Nothing About Us Without Us: Co-producing a Nurse-Led Live Chat Service with People Affected by Dementia
Lunchtime Sessions 1
17 November, 2026 1:20 – 2:05 pmElectronic Posters
Helen Green
Deputy Clinical Lead Helpline and clinics
Dementia UK
Vic lyons
Head of digital service delivery and dementia at work
Dementia uk
Summary
In 2024/25, Dementia UK’s Admiral Nurse Helpline recorded 41,762 direct contacts from people affected by dementia seeking specialist advice, practical guidance and emotional support. While telephone support remains highly valued, not everyone is able, willing or comfortable to access support in this way.
To improve accessibility and reach more people affected by dementia, Dementia UK has developed a nurse-led live chat service, enabling individuals to connect directly with specialist Admiral Nurses through a new digital channel. The service aims to complement existing support pathways and reduce barriers for people who may find telephone conversations difficult, including people living with dementia, those who are hard of hearing, individuals experiencing anxiety about making contact, and those who need a more discreet or flexible way to seek help.
What makes this initiative distinctive is its co-production approach. From the outset, Admiral Nurses, people living with dementia and family carers have worked together to shape the service. Through engagement with Dementia UK’s Lived Experience Advisory Panel (LEAP) and Lived Experience Advisory Network (LEAN), people affected by dementia informed key decisions about accessibility, trust, transparency, response times and the overall user experience.
Co-produced by Admiral Nurses, people living with dementia and family carers, this project demonstrates how digital innovation can increase access to specialist support while maintaining the human connection at the heart of dementia care. This presentation will share lessons from the development process, including governance, workforce preparation, service design and evaluation planning, offering practical insights for organisations seeking to improve access to support through meaningful co-production.