Research to improve the up-take of service by people considered hard to reach: synthesis of findings and a practical guide for service innovation

摘要: This paper is a synthesis of findings from three year research programme on “engaging with the ‘hard to reach’ improve uptake social and health service”. The researchers recognised that problematic way thinking about potential clients service. may not necessarily see themselves as reach’, it be services are reach’. project chose focus ‘making reachable’. Following typology published by Heatley (2016), kind programmes agencies have informed our findings, for whom intended useful, those work complex needs (requiring multiple forms support or intervention) low capacity “understand manage their access available services” (Heatley, 2016). Our data confirms tend experience services, rather than themselves, being took an ecosystems approach, highlighting how service emerges interaction between service, client client’s family, plus wider ecosystem. Six principles designing engagement deemed hard reach Service product delivered. in which seeker benefits accessing resources offered another. (co-)design reciprocal values parties involved, merging agreeing values. Structures processes need (co-)designed enable negotiated meaning empowerment. Capability social, cultural financial capital needed all – recognise, enhance build capability clients. Engagement negotiating core assumptions them purpose, course context offered. Negotiation every key relationship provision, ongoing dynamic.