Catherine Mangan

Generating 'good enough' evidence for co-production

Co-production is not a new concept but it is one with renewed prominence and reach in contemporary policy discourse. It refers to joint working between people or groups who have traditionally been separated into categories of user and producer. The article focuses on the coproduction of public services, offering theory-based and knowledge-based routes to evidencing co-production. It cites a range of ‘good enough’ methodologies which community organisations and small-scale service providers experimenting with co-production can use to assess the potential contribution, including appreciative inquiry, peer-to-peer learning and data sharing. These approaches have the potential to foster innovation and scale-out experimentation.

The 21-super-st-century public servant: working at three boundaries of public and private

In a project on the roles and skills of the 21st-century public servant, interviews with public service workers highlighted three boundaries of public and private: relating to ethics, careers and identities. Two contingent factors shape the capacity of staff to be able to reconcile the public and private aspects of their work: the degree of fiscal austerity and the scope for reflective practice. Strategic workforce planning needs to support staff to manage the different versions of public and private.

Knowing me, knowing you: Inter-professional working between general practice and social care

Purpose – The purpose of this paper is to report on the findings of the first stage of a project seeking to improve interprofessional working between general practice and adult social care teams. It develops the current evidence base through findings from focus groups and reflects on the implications of the findings for interprofessional collaboration. Design/methodology/approach – The project involved running seven focus groups with general practice staff and adult social work teams to explore their perceptions and understanding of each other. Findings – The focus groups highlighted that the negative aspects of interprofessional working outweighed the positives. Negatives included perceptions of different value bases, a lack of knowledge about each others’ roles and responsibilities which resulted in resorting to stereotypes, poor interprofessional communication and a sense of an unspoken professional hierarchy with general practitioners (GPs) at the top leading preventing a culture of appropriate challe...

Time for some home truths – exploring the relationship between GPs and social workers

Purpose – The purpose of this paper is to explore the relationship between general practitioners (GPs) and social care professionals by reflecting on a project (the Home Truths project) which sought to improve joint working between general practice and social care though an action-research process. Design/methodology/approach – iMPOWERs Home Truths project involved gathering local data regarding joint working in local areas and using this data as a catalyst for change. The Institute of Local Government Studies and the Health Services Management Centre at the University of Birmingham were asked to act as a critical friend to the project. This involved supporting the design of the data collection, offering advice on the process and to carrying out a short evaluation of the impact of the first wave. The paper reflects on the collected data from the sites and information from the impact evaluation. Findings – The paper highlights the poor quality of the relationship between GPs and social workers. Findings t...

Singing from the same hymn sheet? Commissioning of preventative services from the third sector

Purpose – The purpose of this paper is to explore the delivery of preventative services for older people from third sector organisations (TSOs) and the extent to which current commissioning arrangements enables the aspirations of policy to be achieved. Design/methodology/approach – Semi-structured interviews with key-contacts within a sample of TSOs which had been identified by directors of Adult Social Services as delivering one of the top three preventative interventions in their local authority area. Findings – There was evidence of considerable trust between local authorities and TSOs and as a consequence TSOs were given autonomy to develop holistic and integrated models of delivery that supported rather than diverted the TSOs’ core missions. Both sectors found it difficult to set target outcomes and connected performance frameworks for preventative services. As a consequence a major element of the commissioning cycle is not being completed and TSOs cannot be confident that they are using their resour...

Integrated care in action: A practical guide for health, social care and housing support

The authors offer the view that “integration is concerned with a fluid set of interactions between individuals accessing services ... professionals who support them, and organisations and policy contexts” and set about providing tools to support those interactions and the actors at large (p. 8). This theme is woven throughout the various chapters based upon the building blocks which, the authors argue, are integral in the success of an integrated care initiative.

