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This paper explores how a research‐based understanding of outcomes in social care can be incorporated into practice. Drawing on research by the Social Policy Research Unit and the practical experience of North Lincolnshire Social Services Department, this paper highlights how culture change and the involvement of stakeholders are key to using outcomes ideas as a motivational framework for service improvement.

This paper aims to present the rationale for the adoption of a performance measurement approach within a partnership setting, the process followed to develop a multi‐agency performance measurement framework, the resulting model and the associated challenges and key success factors.

This paper used a case study approach.

This paper describes the multi‐agency outcomes‐based performance measurement model used by Children's Services Planning in Northern Ireland to monitor agreed outcomes and identifies the key success factors of developing and implementing such a model.

Findings are limited to the analysis of the development of a performance measurement approach within a single partnership.

This paper has contributed to the debate on performance measurement by illustrating a paradigm shift from collecting activity data on an organization by organization basis to managing information on a multi‐agency basis using indicators based on outcomes as part of an integrated performance measurement system.

The paper aims to explore young people's experiences of having access to personal advisors (PAs), from Connexions, a support and guidance service.

Semi‐structured interviews were conducted, in two phases, with young people in a large new town. Thematic analysis highlighted significant issues and suggested factors that might differentiate between those in employment, education and training and those not in this position.

Young people's relationship with their Connexions PA emerged as a significant factor in mediating the extent to which they used the service as a “portal” to opportunities and resources. For some young people faced with complex and challenging circumstances, the relationship with their PA provided a uniquely stable and valued source of support.

Although drawn from a small and focused sample, the results suggests that the large‐scale cuts to the service, currently underway, could have a significant impact on young people in difficult circumstances.

The identity of the Connexions service creates issues of access for potential service users.

The research illustrates the positive impact that PAs can have in the complex and challenging situations which some young people encounter. It highlights the nature of the relationship developed with PA as a key issue in facilitating positive changes in the lives of young people. It also suggest that the categories of not in education, employment and training and education, employment and training are too simplistic as descriptors of the young peoples lives or the work undertaken with them by PAs.

Over the next few months a lively image of Dick Whittington and his cat will be making its appearance in the capital. Walking briskly along, with his cat trotting obediently behind or dashing ahead with its tail in the air, he will stride across the print and posters of the Museum of London as the Museum's new corporate image.

Telephone triage or hear and treat (H&T) describes the process of UK ambulance services nurses and paramedics undertaking enhanced telephone assessments of patients to determine the most appropriate response, which can sometimes result in no ambulance being sent. Given, however, that 999 is not considered an advice service, it may be reasonable to assert that the expectation of those calling 999 is always an immediate ambulance response. This may not always be realised and may affect patient experience. The purpose of this paper is to ascertain the following: to what extent are the views of UK ambulance telephone triage service users being gathered? In answering this research question, this review also aims to explore the findings to determine service users’ expectations of ambulance telephone triage and the possibility that these expectations are influenced by the UK media. The findings of which could be used to inform the need and nature of future research.

Phase one consisted of a computerised literature search of online databases CINAHL, Pubmed, Science Direct, Cochrane library, Web of Science and UK government-funded databases. Phase two consisted of searches of all UK ambulance services websites and the submission of freedom of information requests. Phase three consisted of a computerised literature search of the ProQuest international news-stream database.

A total of 78 results were identified and after further screening 34 results were excluded, leaving 44 for final review. The extent to which users experience of ambulance service telephone triage are being gathered is low; and often limited to one off pieces of non-peer reviewed work. Patients felt overall that they were treated with respect, dignity and care. However, being listened to, reducing anxiety and a need for prompt assurances remain important to those whose overriding expectation is that an ambulance should attend every time a 999 call is made. There appears to be a balanced media portrayal of H&T with the UK media. However, unrealistic public expectations represent a significant barrier to providing sustainable care that users consider to be of high quality.

Some user experiences may have been gathered in more broad research exercises which explored various aspects of 999 ambulance service experience. This was not included if it could not be clearly differentiated as being related to H&T and thus may have resulted in data being omitted. It was not possible to systematically search social media platforms (such as facebook or twitter) for any media results related to this search strategy; only traditional print and online media platforms. This also may have resulted in data being omitted. The inclusion of non-peer reviewed research results and grey literature represents a possible limitation to the conclusions drawn within this review. The concept of Insider Research Bias cannot be ignored within this review. The author himself practices in telephone triage within a UK ambulance service; however, this insider bias is mitigated by the clearly articulated systematic methodology and use of the Critical Appraisal Skills framework. In a similar vein, reviews of this nature are also often conducted as part of a team, to reduce bias, increase objectivity and ensure the validity of findings. This review was a sole effort, and while this is not uncommon, there were no cross checks by peers of the search terms, strategy, paper selection, exclusion criteria or data extraction. This lack of peer critique is considered a possible limitation in mitigating selection and reviewer bias.

The results of this review would suggest a need to increase the amount of research and patient feedback gathered from those being assessed and managed by ambulance service telephone triage within the UK. Ambulance services could hold regular monthly small-scale qualitative interviews with patients and families to ascertain their views, perceptions and anxieties which can then provide an up-to-date understanding of user expectations and the health educational needs of local communities. Patient feedback received directly to ambulance services or via the Patient Advice and Liaison Service could be retrospectively analysed by researchers to determine key themes of positive practice or negative patient experience. Such feedback can be tracked through time and be used as a pre and post community intervention measure, to determine any changes. Moving forward, nationally standardised research frameworks should be adopted to provide more easily collated local and national data, which can monitor improvement strategies and provide a comparison between services to aid the sharing of best practice principles.

There is no other piece of work published which has reviewed the data in this area of clinical practice within the UK.