NHSGGC Quality Strategy “Quality Everyone Everywhere” reinforces our commitment to providing high quality, person-centred care. This includes a person-centred approach to care planning.
What are the benefits of a person-centred approach to care planning?
- Care which focuses on personal goals, preferences and needs, results in more effective care. This in turn, results in better outcomes, experience and improves safety.
- Well-designed documentation systems and processes support effective communication between healthcare staff and people receiving care. This helps facilitate information processing, analysis and intelligence to inform improvement in safety and quality of care.
Engagement
In 2021, we undertook an extensive engagement exercise to learn from the people who use and work in our services. The initial survey received over 600 responses, followed by two virtual workshops.
From this we developed a set of NHSGGC Core Principles of Person-Centred Care Planning:
- Listen to understand what matters to the individual in the context of their illness or treatment and include their individual preferences and choices.
- Ask who matters and how they wish them to be involved in decision making about their plan of care and provision of care.
- Include the preferred approach, tools and resources to support communication and information needs.
- Set realistic aims and goals which are achievable across the whole episode of care.
- Reflective of a structured multi-professional approach to the plan of care.
Next steps
We are rolling out a new approach to Person-Centred Care Planning, along with Digital Clinical Notes, in our adult acute inpatient areas. We continue to explore change ideas to improve this approach. This helps ensure the care plans people have are in line with what matters to them.
Person Centred Health and Care is “mutually beneficial partnerships between patients, their families, carers and those delivering healthcare services which respect individual needs and values and which demonstrate compassion, continuity, clear communication and shared decision making.”
Implementation of Person Centred Health and Care in NHSGGC is in alignment with the NHS Scotland Quality Strategy.
Key Priorities
In NHSGGC, our person centred priorities are based on what matters to people receiving care and their families, and are guided by our Healthcare Quality Strategy – Quality Everyone Everywhere.
Additional information on person-centred areas of work in NHSGGC can be found below:
Person Centred Virtual Visiting (video calls) helps people to maintain contact with their relatives/friends, when in-person visits are not possible. People can see and talk to those who matter to them using NHS Near Me / Attend Anywhere. You can access this on mobile phones, laptops or computers. All wards have iPads available if you do not have, or are unable to use, your own device.
Person Centred Virtual Visiting was rolled out during the COVID-19 pandemic, and helped people maintain contact when in-person visiting was restricted. It has had a positive impact and continues to play a role to help people remain connected. For more information, please read our PCVV Report.
Supporting Communication Needs
NHSGGC is committed to supporting those who are deaf, hard-of-hearing or who do not speak English. NHSGGC supports communication needs through:
- British Sign Language (BSL) Online Interpreting Service – available 24 hours a day, 7 days a week. Please visit the BSL Online web page for more information.
- Dictation App – The Dictation App installed on hospital iPads, can be used to transcribe speech into readable text. This is helpful when lip-reading is not possible due to the use of face masks.
Frequently Asked Questions
How do I arrange a ‘virtual visit’ (video call) using the NHSGGC iPads?
If you are a patient, please speak to ward staff to arrange a virtual visit using the NHSGGC iPads.
If you are a family member/friend, please contact the ward to arrange a virtual visit. Ward and Department telephone numbers can be found on the NHSGGC website. You will need to provide the ward staff with following details:
- Your family member/friend’s full name
- Your phone number or email address
You will need to ensure your device has a webcam and microphone. Most devices already have this built in.
For further information and guidance on how to arrange virtual visits, please read the Near Me guide.
What happens if my family member/friend does not have a mobile phone or tablet, or needs help to make a ‘virtual visit’?
All of our inpatient wards have a least one iPad for those who wish to make ‘virtual visits’ (video calls) with their relatives and friends during their stay in hospital. If your family member/friend does not have a mobile phone or tablet of their own, or they are unfamiliar/unable to use these devices to set up calls independently, they are welcome to use a hospital iPad. Ward staff will always try to facilitate these calls where possible.
Can I request a ‘virtual visit’ (video call) for a specific time of day?
