Deep value: a literature review of the role of effective relationships in public services

BELL Kate, SMERDON Matthew
Community Links
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Deep Value is a term coined by Community Links that captures the value created when the human relationships between people delivering and people using public services are effective. In these relationships, it is the practical transfer of knowledge that creates the conditions for progress, but it is the deeper qualities of the human bond that inspire self-esteem, unlock potential and erode inequality. This literature review sought to develop a better understanding of this by looking at evidence of the role of effective relationship in employment services, education, health and legal advice. This has been supplemented by a broader look at literature on public service reform and psychology. Findings show that: people using public services put great importance on the human relationship with the person providing the service; the elements of what make for effective relationships are strikingly similar across all areas studied in this review; where relationships are effective, they contribute to achieving a range of valuable benefits, and the failure to realise these benefits can be damaging. The report concludes that the effective relationships increase the likelihood of achieving a positive outcome across all of the sectors examined.

Subject terms:
interpersonal relationships, social care provision, user views, education, employment, health care;
Content type:
research review
England, Wales
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ISBN print:
978 0 9567126 2 2

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