Service change resources
We have produced resources to help NHS boards, integration authorities and local councils effectively engage with patients, carers and the public in planning and developing local services.
Our Service Change Team can advise on using these resources and applying them to specific circumstances.
Some of these resources have an animation. To view only the resources that have an animation, click the button below.
Involving people in temporary change
Advice on involving people in a temporary service change (2025)
Find out moreOverview of Engagement Process for service change
The guide summarises key elements and stages of the service change process. Flow charts provide an overview of the quality assurance process.
Find out moreWhat is Service Change?
Health and care services evolve through changes like improved access, new technologies and relocations. Public engagement is essential to include community views and improve public confidence and trust.
Find out moreWhat is an option appraisal?
This animation explains how an option appraisal fits into the wider engagement process which NHS boards and integration joint boards are required to go through
Find out moreTips for effective engagement
Having supported over 300 service changes we have identified our top tips for effective community engagement
Find out moreSupporting effective engagement
To be effective, engagement with communities should involve people early, make information readily available, give people enough time to participate and explain the decision-making process.
Find out moreNationally determined service changes
This paper provides greater clarity about national and local engagement responsibilities for nationally determined service changes.
Find out moreIntegrating service change and impact assessment
Integrating service change engagement, Equality Impact Assessment and Fairer Scotland Duty Assessment
Find out moreUnderstanding the impact of proposed changes on transport and travel
This short animation explains how travel and transport are considered in proposed changes to the location of services.
Find out moreEvaluating engagement in service change
Evaluation considers whether an engagement process has met its outcomes, and what difference engaging with communities has made.
Find out morePotential barriers to engagement
Understanding potential barriers to engagement can help make communication and engagement activities transparent and accessible.
Find out moreUnderstanding the impact of changes
This short animation explains how impact assessment fits with the wider planning informing and engagement process.
Find out moreBenefits of early engagement
Staff from NHS Highland reflect on how members of the public were involved in a major service change, and how engaging people at an early stage helped to shape the final proposals
Find out moreInvolving people in option appraisal
A guide for boards and Integration Joint Boards who are planning events to involve people in option appraisal
Find out moreIdentifying major service change
Some questions to help NHS boards consider whether a proposed change to a service could be considered 'major'
Find out moreCommunication and engagement plan template
This template will help you to plan your communication and engagement activity
Find out moreEffective engagement
Robust planning is key to restarting community engagement when considering changes to health and care services
Find out moreIdentifying and understanding stakeholders
Identifying and understanding the needs of stakeholders – and their potential interest in a topic or redesign of a service – is an essential part of effective communication and engagement.
Find out more