By Lisa Maynard-Atem, PSS Board apprentice
Board meetings are often seen as formal, structured, and perhaps a little rigid. Attendees are typically senior leaders and decision-makers, gathered around a large table discussing strategy, budgets, and organisational priorities. But my recent experience with PSS—a social enterprise dedicated to supporting people to live the lives they want—shattered that traditional image in the most beautiful way.
What I witnessed was not just a board meeting. It was a masterclass in co-production, inclusion, and human-centred leadership. It was a board meeting with a difference.
Everyone Gets a Seat at the Table
One of the most striking elements of the PSS board meeting was the presence of the people they support, individuals who volunteer as quality checkers for the organisation. These quality checkers play a crucial role in ensuring that the services PSS provides are effective, meaningful, and aligned with the needs of those they support. Their input is not tokenistic—it is valued, listened to, and acted upon.
‘What I witnessed was not just a board meeting. It was a masterclass in co-production, inclusion, and human-centred leadership. It was a board meeting with a difference.’
Unlike many traditional board meetings, where voices outside of senior leadership are rarely heard, this meeting felt like a true collaboration. The atmosphere was warm, open, and encouraging. People—regardless of title, role, or lived experience—were given space to share their thoughts and insights. As one of the quality checkers beautifully put it, “everybody gets a seat at the table.”
That phrase has stayed with me. It’s one thing to say everyone has a seat at the table, but it’s another to see it in action. To see people—who might not typically be present in decision-making spaces—not only sitting at the table but also being heard, acknowledged, and celebrated, was deeply moving.
‘They Treat Me as a Person, Not a Patient’
The impact of PSS’s approach was clear in the feedback shared by the quality checkers. One comment that stood out was: ‘They treat me as a person, not a patient.’ It’s such a simple yet profound statement.
So often, people who access support services are seen through a singular lens of their ‘needs’ or ‘conditions’. But at PSS, the focus is on the whole person—their humanity, individuality, and potential. They are not reduced to a diagnosis or a service user ID. This ethos came through so clearly during the meeting, and I’m sure it’s a significant reason why the quality checkers are so passionate about their roles.
Another quality checker reflected on how being involved made them feel ‘useful’. They shared that they loved being part of an environment where ‘everyone who comes through the doors is accepted, respected, and made to feel included’. This kind of inclusive culture is not something that happens by accident—it’s intentional, and it’s clear that PSS prioritises this at every level of the organisation.
Valuing carers beyond the sentiment
One of the most poignant moments of the day was hearing from a carer. Carers are so often the unsung heroes of the health and social care system. They provide essential support to loved ones, often sacrificing their own wellbeing, careers, and social lives in the process. Yet, they’re rarely seen or valued as individuals with their own dreams, needs, and identities.
During the PSS board meeting, one carer’s words resonated deeply: ‘PSS makes me feel like I’m not just a carer.’ The weight of that statement hit me hard. How many carers walk through life feeling ‘just’ like a carer? As though their identity has been consumed by their caring responsibilities. It’s a role of love, patience, and sacrifice, but it’s also a role that deserves respect, support, and visibility.
‘How many carers walk through life feeling ‘just’ like a carer? As though their identity has been consumed by their caring responsibilities. It’s a role of love, patience, and sacrifice, but it’s also a role that deserves respect, support, and visibility.’
PSS’s recognition of carers as whole people—not just in relation to the person they support—is something I’d love to see adopted more widely. Carers should never feel like they are ‘just’ anything. They are advocates, emotional anchors, and life-changers. The board’s approach to welcoming the voices of carers into the space, giving them the chance to share their experiences and be seen as equals, is something I’ll remember for a long time.
The Power of Co-Production
Co-production is a term often used in the social care and public sector space, but its true meaning can get lost in the jargon. Simply put, co-production means creating something together—not for people, but with them.
At PSS, co-production isn’t just a buzzword—it’s embedded in the organisation’s DNA. The quality checkers don’t just provide feedback; they help to shape services. Their perspectives are integral to PSS’s strategy, ensuring that the organisation’s support is guided by lived experience, not assumptions.
One of the topics of discussion during the meeting was how to create more synergy between the board and the quality checkers. This was exciting to hear. Too often, the gap between strategic leadership and frontline feedback is vast, but here, the commitment to bridge that gap was tangible. It’s one thing to say you’re committed to co-production—it’s another to actively explore how you can do it better.
Why This Board Meeting Stands Out
I’ve attended many board meetings in my career, but this one was different. It’s rare to see a board meeting where everyone—regardless of their title, role, or lived experience—has an equal platform to be heard. It’s even rarer to see board members actively making space for others, not dominating the conversation but genuinely listening with empathy and intent.
The openness of the board to not only hear the feedback from the quality checkers but to embrace it, reflect on it, and ask, ‘How can we do more of this?’ was inspiring. It’s easy for organisations to say they’re committed to change, but PSS’s board was living it in real-time.
Final Reflections
This experience has shifted my perspective on what a board meeting can be. It’s reminded me of the power of humility, empathy, and openness in leadership. When people feel seen, heard, and valued, something remarkable happens—they thrive. And when carers feel like more than ‘just’ carers, when quality checkers feel useful, and when board members sit in spaces of learning and reflection, it’s not just good governance—it’s transformational.
‘I’d love for other organisations to consider, it’s this: Never underestimate the power of inviting people into the room and listening to them with intent.’
PSS is showing us that there is another way to lead—a way that puts people at the heart of decision-making, not as an afterthought but as an integral part of the process. I’m grateful to have witnessed it. I’m grateful for the quality checkers, carers, and board members who showed me that everyone truly can have a seat at the table.
If there’s one takeaway I’d love for other organisations to consider, it’s this: Never underestimate the power of inviting people into the room and listening to them with intent. Real change happens when you’re willing to do that. PSS isn’t just talking about co-production—they’re living it, and I’m honoured to have seen it in action.