A powerful reminder of why listening to people with lived experience is at the heart of creating intentionally inclusive care.

We were delighted to meet Theresa and Samir from Transform Housing & Support, who joined us to facilitate a focus group with five people who are experiencing homelessness or are vulnerably housed. Together, we explored what helps people access healthcare, the barriers they face, their experiences of palliative care and bereavement, and what compassionate care looks and feels like.

It was an emotional, honest and incredibly thought provoking conversation. One message came through clearly. Empathy and compassion are always needed. We also heard how important support workers and people’s “chosen family” are throughout both living and dying. For many, these relationships provide safety, advocacy and connection when traditional family networks are limited or absent.

The discussion was also a reminder that underserved groups are not separate from our community. They are our community. At least one person in the room is likely to have palliative care needs within the next year, and at least three participants had previous experience of our services and were living with bereavement. Their stories challenged us to continue asking ourselves, “How can we reach people better?” and “What more can we do to make our services accessible and welcoming for everyone?”

This work forms part of a wider programme exploring the needs of underserved communities across our care area, and we are looking forward to our next workshop with the team at Rentstart Elmbridge as we continue to learn together.

We also had the pleasure of welcoming our friends from Involve Kingston to complete our Choices and Wishes: No Barriers Here workshop. Together, we explored conversations about death, dying and illness in an open, accessible and creative way. Participants reflected on advance care planning, cremation, DNAR decisions and what matters most to them, creating some beautiful and deeply personal pieces along the way.

One participant shared a reflection that captured exactly why these conversations matter.

“When my Dad died, we did not know what he wanted… now my family will know what I want.”

Involve Kingston are working with us (alongside other people with lived experience, carers and professionals) to co design our Charter for People who are Neurodivergent, or have a Learning Disability and Autistic People. Building trusting relationships has been fundamental to making this work meaningful and intentionally inclusive, ensuring people’s voices are not only heard but shape the way we work.

Perhaps the most powerful message from the workshop was simple and clear.

“Don’t ignore me. ASK ME FIRST.”

As we reflect we are reminded that inclusion is not about making assumptions or designing services for people. It is about working alongside people, listening with curiosity, valuing lived experience and recognising that every person deserves to be heard, respected and involved in decisions about their own care.

A huge thank you to Theresa and Samir from Transform Housing & Support, everyone who so generously shared their experiences, our colleagues at Involve Kingston and all of our partners who continue to work alongside us. Your openness and willingness to help us learn are shaping more compassionate, accessible and person shaped care for everyone in our community.