A new initiative at Essex Partnership University NHS Foundation Trust (EPUT) is helping to change patient care on its mental health wards by strengthening the connection between clinical teams, patients, families and carers.
Family and carer ambassadors (FCAs) have been introduced on inpatient wards to advocate for families and support them through the care and treatment of their loved ones. They all have personal experience of mental health services, for example, as a patient, or as a carer for a relative or friend. Or they may have extensive experience of working with relatives, carers and services.
Adedamola Adegoke works across Willow and Cedar wards at Rochford Hospital as an FCA, and she brings both personal and professional experience to the role. As someone who supported a loved one through mental health challenges, she understands the emotional toll on families – and how critical their involvement is in the care of patients on the wards.
“When families feel confident and informed, patients respond better to treatment,” says Adedamola. “They feel safer, more motivated, and more connected. My job is to help create that bridge.”
The family and carer ambassador role is part of the Trust’s new Time to Care staffing model, which places greater emphasis on therapeutic, recovery-focused care that includes carers and families as key partners. Working closely with multidisciplinary teams (which could include psychiatrists, nurses and social workers, amongst others), FCAs help ensure that family perspectives are heard and acted upon. They also support relatives with emotional reassurance, care navigation, and practical guidance.
“One example of the impact we can have on families and patients has stuck with me. I helped rebuild trust between a patient and his mother following a difficult admission. By facilitating communication and encouraging family attendance at ward reviews, I helped both parties understand each other’s intentions – leading to improved contact, emotional healing, and stronger cooperation with the care team” Adedamola said.
“When patients know their families are involved, they’re more likely to accept treatment, attend ward reviews, and feel secure,” she adds. “Families also gain the confidence to support their loved ones after discharge, which is vital in preventing or reducing re-admission.”
The new FCA role also helps clinical teams by easing pressures. While clinicians focus on assessments and care planning, FCAs handle family concerns, emotional check-ins, and coordination for meetings.
Willow and Cedar wards, both recovery-focused units for adults with acute mental health needs, are early adopters of this innovative model. Staff have embraced the change, with FCAs now recognised as essential members of the care team.