Standard 9: Person Centred Health and Care – Suggested Resources and ToolsPerson-centred care is providing care that is responsive to individual personal preferences, needs and values and assuring that people’s values guide all clinical decisions and where their experience of care meets or exceeds their expectationsPolicy Drivers and Legislation for Person-Centred CareThe following policy drivers and legislation underpin our approaches to person-centred care in practice.

Policy Drivers and Legislation Description SourceThe Healthcare Quality Strategy (2010) The Quality Strategy is an approach which aims

to put quality right at the heart of NHS Scotland. It recognises that patients' experience of the NHS is about more than speedy treatment - it is the quality of care they get that matters most to them.

The ultimate aim of the Quality Strategy is to deliver the highest quality healthcare services to people in Scotland and through this to ensure that NHSScotland is recognised by the people of Scotland as amongst the best in the world.

https://www.gov.scot/binaries/content/documents/govscot/publications/report/2010/05/healthcare-quality-strategy-nhsscotland/documents/0098354-pdf/0098354-pdf/govscot%3Adocument

The Patient Rights (Scotland) Act (2011) The Patient Rights (Scotland) Act 2011 was passed by the Parliament in February 2011 and gained Royal Assent in March 2011.The Act aims to improve patients' experiences of using health services and to support people to become more involved in their health and health care.

https://www2.gov.scot/Topics/Health/Policy/Patients-Rights

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NHS Scotland The Charter of Patient Rights and Responsibilities (2011)

This Charter of Patient Rights and Responsibilities summarises the rights and responsibilities as well as what people can expect when they use NHS servicesand receive NHS care in Scotland.

https://www2.gov.scot/Resource/0040/00407723.pdf

Realising Realistic Medicine This document describes how to put the person receiving health and care at the centre of decision-making and encourages a personalised approach to care.

https://www.gov.scot/publications/chief-medical-officer-scotland-annual-report-2015-16-realising-realistic-9781786526731/

The Carers (Scotland) Act (2016) The Carers (Scotland) Act 2016 was passed in the Scottish Parliament on February 4, 2016. The Act came in to effect on April 1, 2018 and will ensure better and more consistent support for carers and young carers so that they can continue to care, if they so wish, in better health and to have a life alongside caring.

http://www.legislation.gov.uk/asp/2016/9/contents

Health and Social Care Standards Scotland The Health and Social Care Standards set out what we should expect when using health, social care or social work services in Scotland. They seek to provide better outcomes for everyone and to ensure that individuals are treated with respect and dignity and that the basic human rights we are all entitled to are upheld.

https://www.gov.scot/binaries/content/documents/govscot/publications/publication/2017/06/health-social-care-standards-support-life/documents/00520693-pdf/00520693-pdf/govscot:document/?inline=true/

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Useful Background Reading and ResourcesThe following are some useful reference guides and background reading which are applicable to all the person-centred indicators.

Background Reading Description SourceNHS Scotland Person-Centred Health and Care Programme

You will find practical advice in the use of the five ‘must do with me’ elements of care.

http://www.healthcareimprovementscotland.org/our_work/person-centred_care/person-centred_programme.aspx

Little things make a big difference: Valuing people

This website signposts you to resources which support the delivery of person-centred care.

http://www.knowledge.scot.nhs.uk/making-a-difference.aspx

Kings Fund Patient Experience Area This website provides access to tools, research and related work that focuses on patient experience and person-centred care.

https://www.kingsfund.org.uk/topics/patient-experience

The Health Foundation Person-centred care resource centre

This website provides information and links to resources on person-centred care.

http://personcentredcare.health.org.uk/

The Health Foundation Person-centred care topic area

This website provides information and links to resources on specific topics related to person-centred care.

https://www.health.org.uk/topics/person-centred-care

The Health Foundation ‘Person-centred care made simple: what everyone should know about person-centred care

This booklet seeks to provide a quick overview of person-centred care. It offers a clear explanation of the principles of person-centred care, why it is important, how it is developed, and some examples to help you put person-centred care in to practice.

https://www.health.org.uk/publications/person-centred-care-made-simple

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Hello my name is... campaign This website describes how using social media was used to encourage and remind healthcare staff about the importance of introductions in healthcare.

https://www.hellomynameis.org.uk/

The 10 Essential Shared Capabilities for Mental Health Practice: Learning Materials (Scotland)

This updated and revised 2011 version of the learning resource builds on the successes of the original Scottish learning resource. It has been informed by findings from the evaluation and has been updated to reflect the evolving policy and legislative context driving improvements in mental health care inScotland.The main emphasis of the learning resource continues to focus on supporting cultural change in services by promoting rights-based, recovery focused practice.The learning resource has been designed to meet the learning needs of a wide range of people with an interest in mental health in Scotland, including mental health professionals, workers, service users,carers and the people who support them.The learning resource is action focused, to helpTranslate learning into developing better services for service users and carers. To that end, the activities that appear throughout each of the modules play a key part in helping you further develop the knowledge, skills and attitudes that are central to the delivery of rights-, recovery- and values-basedmental healthcare and services.

https://www.nes.scot.nhs.uk/media/351385/10_essential_shared_capabilities_2011.pdf

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Point of Care Foundation The Point of Care Foundation helps to deliver radical improvement in the way we care and are cared for by providing evidence and resources to support health and care staff in the valuable work of caring for patients.

https://www.pointofcarefoundation.org.uk/?gclid=Cj0KCQjwkIzlBRDzARIsABgXqV_W5__HpVHLpSqz3_UOHX1ua4gTAU2_pxqBqRF_7b1Qx8Wa2x2F2UIaAmXvEALw_wcB

Video ResourcesThe following are some short video clips which underpin the principles and practice of person-centred care.

