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Person Centred Health and Care

WMTY Case Studies

  • Read how the What Matters To You? approach supports children in Ward 6A and 4B
  • Moira Bradley shares the WMTY approach she has for conversations with her Advanced Nurse Practitioner Team.
  • In this short video, Ward 3A at Gartnavel General Hospital share their approach to WMTY conversations, and the difference this makes to the quality of care they provide:

Get in touch

The Person Centred Health and Care Team would be delighted to speak to you about your approach. If you are interested in learning more please email

This person centred approach can help in a number of ways. First and foremost it can help to establish a relationship, but it also helps you to understand more about the person and the things that are most important to them. With this insight you will be in a better place to work with them to find the best way forward.

In this short video, Jen Rodgers, Deputy Nurse Director – Corporate and Community, explains more about What Matters To You day, and shares her top tips for having WMTY conversations, based on years of talking to people about what matters to them:

This short video from Healthcare Improvement Scotland explains more about the WMTY approach.

We want to ask, listen and do what matters to people every day.

We have an extra focus on raising awareness and encouraging these sorts of conversations between people who receive care, the people who matter most to them, and staff. This is ‘What matters to You?’ (WMTY) Day. On 9 June 2022, all health and social care staff are encouraged to ask “what matters?” to every person they care for that day.

This has now become an international movement with many countries around the world participating. Asking “What matters to you?” is easy and involves three simple steps:

  1. Ask What Matters;
  2. Listen to What Matters;
  3. Do What Matters.

The impact a WMTY conversation can have

For WMTY Day 2022, people across NHSGGC kindly shared their experiences of asking, listening and doing what matters:

Brooke – Royal Hospital for Children

In this short video, Brooke, her mum Paula, and Lorna her Senior Charge Nurse, share how they asked, listen, and did what mattered to Brooke during her admission to the Royal Hospital for Children:

Jen – Leverndale Hospital

Jen tells us how she worked with Jenn, the Patient Activity Coordinator in Leverndale Hospital, to coproduce a leaflet after sharing her experience of isolating in hospital due to COVID:

Lillian – Hunterhill Care Home

Maria talks to us about the difference made to Lillian’s quality of care, after involving the people who mattered to her:

Marisa – Royal Hospital for Children

Last but definitely not least, Marisa talks about why it is important to have meaningful conversations with everyone – those receiving care, their families, and staff:

Jen Rodgers – Deputy Nurse Director

Jen Rodgers shares her top tips for having meaningful conversations with people about what matters to them:

What Matters To You? Information for people receiving care and their families

What Matters To You? (WMTY) is all about encouraging more meaningful conversations between people.

To help you get the best possible outcome, we need to understand the things that are really important to you. This could be something very specific or something more general. Here are some examples of the types of things people have talked about:

  • “It’s really important that my granddaughter is involved in discussions about my support. She is the main person in my life!”
  • “I can’t focus on my therapy because I’m so worried about who is looking after my mum while I’m in hospital”

There is no wrong answer to this question – it’s all about what matters to you.

We want to know what matters to you, so we can provide care that works for you. You can:

  • Speak to staff about what matters most to you
  • Tell us about your experience on Care Opinion.

Further Information

The Care Experience Improvement Model main steps

The Person Centred Health and Care Team speak to people currently receiving care about their experience of care, to help clinical teams reflect, learn and improve.

Each month we support clinical teams to look at what people receiving care are telling them, to design improvement plans to take forward ideas and suggestions to improve care.

This is referred to as the real-time Care Experience Improvement Model – further information about the model is available from Healthcare Improvement Scotland.

If you are a member of a clinical team and you are interested in learning more about the model in NHSGGC, please email

The NHSGGC Healthcare Quality Strategy – The Pursuit of Excellence outlines our commitment to: 

  • enable people to share their personal preferences, needs and wishes about their care and treatment
  • include these in their care plan, care delivery and in our interactions with them
  • involve the people who matter to them in a way that they wish

What are the benefits of having a person-centred approach to planning care?

Care provision which focuses on personal goals, preferences and needs, results in more effective care with better outcomes and experience and improves safety.

Well-designed documentation systems and processes support effective communication between health and social care professionals and people receiving care.

More robust documentation systems and processes will facilitate information processing, analysis and intelligence that compliments the work of health and social care professionals, improving the safety and quality of care.

Person Centred Care Planning Engagement

In 2021 an extensive engagement exercise was undertaken to learn from the people receiving care in our services, their families, carers and staff.

  • what matters to you when planning your care
  • who, how and when you want to be involved
  • your experience of this
  • your ideas for change and improvement

The initial survey received over 600 responses, followed by two virtual workshops.

You told us that we need to:

  1. Understand what matters to you in the context of your illness or treatment
  2. Recognise who matters to you and how you wish them to be involved in decision making about your plan and provision of care
  3. Be inclusive of your preferred approach, tools and resources to support your communication and information needs
  4. Be inclusive of your preferences and choices related to your personal needs, illness and treatment
  5. Set realistic goals which are achievable
  6. Have a structured multi-professional approach to your plan of care
  7. Plan care across the whole episode of care

Person Centred Care Planning – next steps

We are currently exploring some change ideas to improve our approach to achieving a person centred plan of care for all patients.

Once our testing and development phases are complete, we plan to start to put in place the change we want to see across NHSGGC, so the plan of care people have is in line with what matters to them. 

Person Centred 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.” NHS Scotland Quality Strategy.

In NHS Greater Glasgow and Clyde (NHSGGC), our person centred care priorities are based on what matters to people receiving care and their families, and governed by our Healthcare Quality Strategy – the Pursuit of Healthcare Excellence.

Key Person Centred Health and Care Priorities

Further Information