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Sue puts 18 years of experience into improving NHS services

17 Jul 2018

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Sue Ben-Abraham, from South Devon, has more than 18 years' personal experience of health and social care services, looking after her late mother who had Parkinson's and her daughter who has a complex medical condition.

Sue is part of the Experts by Experience programme conducting inspections on behalf of the Care Quality Commission (CQC) alongside their inspectors. Experts speak to people using services and their family or organisations that support them, as well as observing how services are delivered and speaking to staff. Their findings are used to support the CQC inspectors’ judgements on services and may be included in inspection reports.

Sue’s extensive experience of health and social care services led to her recently gaining a more enhanced role with the Experts by Experience programme as an Insight and Engagement partner.

Sue said: “I have fought hard to get the best outcomes possible for my mother and daughter and I am experienced in liaising with health and social care professionals on a regular basis. I became an Expert by Experience (ExE) in May 2016 and I love my role, both as an ExE and now in my more enhanced role as an Insight and Engagement partner.  

Sue continued: “I join CQC inspectors on events and have completed over 20 inspections so far, including telephone interviews. I was recently invited to CQC headquarters to openly discuss my experiences of what care is like while staying at a hospice with my family. I met some inspiring people that day and felt I was able to provide them with a really good insight of how a hospice works, from a service user's viewpoint.”

The reports the ExEs have contributed to have played an important part in the ratings of thousands of health and social care settings, ensuring that people can make an informed choice when choosing care, and driving up standards in settings where poorer quality of care is being delivered.

Sue added: “I absolutely love being able to listen to others and their stories. As an Expert by Experience, you need to be ready for a lot of action but Remploy are fantastic at getting everything sorted for you.”

To find out more about becoming an Expert by Experience, please email or call on 0300 456 8123.