Inclusive communication: a tool for service innovation

Shute, Rebecca, Davies, G, Clee, S, Coupland, T, Melton, Jane and Forsyth, K (2021) Inclusive communication: a tool for service innovation. British Journal of Healthcare Management, 18 (1). pp. 19-26.

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There is global acknowledgement of the need to improve services for those experiencing mental illness, with learning disabilities or those who abuse substances (WHO, 2010). Government policy in the UK also outlines the importance of using resources efficiently, improving access to services and driving up quality (Darzi, 2009). Organisational transformation of this nature can create uncertainty, not only for those working within the service but those accessing services and wider stakeholder. This paper proposes that effective communication is a crucial ingredient of successful change and a tool that can be used in to support transitional change and those that may be affected but it. The paper describes the underpinning communication theories used by an NHS Foundation Trust in the United Kingdom to develop an effective, inclusive communication strategy to support a service delivery innovation.

Item Type: Article
Article Type: Article
Uncontrolled Keywords: Change Management; Communication; Mental Health Services, Trends; Quality of Health Care, Trends
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management > HD58 Organizational behavior, change and effectiveness. Corporate culture
Divisions: Schools and Research Institutes > School of Health and Social Care
Research Priority Areas: Society and Learning
Depositing User: Susan Turner
Date Deposited: 28 Jun 2021 11:43
Last Modified: 01 Aug 2021 21:55

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