Cantrell, A. orcid.org/0000-0003-0040-9853, Booth, A. orcid.org/0000-0003-4808-3880 and Chambers, D. orcid.org/0000-0002-0154-0469 (2024) Signposting services in the UK: enhanced support or service diversion for people with health and social care needs: a rapid realist synthesis. Journal of Integrated Care, 32 (5). pp. 99-108. ISSN 1476-9018
Abstract
Purpose
In the UK signposting services can be developed as enhanced support for people with health and social care needs or service diversion to help primary and urgent care services manage their workload. This review considers these two conflicting purposes.
Design/methodology/approach
The review used a realist approach, initial searches to identify theory; we then selected 22 publications and extracted programme theories, from which we developed questions from three viewpoints: the service user, the front-line service provider and the commissioner. A rich sample of studies were found from purposive searching. To optimise the applicability of synthesis findings predominantly UK studies were included.
Findings
Users value signposting service that understand their needs, suggest a range of options and summarise potential actions. People with complex health and social care needs generally require extended time/input from signposting services. Front-line providers require initial and ongoing training, support/supervision, good knowledge of available services/resources and the ability to match users to them and a flexible response. Commissioned signposting services in England are diverse making evaluation difficult.
Originality/value
Meaningful evaluation of signposting services requires greater clarity around roles and service expectations. Signposting services alone fulfil the needs of a small number of users due to the unreconciled tension between efficient (transactional) service provision and effective (relational) service provision. This is underpinned by competing narratives of whether signposting represents diversion of inappropriate demand from primary care and other urgent care services or improved quality of care through a joined-up response encompassing health, social care and community/voluntary services.
Metadata
Item Type: | Article |
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Authors/Creators: |
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Copyright, Publisher and Additional Information: | © Anna Cantrell, Andrew Booth and Duncan Chambers. Published by Emerald Publishing Limited. This article is published under the Creative Commons Attribution (CC BY 4.0) licence. Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and noncommercial purposes), subject to full attribution to the original publication and authors. The full terms of this licence may be seen at http://creativecommons.org/licences/by/4.0/legalcode |
Keywords: | Signposting; Health and social care; Realist review; Service users; Service evaluation; Commissioner; Service provider; Community sector; Voluntary sector; Primary care; Urgent care; UK |
Dates: |
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Institution: | The University of Sheffield |
Academic Units: | The University of Sheffield > Faculty of Medicine, Dentistry and Health (Sheffield) > School of Medicine and Population Health |
Funding Information: | Funder Grant number National Institute for Health and Care Research NIHR135661 DEPARTMENT OF HEALTH AND SOCIAL CARE UNSPECIFIED |
Depositing User: | Symplectic Sheffield |
Date Deposited: | 06 Sep 2024 16:11 |
Last Modified: | 06 Sep 2024 16:11 |
Status: | Published |
Publisher: | Emerald |
Refereed: | Yes |
Identification Number: | 10.1108/jica-09-2023-0073 |
Related URLs: | |
Open Archives Initiative ID (OAI ID): | oai:eprints.whiterose.ac.uk:216861 |