Inclusive communication: A tool for service innovation

Shute, R and Davies, G and Clee, S and Coupland, T and Melton, J and Forsyth, Kirsty (2012) Inclusive communication: A tool for service innovation. British Journal of Health Care Management, 18 (1). pp. 19-26. ISSN 13580574

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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
Divisions: School of Health Sciences > Occupational Therapy and Arts Therapies
Date Deposited: 21 Feb 2012 12:37
Last Modified: 02 Feb 2017 15:41


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