Where possible, ward staff will try to arrange virtual visits at a time that suits you and your family member/friend. However, we cannot guarantee an exact day/time. We are sorry for any distress this may cause. Staff will always try to facilitate these calls, however, we ask for your understanding at times when this is not possible.
Is it possible to record the call?
For the majority of situations in our wards, it will not be appropriate for you to record the call. No one is permitted to make unauthorized pictures, video or audio recordings in healthcare settings, that feature service users, visitors or staff, without their consent. If you are unsure, please speak with ward staff for advice.
Can the hospital iPad or my own device be used to speak to a healthcare chaplain?
NHSGGC registered chaplains provide confidential, compassionate, inclusive, and non-judgemental spiritual, emotional, and bereavement care.
They are available to support and listen to everyone – all backgrounds, faiths, and those with no religious beliefs. Chaplaincy services are offered seven days a week, from 9am to 10pm, every day of the year.
To meet with a chaplain, please contact the switchboard and request the on-call chaplain, or visit our website.
What if I am looking for information or a progress update on the care of my family member/friend?
To obtain an update on the progress and plan of care for your family member/friend, you should contact the ward directly and ask to speak to the nurse or doctor looking after them.
You can find telephone numbers for all wards and departments on the NHSGGC website.
What additional information can I access on the NHSGGC iPads?
Infection Prevention and Control Patient Information Leaflets are available to staff and patients on the NHSGGC iPads. Click on the Infection Prevention and Control icon on the home screen to access this information.
Some of the Patient Information Leaflets are available in other languages, but if there is a specific language that would suit you, please let a member of staff know.
Providing Feedback
If you wish to provide feedback or share your experience of virtual visiting, please share your story on Care Opinion.
Additional Information
The following documents provide help and guidance to ensure you are familiar with supporting patients and their relatives/friends to receive ‘virtual visit’ (video calls) and how to do this safely and efficiently at all times.
The importance of support from family members and loved ones for people in hospital cannot be overstated, bringing comfort to both the person in hospital and their family. We welcome, encourage and support people to stay connected to those who matter most in their lives, while they are in hospital. We know that this support has a positive effect on nutrition, healing, recovery and overall quality of care.
In line with NHS Scotland Hospital Visiting Guidance, a person-centred approach to visiting is in place across all NHSGGC sites. This page provides information about person centred visiting arrangements, guidance and safety measures everyone needs to follow.
What is Person centred visiting?
Supporting people in hospital to involve their family or carers as much as they would like is an important principle of person-centred visiting. This recognises the beneficial effect of a family member or carer participating in some elements of personal care and support, such as at mealtimes or with personal hygiene, etc.
Person centred visiting core principles
Person Centred Visiting means we will work together with patients, family members and staff so that care is in line with the following core principles:
- We welcome and encourage the involvement of the people who matter to patients.
- We are guided by patients: when the people who matter will visit, how they would like them involved in their care, and note when they want to rest.
- We work in partnership with the people who matter to patients.
- We have no set visiting times.
- We respect people’s individual needs and act on an individual basis to ensure the safety, privacy and dignity of all patients. This means there may be times when we need to ask people to leave a clinical area temporarily.
Individual visiting plans
An individual visiting plan should be discussed with the person, their family and ward staff. This will ensure:
- the needs of the person are met
- no blanket timelines for the duration of a visit
Frequently Asked Questions
When can I visit?
Please speak to the person you are visiting, and the ward staff, about the best times for you to visit.
How many people can visit?
In most circumstances we ask that there are no more than 2 visitors at a time (these visitors can change). This is to help make the environment as restful as possible, and to minimise the risk of infection. There may be times when it would be appropriate for more than 2 people to visit at a time. The nurse in charge will be happy to discuss this with you.
Can I phone the ward to find out how a relative or friend is doing?
Yes. If possible, we ask that one family member is identified to be the key hospital contact who takes responsibility to share information with other family and friends, as appropriate.
Please note, there is a limit to what information we can give over the phone, and who we can give this information to.
