When it comes to person-centred care, we believe that the people we support are best placed to advise on what will make a positive difference to their lives.
That's why we encourage individuals, or groups of individuals, to come together to influence the way our services are designed and delivered.
At the heart of our commitment to co-production, is our Service User Council - a collective of ambassadors from each of our care homes who come together to make important decisions about their home and the wider organisation.
Service user engagement impact report 2025-16: co-producing better care, together
Our ‘Service user engagement impact report 2025-26’ highlights how residents are driving real change across Exemplar Health Care.
From improving mealtimes and supporting recruitment, to leading events and shaping new initiatives, residents are helping influence the future of care at both home and organisational level.
Through personal stories and real examples, the report highlights the impact of our co-production approach over the past year.
It explores the growing role of our Service User Ambassadors, resident-led projects like ‘The Exemplar Express’ newsletter, and how listening to feedback is helping us deliver more personalised, meaningful care.
Service User Council
Each of our care homes has a Service User Ambassador who take on roles in their home and leads on activities and projects across the company.
They also act on behalf of their fellow residents on their regional Service User Council.
The councils meet every month to share feedback and ideas, and lead on a range of projects such as:
enhancing the dining and mealtime experience
co-producing colleague induction and training
trialling and developing the specification for new digital technology.
Regional Service User Ambassadors
In 2024, we introduced the Regional Service User Ambassador role.
These ambassadors lead their own projects and mentor new ambassadors in their region.
They also represent the Service User Council, and present their personal stories and feedback, at national meetings such as:
Clinical Nurse Manager forums
Home Manager conferences
quarterly ‘An audience with the Exec’ meetings
Service user roles
Having a role promotes a sense of purpose, pride and confidence.
We support people to take on roles in their home and the wider company, when they wish.
There are lots of roles people can get involved in, including:
being a tour guide for visitors
chairing service user meetings
delivering newspapers and post
gardening
interviewing job candidates
inducting new colleagues
running the home's cafe or tuck shop.
Explore care homes across England for adults with complex needs.
Get in touch to discuss a complex care placement for someone you support.
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Reach out with questions about care placements, jobs, or general enquiries.