Andy Hirst, Joke Delvaux, Sini Rinne and Christina Short (Cambridge Policy Consultants)
Alan McGregor (Training and Employment Research Unit, Glasgow University)
ISBN 978 0 7559 7676 8 (Web only publication)
This document is also available in pdf format (416k)
CONTENTS
List of Acronyms
EXECUTIVE SUMMARY
CHAPTER ONE: INTRODUCTION
Background and policy context of the Multiple and Complex Needs ( MCN) Initiative
Evaluation objectives and research methodology
Structure of the report
Who is this report for?
CHAPTER TWO: THE 14 MCN PILOT PROJECTS
Background to the 14 MCN projects
Target groups - defining MCN
Identifying the service gaps
Chapter conclusion
CHAPTER THREE: SERVICE GAP: IMPROVING ACCESS
Assessing the project rationale and outcomes
Lessons learnt
Chapter conclusion
CHAPTER FOUR: SERVICE GAP: IMPROVING NEEDS ASSESSMENT
Assessing the project rationale and outcomes
Lessons learnt
Chapter conclusion
CHAPTER FIVE: SERVICE GAP: IMPROVING PROVISION
Assessing the project rationale and outcomes
Lessons learnt
Chapter conclusion
CHAPTER SIX: MAINSTREAMING
Assessing the project rationale and outcomes
Lessons from MCN approaches
Chapter conclusion
CHAPTER SEVEN: CONCLUSIONS
Summary findings
Recommendations
ANNEX A: RESEARCH UNDERTAKEN BY MCN PROJECTS
ANNEX B: METHODOLOGY
List of Tables
Table 2.1: Overview of MCN pilot projects
Table 2.2: Overview of service gaps in the 14 MCN pilot projects
Table 2.3: Basic approach to improving service delivery
Table 3.1: Were access difficulties the issue? Were they solved?
Table 4.1: Was the needs assessment the issue? Was this solved?
Table 5.1: Was there an issue with service provision? Was this solved?
List of Boxes
Box 2.1: Definition of MCN
Box 2.2: Peer support in the 6 MCN direct client delivery projects
Box 2.3: Examples of service redesign methods used
Box 3.1: Examples demonstrating the importance of proactive outreach in the target community
Box 3.2: Examples demonstrating the process of securing referrals
Box 3.3: Examples of recruitment from the target group facilitating access
Box 3.4: Examples of dedicated activities for the target group
Box 3.5: Examples demonstrating the importance of advocacy support
Box 3.6: Role of volunteering in providing support to MCN clients
Box 3.7: Importance of going the extra mile
Box 4.1: Examples that clients do not object to sensitive questions
Box 4.2: Examples that demonstrating relevance is important
Box 4.3: Pitching the training at the right level and going beyond training
Box 5.1: Examples of the empowering impact of one-to-one peer support
Box 5.2: Examples of the empowering impact of peer support groups
Box 5.3: Examples of peer support and organisational change
Box 5.4: Examples demonstrating the importance of including MCN clients in service (re)design
Box 6.1: Examples of impacts on organisational culture or practice
Box 6.2: Importance of organisational links of the change manager
Box 6.3: Importance of alignment with organisational priorities
Box 6.4: Engagement with GP surgeries
List of Figures
Figure 7.1: Checklist for service managers: client engagement
Figure 7.2: Checklist for service managers: adjusting provision
The views expressed in this report are those of the researcher and
do not necessarily represent those of the Department or Scottish Ministers.