Evidence for practitioners
Proof library
Short summaries of published case studies and evaluations of relational, human-centred approaches in public and nonprofit services. Each card links to the original source so you can read the full findings, methods and limitations yourself.
These are independent publications. IOPS and Humanity Solutions are not affiliated with the organisations or authors listed. The “takeaway” on each card is our own reading for digital service teams, not the authors’ conclusion.
Published 2015
Buurtzorg Nederland: home care by self-governing nursing teams
The Commonwealth Fund (Gray, Sarnak & Burgers)
A case study of the Dutch home-care provider Buurtzorg, where small self-governing teams of nurses take responsibility for the full range of care for people in one neighbourhood. The model focuses on helping people stay or become independent and on building networks of neighbourhood support. The study reports high client and staff ratings and notes that Buurtzorg appears to provide high-quality home care at lower cost than other organisations.
Takeaway for service teamsLet one small team own the whole relationship, so people deal with someone who already knows their situation. Mutual ThrivingCompassionate Efficiency
Published 2018
An adapted Buurtzorg team in an English district nursing service
BMJ Open (Drennan, Calestani, Ross, Saunders & West)
A mixed-methods case study of the first adapted Buurtzorg neighbourhood nursing team in an inner-London NHS setting. Patients and carers valued continuity, proactive care and having direct contact details for their nurses, and nurses described a more responsive way of working. The authors note that effects on costs could not yet be measured and call for longer-term study.
Takeaway for service teamsContinuity and a named, directly reachable person were what people valued. A digital service can offer the same. Reaching OutTechnology that Weaves
Published 2019
The Wigan Deal: a citizen-led approach to health and care
The King’s Fund
An independent review of how public services in Wigan built a different relationship with local people through asset-based working, permission for frontline staff to innovate, investment in communities and place-based collaboration. Social care workers were trained to hold more open, exploratory conversations with the people they support. The report concludes that savings with protected or improved outcomes were possible, but only with genuine long-term transformation and upfront investment.
Takeaway for service teamsGive frontline staff permission to use judgement and hold open conversations, and treat it as an investment rather than a quick saving. Compassionate Efficiency
Published 2018
Frome: compassionate communities and enhanced primary care
British Journal of General Practice (Abel et al.)
A retrospective cohort study of a combined approach in Frome, Somerset: person-centred care planning in general practice, social prescribing and community development, known as compassionate communities. Over the study period, unplanned hospital admissions in Frome fell by 14.0% while they rose by 28.5% across the rest of Somerset. As an observational study, it shows an association rather than proof of cause.
Takeaway for service teamsConnecting formal services with community support, and reaching people before a crisis, is associated with better outcomes. Reaching Out
Published 2021
Human Learning Systems: public service for the real world
Collaborate CIC with Toby Lowe and co-authors
A practitioner-led report describing an approach to public service built on being human, continuous learning and healthy systems, drawn from around 50 case studies from voluntary organisations to national governments. It shares examples such as the Plymouth Alliance, which reports halving the cost of emergency accommodation for homeless families by supporting families around their strengths and needs. It offers methods and tools for teams who want to work more relationally.
Takeaway for service teamsTreat the service as a learning system: listen, adapt, and show people what changed because of what they told you. Mutual Thriving
Published 2022
Mayday Trust: a person-led, strength-based response to homelessness
NEF Consulting
A two-year evaluation of the Person-Led, Transitional and Strength-Based (PTS) coaching response delivered by Mayday Trust in Northampton and Changing Lives in Newcastle. People working with a coach reported more self-esteem, purpose and optimism, and described a trusting, non-judgemental relationship built on listening and time. The evaluation also highlights wider housing-system barriers and the value of clear, person-led endings.
Takeaway for service teamsTrust grows from listening and time. Start from people’s strengths, not from proving their deficits. Mutual ThrivingCompassionate Efficiency
