Supporting effective engagement when redesigning health and social care services

Supporting effective engagement when redesigning health and social care services


Health and social care providers are
required to work effectively with people when they’re reviewing or redesigning
health services. Effective engagement when proposing changes to services means working with people who use, or may use, services to ensure that they: understand the reasons for change, have had the opportunity to ask questions, and feel their views have been listened to and taken into account. Health and social care providers should focus on 4 key areas to ensure they engage effectively
when proposing changes to services: 1) Involve those people who use the
services or who may be affected by any potential changes as early as possible.
This should, where possible, be part of ongoing engagement and become more
focused to inform the development of any proposed change. Providers should
continue to involve people and communities and keep listening to their
views throughout the process. 2) Ensure all information provided to the public is accurate, balanced and easy to understand. Information should be readily available
to the public and provide enough detail for people to understand the reasons for
change and to reach an informed view. Providers should also explain how people
can influence the decision making process. 3) Give people enough time to read
and reflect on the information provided, participate in engagement events, and
provide their views and feedback. Information should be provided in
different ways to support people to have their say – for example, through social
media, meetings with the public and news articles. 4) Explain who will make the final
decision on a service change proposal and be clear about what information will
be taken into account. Providers need to demonstrate how they have considered and responded to people’s feedback when they make their final decision. To summarise, health and social care providers should involve people early; make information
readily available; give people enough time to participate; and explain the
decision making process. The Scottish Health Council supports the
engagement of people and communities in shaping health and social care services
and this includes supporting providers to focus on these areas when redesigning
services. Find out more at:

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