In 2009, HR commissioned two pieces of research on employees with caring responsibilities. The first focused on the external picture - the legislation, good practice, and exemplar employers. The second garnered the views of interested parties in DH; namely, carers, line managers and staff networks. The outcomes from the external review are available on the Carers page on Delphi, together with a specific policy for carers, based on the themes drawn from both pieces of research. This report focuses on the internal strand of the research and is aimed at managers and carers alike: to provide insights - on both sides - and practical tips on what makes a difference. [Book abstract].