Video Resources Description Source“What Matters to Me” – a new vital sign Jason Leitch | TEDxGlasgow.

Jason Leitch, National Clinical Director at the Scottish Government describes having a ‘what matters to you’ conversation as a new vital sign for care and compassion.

https://www.youtube.com/watch?v=H_Z1ZvjlKDE

Real-time and Right-time care experience improvement models

These models attempt to create the process, environment and culture for care teams to effectively identify and make meaningful improvements directly related to feedback from the people who use their services in a reliable and person-centred way.

https://vimeo.com/266454532

Person-Centred Care made simple This animation is a quick overview of person-centred care, exploring what it is and why it’s important.It can be used as a companion to the Health Foundation publication 'Person-centred care made simple' or on its own. The animation is for anyone interested in health care, including health care professionals and those who use their services.

https://www.youtube.com/watch?v=6Dk3CV-Wt38

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E-Learning ModulesThe following e-learning modules all underpin the principles, practice and behavioural competence required to provide high quality person-centred care.

E-Learning Module Description SourceEqual partners in care 1 : carer aware The equal partners in care (EPIC) level 1

module will help workers become more aware of carers and the information and support they might need. Keywords: EPIC; epic; equal partners; Carers; Carers (Scotland) Act 2016.

https://learn.nes.nhs.scot/

Equal partners in care 2 : caring together The equal partners in care (EPIC) level 2 module will help practitioners reflect on the skills and knowledge required to work collaboratively with carers. Keywords: EPIC; epic; equal partners; Carers; Carers (Scotland) Act 2016.

https://learn.nes.nhs.scot/

Health literacy tools and techniques This module is for anyone working in health and social care who may be required to provide information and communicate with a range of people to assist them in understanding, managing and improving their healthcare.

https://learn.nes.nhs.scot/

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Emotion Matters Emotion Matters has been developed as a joint project between the Psychology Directorate (Physical Health and Psychological Interventions Teams) and Self Management Team in NMAHP in NHS Education for Scotland. The aim of this resource is to increase understanding and awareness of the psychosocial implications of living with a long term condition as well as provide some skills that will enable holistic, collaborative and person centred care.

http://nhs.learnprouk.com

GGC: 004 Equality, Diversity and Human Rights (Statutory and Mandatory Training)

This module provides staff with a sound understanding of equality, diversity and human rights. The module has been developed to include information on the Equality Act (2010), the Human Rights Act (1998) and gives practical case studies and examples of good practice.

http://nhs.learnprouk.com

Enhancing Person-Centred Care – Effective Practitioner Module (NHS Education for Scotland)

This Effective Practitioner module will help to demonstrate your value; apply the latest evidence-based care; develop your role and maximise work-based learning.

http://www.effectivepractitioner.nes.scot.nhs.uk/learning-and-development/clinical-practice/enhancing-person-centred-care.aspx

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A multi-disciplinary e-learning educational package for healthcare staff working with adolescents

This resource is aimed at health professionals working with adolescents. It comprises 5 units which is available either as a PDF or interactive on-line resource. Each unit comprises information, practitioner activities and signposting to relevant web resources. Within unit 4 key issues which could support a person centred approach to care include:

Statutory and non-Statutory Services Listening and Participation Children Act Children’s Rights Advocacy Consent Multidisciplinary Team Working Education/Transition Employment and Disclosure

This resource comes in a SCQF level 9 version specifically for Healthcare Staff working with adolescent patients and a version at SCQF Level 7/8, specifically for HCSWs.

http://www.knowledge.scot.nhs.uk/child-services/communities-of-practice/adolescent-health-care.aspx

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Compassionate Connections The Compassionate Connections Programme is an innovative and highly flexible educational resource that combines stories and learning guides.The resource shows how a compassionate person-centred approach to care improves clinical outcomes and the health and wellbeing of vulnerable pregnant women, newborns and infants.The themes used within the resource are completely transferable to any health or social care context and can be used by anyone within the health and social care disciplines.

http://www.knowledge.scot.nhs.uk/compassion.aspx

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TemplatesThe following are some templates which have been developed in NHS GGC to evidence and support the implementation of the person-centred indicators.

Template Description Document‘You Said, We Did’ Board The purpose of the ‘You Said, We Did’ feedback

board is to create a public facing, open and transparent communication of the learning you have extracted from the care experience feedback and how you have acted in response to the feedback within the ward/department each month.

