Service User Ambassadors Inspire Delegates At Nursing Live
Residents from Exemplar Health Care made history at this year’s Nursing Live conference, becoming the first people with lived experience to host a full panel session.
Their session, Lived Experience, Lasting Impact: Residents Leading the Way, captivated a packed audience of more than 120 delegates in the Learning Lab theatre. Demand for the session was so high that seating had to be closed off, with attendees gathering wherever they could to listen in.
The talk was led by three of Exemplar Health Care’s Regional Service User Ambassadors. Dave from Willowbeck and Alex from Maypole Grove both took to the stage, while Adam from Greenside Court participated via video to help further bring the group’s message to life.
Together, they shared their deeply personal stories, exploring the importance of co-production in social care and why people’s voices must be heard, valued, and acted upon. Their presentation built on Exemplar Health Care’s Service User Engagement Strategy – an approach that empowers people living in its homes to lead the way in shaping care delivery, training, and organisational policy.
Dave shared his moving story of recovery following a brain stem stroke sustained in a skiing accident. He reflected on his journey from the early days of communicating through eye blinks to becoming a public speaker (helped by eye gaze technology) and advocate for others.
“It’s important to remember there will be some of us who need you to speak up for us. In my experience, there seems to be a bit of a myth that you shouldn’t speak on behalf of someone. In my book, your knowledge of an individual is just as important as anyone else’s, and your knowledge of them should include when they will appreciate you sharing it.”
His talk explored what true person-centred care looks like in practice, emphasising that small, human acts of inclusion and understanding can profoundly change how someone feels about their care.
“I remember being asked for some suggestions for a nice walk in the hills or being asked for help with another service user’s computer because someone thought to ask if I might be able to help. It added to the sense that I could participate in the world, like I can make a contribution.”
Adam’s story, shown on screen, told of his remarkable recovery and personal growth after his life was changed by a brain injury caused when his drink was spiked at a party. He described his journey from losing all mobility and speech to rebuilding his confidence and finding purpose through the Ambassador programme.
“Becoming an ambassador made me feel important again. I’ve gone from needing help with everything to helping others. I never thought I’d have a voice again, but now, I use it to make a difference.”
For Alex, the event marked a personal milestone. Once nervous about public speaking, she delivered her part of the presentation with warmth and confidence, sharing how the ambassador role has helped her rebuild her independence and self-belief.
“My family didn’t think I’d get any better, but when I came to Exemplar Health Care everything changed. The team take me to Download Festival every year and help me keep doing the thing I love. It’s a full-on week but I get to see my friends and have fun. The Ambassador role has also changed my life. I’d never had the confidence to speak in front of anyone really, and now look at me, in front of all of you!”
Following the session, audience members described the talk as “moving”, “inspiring” and “a highlight of the conference”, with many approaching the speakers afterwards to thank them personally for their honesty and insight.
Sophia Feurtado, Service User Engagement Manager at Exemplar Health Care, said:
“This was a truly landmark moment – not just for Exemplar Health Care, but for the social care sector as a whole. Our ambassadors spoke with courage and authenticity, and the response in the room was incredible. Their stories remind us that the people we support are experts by experience, and that listening to them can change how we provide care for the better.”
Lianne Ford, Head of Nursing at Exemplar Health Care, who introduced the session, added:
“We talk often about person-centred care, but to see it led by the very people who experience it every day was extraordinary. Dave, Alex and Adam embody what co-production really means in practice.”
