Improving the experiences of people who use services

This briefing looks at what the vanguards have been doing to improve the way people experience and interact with health and care services, and shares the lessons that other organisations and partnerships can take from the vanguards’ experiences | NHS Providers


This final briefing in the Learning from the new care models series highlights how the vanguards are improving the experiences of people using services and their families.

The briefing looks at the work of the vanguards in the following areas:

  • Coordinating care around peoples’ needs
  • Ensuring people receive high-quality care wherever they are
  • Specialist care closer to home
  • Reducing the need to travel
  • Directing people to the right care, faster
  • Supporting people to manage long-term conditions
  • Supporting people to develop self-confidence
  • Tailoring care for people with the greatest needs
  • Making access to urgent care as simple as possible
  • Promoting health and wellbeing among people and communities
  • Helping people connect
  • Supporting carers to stay well
  • Working with people to design services that work for them

Full briefing:
Learning from the vanguards: improving the experiences of people who use services


Long-term sustainability of the NHS and social care

Government response to the report on long-term sustainability of the NHS and adult social care | The Department of Health and Social Care  

This paper responds to the Lords Select Committee report stating that significant efficiencies will be needed to make the NHS and social care system sustainable for the long term.

The original report made 34 recommendations in the areas of:

  • service transformation
  • funding the NHS and adult social care
  • innovation technology and productivity
  • public health, prevention and patient responsibility
  • lasting political consensus


Full document: Government response to the Lords Select Committee report on Long-Term Sustainability of the NHS and Adult Social Care| The Department of Health and Social Care


Developing People – Improving Care

One year on from the launch of the Developing People- Improving Care, this report  highlights how leaders across health and social care have implemented the framework | NHS Improvement

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In 2016, thirteen organisations from health, social care and local government came together to create the Developing People Improving Care framework, based on national and international research, and conversations held with people across the health and care system.

One year on, this publication highlights some of the work taking place, demonstrating the steps people are already taking to ensure systems of compassion, inclusion and improvement, are at the core of the health and care system.  The report also sets out plans for the year ahead.

Full report: Developing People- Improving Care


Reconfiguration of NHS services

Reconfiguration of NHS services (England) | The House of Commons Library

This document summarises recent policy developments and trends, the involvement of the public and local authorities in the reconfiguration process, and the major drivers of change.


A systems approach to health and care design

A more holistic or ‘joined-up’  systems approach to health and social care provision could help  transform the way these essential services are delivered and address the needs of a changing patient population | Royal College of Physicians

The Royal Academy of Engineering, the Academy of Medical Sciences and the Royal College of Physicians have published Engineering better care: a systems approach to health and care design and continuous improvement.

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This report explores how an engineering approach could be applied in health and social care to develop systems that meet the needs of patients, carers and NHS staff.  It presents a framework to support ongoing work in service design and improvement in health and care.  It found that more widespread application of a rigorous systems approach to health and care improvement, has the potential to have a transformative effect on health and care.

Full document: Engineering better care: a systems approach to health and care design and continuous improvement.



Transformational change

Leading Large Scale Change: A practical guide | NHS England Sustainable Improvement Team | NHS England Horizons Team

This guide from NHS England has been produced to help all those involved in seeking to achieve transformational change in complex health and care environments. This is a fully revised update of the original 2011 publication, responding to current health and care policy and practice, and introducing new concepts, tools and techniques to help deliver successful large scale change. It is relevant to all those involved in transformational change programmes such as Sustainability and Transformation Partnerships (STPs) and the development of new care models, and has relevance across public services.

The publication includes:

  • Updates on the leading transformational change models
  • The latest thinking from national and global improvement
    experts and change leaders
  • New tools, techniques and tips to help effectively progress
    large scale change programmes
  • Case studies and learning that will help leaders and
    change agents in health and care and across public
  • Signposting to a host of new online resources including
    videos, presentations and digital media links.

Full document: Leading Large Scale Change: A guide to leading large scale change through complex health and social care environments

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Accountability of partnership working

Scrutiny: the new assurance?  A good governance discussion document. |The Good Governance Institute 

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As collaboration and partnership working need to become more streamlined, more strategic and more effective, organisations spending public monies should be constantly redefining their roles and responsibilities, searching for constant improvement. This paper looks at scrutiny across a number of organisations, as all four home nations are seeking better outcomes by the alignment of health, social care and other funders and providers.

Download the publication here