Service change resources

Service change resources

We have produced resources to help NHS boards and integration authorities effectively engage with patients, carers and the public in planning and developing local services.

Our Service Change Team can advise on using this guidance and applying it to specific circumstances.

Identifying 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.

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Effective engagement

Robust planning is key to restarting community engagement when considering changes to health and care services

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Communication and engagement plan template

This template will help you to plan your communication and engagement activity

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The service change process

This flowchart describes the key steps in the service change process which NHS boards should follow to involve people in decisions about local services.

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Supporting 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.

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Identifying major service change

Some questions to help NHS boards consider whether a proposed change to a service could be considered 'major'

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Tips for effective engagement

Having supported over 300 service changes we have identified our top tips for effective community engagement

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What is an option appraisal?

This animation explains how an option appraisal fits into the wider engagement process which NHS boards are required to go through

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Involving people in option appraisal

A guide for boards who are planning events to involve people in option appraisal

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Impact assessment

Impact assessment lets NHS boards check that their policies, practices and services do not inadvertently exclude or discriminate against groups of people

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Using social media to support service change

Social media and online technology can complement traditional methods of informing, engaging and consulting people when planning and carrying out NHS service changes

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Benefits 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

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Understanding the impact of changes

This short animation explains how impact assessment fits with the wider planning informing and engagement process.

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