"No Family Left Behind": New Case Studies Highlight the Impact of Toucan’s Family Ambassador Service
When a young person is admitted to inpatient mental health care, it can be an emotional and uncertain time for their families and carers. Navigating a new environment, understanding clinical processes, and staying connected throughout recovery can feel overwhelming.
Toucan – the West Midlands CAMHS Provider Collaborative’s Family Ambassador Service works to ensure that parents, carers, and guardians do not have to face this journey alone. The service was developed after families across the West Midlands told us they sometimes felt “excluded, confused, and unsupported” when their child was admitted to inpatient care. Parents described navigating a complex system alone, often during moments of crisis, with inconsistent communication and little emotional reassurance.
A new series of anonymised case studies shines a light on the positive difference the Family Ambassador service makes. The stories show how the team help families and carers overcome practical challenges, access important resources, and offer emotional support. They demonstrate how compassionate communication and steady, family-focused support can lead to smoother admissions, stronger collaboration, and more hopeful recoveries.
One parent told us: “The service was amazing at a time when I really needed support. My Family Ambassador was compassionate and understood where I was coming from.”
In Q1 of 2025, the Family Ambassador Service delivered over 250 support sessions, directly helping 79 families across four inpatient units. 93% of parents and carers said they would recommend the service to others, and 93.3% reported feeling “very well supported.” These findings, taken from a review of the services pilot phase, reflect both the emotional reassurance and practical guidance that families valued most.
Connor Allen, Family and Carer Lead at Toucan, said: “We’ve seen first-hand how emotional reassurance and clear communication can transform the experience for families.
"We’re told that having someone who listens, explains, and walks alongside them every step of the way makes all the difference. It’s not just about information, it’s about empathy, consistency, and lived understanding in a clinical environment that can often feel daunting.”
Since its introduction, the Family Ambassador Service has supported families across the West Midlands to feel more confident, informed, and connected during their child’s inpatient journey. Family Ambassadors play a vital role in reducing anxiety, promoting understanding, and ensuring families feel genuinely included in decisions.
The new case studies not only highlight powerful family stories but also provide a blueprint for change. By embedding lived experience, equity, and co-production at the center of inpatient care, the Family Ambassador model is shaping a more inclusive and compassionate CAMHS system and inspiring interest from other regions seeking to replicate its success.