What safety measures do I need to follow?
- Please use the hand sanitizing gel provided when coming into and leaving the ward.
- Please do not visit if you are unwell. For example, if you have cold or flu, vomiting or diarrhoea, or an upset stomach.
- Please use the toilets for the public, and not those designated for patients or staff, where you can.
- Visiting may take place at a bedside or communal area. In all instances chairs provided for visiting should be used. If visiting at a bedside, you should avoid sitting on the bed as this can spread infection.
- If your relative/friend is being isolated, or if the ward is temporarily closed, please follow the advice provided by staff as there may be additional safety measures to follow.
What visiting arrangements are in place in outpatient areas or emergency departments?
Person Centred Visiting is in place across NHSGGC, including outpatient areas and emergency departments.
Please see the rest of this page for information about Person Centred Visiting.
My family member or friend is particularly vulnerable to the risk of infection. What visiting arrangements are in place for them?
Where there is a particularly high risk of infection, patients will continue to have visiting arrangements discussed as part of their individual risk assessments. Ward and department staff will be happy to discuss these with you.
My family member or friend has an infection. Can I visit them?
If your relative/friend is being isolated, please follow the advice provided by staff, as there may be additional safety measures to follow.
A ward is closed due to an outbreak of an infection. What visiting arrangements are in place there?
If the ward is temporarily closed, please follow the advice provided by staff, as there may be additional safety measures to follow.
Can I visit during mealtimes?
Eating is a social occasion. You are welcome to visit at mealtimes to offer support and encouragement. However, please discuss visiting during mealtimes with the person you are visiting, and the ward staff.
Are children welcome?
Children are welcome to visit, however children under 18 years of age need to be supervised at all times.
If I am not able to visit, are there other ways that I can stay in touch?
We are offering ‘virtual visiting’ (video calls) for all patients. All wards have iPads specially set up to make video calls. This lets you see and talk to the people who matter to you. If you have your own mobile phone, tablet or laptop we can help you to make video calls using your equipment, if you are not able to do this yourself
What if I am visiting someone on a Mental Health Ward?
For information about visiting someone on a Mental Health Ward, please visit our Person centred visiting in mental health wards information page.
What if I am visiting someone on a Maternity (antenatal or postnatal) Ward?
For information about visiting someone on a Maternity Ward, please visit our Person-centred Visiting in our Maternity wards information page.
What is Essential Visiting?
Essential visiting is when visiting needs to be more carefully managed, such as in the event of an outbreak of infection. During these times, there may be the need to temporarily restrict visiting in individual ward areas to prevent the spread of infection, and to protect patients, families and staff. This is normal practice in the management of an infection outbreak.
We understand the vital support that family and friends provide to maintain wellbeing. NHSGGC is committed to take as flexible, person-centred and compassionate approach to facilitate family and friend support. We will try to facilitate visits in any situation where it is important for family to be involved for ethical, safety or other reasons.
Frequently Asked Questions
When will ‘essential visits’ be supported?
The following are examples of where an ‘essential visit’ will be supported for family members:
- when someone is reaching the end of their life
- if someone has dementia and needs family support
- support for someone with a learning disability
- a family member who has caring responsibilities
- parents of a child in hospital
- support during pregnancy and childbirth, including outpatient appointments, ante-natal and post-natal care
- situations where someone is receiving life-changing information.
This list is not exhaustive. A flexible and compassionate approach will always guide decision making.
How will I keep in touch with my family member/friend?
Person Centred Virtual Visiting (video calls) is in place to help people maintain contact with their relatives/friends, when in-person visits are not possible. People can see and talk to those who matter to them using NHS Near Me / Attend Anywhere. You can access this on mobile phones, laptops or computers. iPads are available on all wards if you do not have, or are unable to use, your own device.
For more information, please visit our Person Centred Virtual Visiting webpage.
What if I have any other questions?
Please do not hesitate to speak to with ward staff if you have any questions. You can find Ward and Department telephone numbers on the NHSGGC website.
