Case Study 3:
Lessons in Change - Delivering Integrated Children’s Services
Parents and Children Together (PACT) teams were at the forefront of implementing
strategic change in the provision of integrated children’s services in Glasgow.
Although these represented only a small part of the restructuring of Health and
Social work services in Glasgow, it represented a transformational change in the
delivery of children’s services.
It was evident from the outset that this process would be a major challenge set against
the backdrop of major organisational restructuring of health and social work services in
Glasgow to create Community Health and Care Partnerships across the city. During an 18
month period a total of 10 multidisciplinary teams were established across the city.
These teams consisted of staff from Health and Social work services they were configured
slightly differently and were operating in slightly different local operating environments;
and they were handling case work that was individually tailored to family needs and circumstances.
Therefore the work routines and communication processes were complex, diverse and possibly
unpredictable. This meant that team members had to build effective communication and decision
making networks and required skills in managing a complex range of relationships across
After initial diagnostic session teams identified their development needs, these were a mix of
the following areas, depending on individual circumstances:
Adapting to different cultures / new ways of working
Managing case projects
Managing stakeholder relationships
Communication, influencing and interpersonal skills
We adopted a “team-centred” approach based on action learning, which meant working with each
team to support the delivery of their performance objectives through a range of appropriate
interventions to address real issues and problems as they arose. In this way the teams began
to learn how best work together and to integrate their working practices to deliver successfully
to children in their areas.
As a result of our work we were asked to develop a paper on the lessons learned about complex change
that could be shared with managers involved in implementing complex change. A copy of this report
entitled “Lessons in change” can be downloaded here.
[click here to see more details]