When Nazila Husanovic-Gladwyn began her position as a Family and Carer Ambassador at Essex Partnership University NHS Foundation Trust, she discovered more than employment - she found her true calling.
From Personal Experience to Professional Purpose
Family and Carer Ambassadors are individuals with direct personal experience who provide both practical assistance and emotional support to families and carers of people with complex mental health needs. Their crucial work ensures that family perspectives are properly heard and acted upon, helping to build stronger connections between patients, their loved ones, and clinical teams.
"I love that I can use my personal experience to help others," Nazila explained. "It feels great knowing that I'm making a difference. Caring has the gift of making the ordinary special."
Based at Beech Ward in Rochford Community Hospital, which specialises in older people's mental health inpatient services, Nazila's journey to this position was shaped by both professional background and deeply personal experiences. Having worked at Southend Hospital since 2020, she immediately felt drawn to the FCA role when she saw it advertised.
A Life Shaped by Compassion and Understanding
Nazila brings profound empathy informed by her own life journey. Having survived the Bosnian war during childhood and later experiencing postnatal depression and PTSD, she possesses first-hand understanding of trauma's impact and the critical importance of compassionate support.
"People sometimes ask why I do this job," she says. "It's because I understand suffering and I know how much difference compassion can make."
In her ambassador role, Nazila serves as the essential connection point between patients, their families, and clinical teams. She makes initial contact with families when a patient is admitted, provides regular updates, answers questions, and helps relatives navigate the healthcare system.
Transforming Patient and Family Experience
"Imagine your loved one has been admitted and you can't get through to the ward - I'm the person who answers that call," she clarifies. "Families have my number, and I update them, book visits, and keep them informed. They often tell me they wish every ward had someone like this."
Her presence significantly reduces pressure on clinical staff, enabling nurses and doctors to concentrate fully on patient care while ensuring families receive the communication and reassurance they desperately need.
Nazila actively contributes to multidisciplinary team meetings concerning patient care, which may include psychiatrists, psychologists and occupational therapists, offering invaluable insights gathered from her conversations with families.
"Families know their loved ones best," she emphasises. "By understanding their history, triggers, and what's important to them, we help build a clearer picture and that helps us provide better care."
Nazila's dedication frequently extends well beyond expected duties. She recalls one particular patient admitted from oncology who was approaching end of life and wished to spend her remaining time with family.
"I worked with the consultant and palliative care team to make sure she could be moved to a care home to be with her loved ones," Nazila remembers. "By Monday morning, she was there. That's what this job is all about - doing everything possible to make sure people are treated with dignity and compassion."
Having faced her own mental health challenges as a mother, she understands the profound impact that even small acts of kindness can achieve. Nazila firmly believes every ward should have a Family and Carer Ambassador.
"Elderly patients don't always understand or remember what's being said, and their families deserve to be informed and respected," she explains. "This role makes sure that happens."
As Nazila beautifully expressed: "Doing good and making a difference feeds my soul. I'm proud to be part of something that helps people feel heard, supported, and cared for."
Family and Carer Ambassadors play a fundamental role in the ongoing transformation of mental health services at EPUT, ensuring that people with lived experience and patient voice remain central to service delivery.
