Key messages

Brokering constructive conversations at a whole system or service level

• There is no one-size-fits-all answer – Genuine co-production, deliberation and negotiation take time and resources
• The best results are achieved when the engagement process begins at an early stage of planning service change and is maintained during implementation.
• Constructive conversations can help people engage with, and make informed decisionsabout, options for change.

Brokering constructive conversations at an individual, care-planning level

• There is a need for constructive conversations with citizens not only at a system or service level but also at an individual, care planning level
• Constructive conversations are critical to good, proactive care planning and, in turn, good care planning is essential for tackling wicked issues, such as improving transfers of care and improving end of life care
• Frontline health and care staff need to be supported to have challenging conversations and to articulate the benefits of new ways of delivering care in the community.