These can be order from Medical Illustration using the following specifications:

MI Number - 286732 A0 size Portrait Orientation Laminated – shiny so that we can write

on and wipe off Quantity Your Cost Code

Instructions for completion of the ‘You Said, We Did’ Board

These instruction are designed to provide guidance of how to complete the ‘You Said, We Did’ Board

Hello my name is.... bed signage In some areas of practice to improve communication they have found the use of this sign either above individual patients beds or on the door of shared rooms useful to indicate which nurse is looking after each patient or room on a shift. This is useful for relatives to know which particular nurse to look for if they have questions or queries but also for the MDT to identify with to discuss particular patients and hand over information.

These can be order from Medical Illustration using the following specifications:

MI Number - 286266 A4 Size, Landscape Orientation Laminated – shiny so that we can write

on and wipe off

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Useful Tools and ResourcesThe following are some useful tool and resources, which may help to support you when undertaking improvements in practice to support person-centred care.

Tools and Resources Description Source15 Step Challenge Toolkit The aim of the guides is to support organisations to

implement the ’15 steps challenge’. This is an approach to service/quality improvement that focuses on ward (or service) ‘walkarounds’ using a ’15 steps challenge’ team that includes patients; carers; staff; and Board members, the team members consider their first impressions of the ward/service from the perspective of a service user, recording how it appears; looks; sounds; smells etc. The outcomes should inform improvement actions at a ward/service and organisational level, linking into other relevant initiatives as appropriate.

https://www.england.nhs.uk/participation/resources/15-steps-challenge/

NHS GGC Clear to All Website This portal provides guidance, which must be followed to ensure there is a consistent, accurate approach to the provision of information for patients and the public.

http://www.staffnet.ggc.scot.nhs.uk/Info%20Centre/AIP/AIP%20Refresh/AIPStartPage.html

NHS GGC Carer resources and carer services

You will find a number of resources which have been co-produced with carers, patients, visitors and carer support staff. This includes posters, business carers and flyers. The resources are available to order free of charge via the Public Health Resource Directory.

https://www.nhsggc.org.uk/your-health/health-services/carers/resources-for-nhsggc-staff/carer-resources-and-carer-services/

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The Health Literacy Place – Tools and Techniques

There are a wide range of tools which can support health literacy practice. This website contains an overview of some of the main techniques and provides links to further resources and guidance. The national health literacy action plan advocates five key approaches to support health literacy with service users, you will find these in the techniques page.

http://www.healthliteracyplace.org.uk/tools-and-techniques/

Patient StoriesFor purposes of learning and reflection, the following are a selection of patient stories from a variety of areas of practice, gathered by the Patient Experience and Public Involvement Team (PEPI), which share experiences of people who have been cared for in NHS GGC.

Title Description LinkLesley’s Story Lesley, an Advanced Nurse Practitioner

shares her experience of being on the other side of acute care.

https://www.youtube.com/watch?v=eVWRDV_Xab0

Pamela’s Story Pamela talks about her experiences of breast cancer care, and how this changed her clinical practice as a nurse.

https://www.youtube.com/watch?v=_F_sgXW3SXg

Summer’s Story Summer and her mum talk about the renal care they receive from the Royal Hospital for Children.

https://www.youtube.com/watch?v=_d_kXV9rHtI

Jack’s Story Jack shares his experience of the neonatal units at Yorkhill and the Queen Elizabeth University Hospital, and his involvement in his children’s care.

https://www.youtube.com/watch?v=YE_Jupd7Y6s

Sandra’s Story Sandra has had two surgical procedures, one using Enhanced Recovery After Surgery (ERAS). She talks about the differences she perceives between the two.

https://www.youtube.com/watch?v=PNqtiBlNo2U

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John’s Story John speaks about the issues he had coming to terms with what happened to him following an admission to Glasgow Royal Infirmary; he wants staff to be aware of the importance of communication with patients and their families.

https://www.youtube.com/watch?v=-BLhS1-5yKU

Gillian’s Story Gillian shares the impact of being involved in her mum’s care

Anonymous This patient talks about their experiences of not being fully informed about their health diagnosis.

Callum’s Story Callum and his parents talk about their journey from A&E at the QEUH, through ICU, HDU, up to the wards, and their care on discharge.

https://www.youtube.com/watch?v=wtr8Fmn00e0&rel=0

Ricky’s Story Ricky talks about the importance of communicating with him about his care and treatment, and the differences he feels in aftercare.

https://www.youtube.com/watch?v=Rk1R774ajPg&rel=0

Kerry’s Story Kerry’s patient story was shared with the Board in December 2018.

https://www.youtube.com/watch?v=90L86BFVaJ4

Marion’s Story Marion has a daughter with a learning disability, and talks about her experiences of involvement in her daughter’s care.

https://www.youtube.com/watch?v=xXhBQoRXCeA&rel=0

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Murray’s story Murray shares his experience of care following treatment for an astrocytoma, he compares his experience of having surgery and care on a male medical ward with the care and support offered by the teenage cancer trust and the teenage and young adult team at the Beatson West of Scotland Cancer Centre.

https://we.tl/t-BuAsMk6E6H

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