Being brave - a case study of how an innovative peer review approach led to service improvement

Purpose – The purpose of this paper is to report on the use of an innovative peer review approach to identifying and addressing the causes of inappropriate admissions from hospital to nursing homes in South Gloucestershire (SG). It explains the methodology that was developed, the findings of the peer review process and reflects on the effectiveness of the process. Design/methodology/approach – The peer review consisted of two stages. The first stage involved a panel of local stakeholders carrying out an audit of a random selection of cases where people had been assessed as needing permanent nursing or residential care. From this four cases of inappropriate admissions were identified. Stage two involved an externally facilitated process with two peer challenge panels; one of local stakeholders and the other external experts. The two panels analysed the cases of inappropriate admissions, identified the system causes and suggested actions to tackle the issues which were fed back to an audience of local stakeholders. Findings – The combination of case audit and peer review was successful in providing robust challenge to the processes in SG by identifying shortcomings in the system and suggesting actions to improve outcomes. Research limitations/implications – The approach was taken in one Council area and therefore may not be replicable in another area. Practical implications – The case study suggests that a peer review approach using both local and external peers, including providers, is an effective way to identify weaknesses in the health and social care processes. The insights offered by external peers and providers is helpful for councils in identifying where to focus resources and suggests that other areas should consider proactive adaptations to the peer review methodology that is offered as part of the LGA’s programme of sector-led improvement. Social implications – The case study suggests that a peer review approach could have a positive impact on the quality of care and quality of life for older people who are admitted to hospital. Originality/value – The case study offers an innovative and original use of the peer review approach in social care that can be shared with other councils and partners. The Southwest Improvement Board have identified it as of particular interest to other areas seeking to work with partners to identify and implement positive change.

Introduction: Imagining the Future Public Service Workforce

We are currently at a time when we are seeing significant changes in terms of what governments do and how they go about doing this work. Governments are being asked to work in more efficient ways, adopting innovative and more agile approaches to the co-production of solutions with a multiplicity of partners. If it is true that governments will need to operate in different ways to those that we see at present and public services will be asked to deliver different things, then it is highly likely that we will need different sorts of skills and capabilities within the workforce to deliver on this agenda. Yet, for all the calls for government to change within the broad literature, there is rather less consideration given to what these changes might look like and what the implications are for the public service workforce. This book builds on research conducted in the UK and Australia that explored the range of roles that will be required in the future public service workforce, the skills and competencies necessary to achieve these roles and the support and training needed to fill these requirements. This chapter provides background to the major themes of this work and sets out an overview of the structure of the book and the contribution that it seeks to make.

More Rave Than Waltz—Why the Complexity of Public Service Means the End for Hero Leadership

This chapter argues that the traditional concept of a hero leader is no longer an appropriate model for the new world of public services (see Chap. 1). We suggest that new forms of leadership are emerging, which span across organizations, are situated in a range of individuals, recognize the need for effective interdependencies, and where passion and the ability to create a compelling narrative is the key to achieving change. This type of leadership requires creative development approaches that nurture people’s ability to use their knowledge, skills and competencies with a greater degree of mental sophistication and complexity, within an appropriate holding environment.

The emotional labour of boundary spanning

Purpose Within public services there is a widely recognised role for workers who operate across organisational and professional boundaries. Much of this literature focusses on the organisational implications rather than on how boundary spanners engage with citizens. An increased number of public service roles require boundary spanning to support citizens with cross-cutting issues. The purpose of this paper is to explicate the emotional labour within the interactions that boundary spanners have with citizens, requiring adherence to display rules and building trust. Design/methodology/approach This is a conceptual paper which draws on illustrative examples to draw out the emotional labour within two types of boundary spanning: explicit and emergent. Findings Emotional labour theory offers a way to classify these interactions as requiring high, medium or low degrees of emotional labour. Boundary spanning theory contributes an understanding of how emotional labour is likely to be differently experienced depending on whether the boundary spanning is an explicit part of the job, or an emergent property. Originality/value Drawing on examples from public service work in a range of advanced democracies, the authors make a theoretical argument, suggesting that a more complete view of boundary spanning must account for individual-level affect and demands upon workers. Such a focus captures the “how” of the boundary spanning public encounter, and not just the institutional, political and organisational dimensions examined in most boundary spanning literatures.