Table of Contents

Introduction – a fresh approach to improving services. The power of the collective voice. Making the invisible visible. Working with and through doctors. The social life of documents. Hybrid creatures. Cultivating a lively community. Involving lay people as partners. Playing a long game. Postscript: a writer’s personal reflections. Suggestions for further reading. Abbreviations.

Introduction - a fresh approach to improving services - Encouraging change from the ground up - The power of the collective voice How a charity known for its nurses came to work with general practitioners - Making the invisible visible - The importance of tracking life and achievements of communities over time - Working with and through doctors How a community of GPs made a difference to patient care - The social life of documents Making sure written products of communities get noticed and used - Hybrid creatures A novel way of bridging the gap between research and service improvement - Cultivating a lively community The role of the supporting team in helping a group become more influential - Involving lay people as partners How patients joined a professional community and helped shape new services - Playing a long game Benefits and risks of working with communities of influence over time Postscript: a writer's personal reflections - Suggestions for further reading - Abbreviations

About the Author

ALISON DONALDSON Independent expert in refl ective and narrative writing. Visiting Research Fellow, Business School, University of Hertfordshire ELIZABETH LANK Independent expert in collaborative working.