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Deep value: a literature review of the role of effective relationships in public services
- Authors:
- BELL Kate, SMERDON Matthew
- Publisher:
- Community Links
- Publication year:
- 2011
- Pagination:
- 72p.
- Place of publication:
- London
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.
What comes around goes around: on the language and practice of 'integration' in health and social care in Scotland
- Authors:
- BELL Kate, KINDER Tony, HUBY Guro
- Journal article citation:
- Journal of Integrated Care, 16(4), August 2008, pp.40-48.
- Publisher:
- Emerald
Rhetoric and reality lead separate lives when it comes to integrating health and social services in Scotland, and it is making planning and implementation difficult for practitioners of integration. This article is a collaboration between a practitioner and two academics who teach, research and write about integration. It explores the views of other integration practitioners about the policy, language and nature of integration, and the issues practitioners are currently grappling with, especially how the policy language of 'integration' fails to connect with integration in practice. It appears that 'integration' has less to do with broad policy aspirations and principles of service (re)organisations, than with the specific aims, objectives and outcomes of individual projects delivered in very specific circumstances. Acknowledging the localisation of integration, and allowing the time for productive problem solving which can generate a new language, ought to be essential elements of integration.