wider company.

Our dedicated Service User Engagement Manager works with teams and individuals across the company to ensure that people actively participate in their own lives and care.

Meaningful engagement and involvement

We believe that everyone should be treated as experts about themselves and their care, and fully informed and involved in their own care and care plan. We’re committed to asking people their wishes and opinions, and take these into account when important decisions are made.

Service User Ambassadors

Each of our homes has a Service User Ambassador who acts on behalf of the residents in the home on the Service User Council.

The Service User Council is made up of ambassadors from each Exemplar Health Care home and members of our Leadership Team. The council meets every month and gets involved in important decisions and projects across the company. 

The Council has been involved in important changes such as developing our service user holiday policy and organising companywide competitions such as our Exemplar Elite Games and Exemplar’s Got Talent.

Annual survey

It’s important that service users and their family and friends have the opportunity to formally feedback about their care and the home, and that we use this feedback to inform and improve our policy and service delivery.

Every year, Exemplar Health Care produces an annual service user survey for each home, to understand their experiences of living in an Exemplar Health Care home.

The results are collated by an independent team, and each home develops an action plan which outlines what actions the home will take in response to the survey findings, and provide regular updates on the plan.

You said, we did

Our homes hold regular meetings and forums for service users and their family and friends to get together and talk, share their experiences, get emotional support and discuss what’s working well and what could be improved.

The outcomes of these meetings and forums are displayed on the ‘You said, we did’ board in each of our homes so everyone can see the changes that we’ve made to improve people’s lives.