enabling people to share their personal preferences, needs and wishes about their care and treatment
including these in their care plan, care delivery and in our interactions with them
involving 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.
Engagement
In 2021 we undertook an extensive engagement exercise 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:
Understand what matters to you in the context of your illness or treatment
Recognise who matters to you and how you wish them to be involved in decision making about your plan and provision of care
Be inclusive of your preferred approach, tools and resources to support your communication and information needs
Be inclusive of your preferences and choices related to your personal needs, illness and treatment
Set realistic goals which are achievable
Have a structured multi-professional approach to your plan of care
Plan care across the whole episode of care
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 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.” NHS Scotland Quality Strategy.
To help people maintain contact with each other we offer Person Centred Virtual Visiting. This service helps patients to keep in touch with their relatives and friends using video calls. The technology is available on devices most people have, such as an Apple or Android mobile, laptop or computer.
All wards have iPads specially set up to enable ‘virtual visits’ (video call). This allows patients to see and talk to the people who matter to them using NHS Near Me / Attend Anywhere.
The NHSGGC Communication Support iPads have now been updated to include the recent changes to the telephone interpreting procedures.
The iPads are available across NHSGGC and contain a range of apps to help communicate with patients, including:
ILClient App – providing quick access to our telephone interpreting service. Go to the Interpreting Service web page for full instructions and access codes
Sign Video App –a BSL Online service available 24 hours a day, seven days a week. For use in an unplanned or emergency situation, during hospital stays, or to enable deaf patients to communicate with staff if waiting for a face to face interpreter to arrive. Go to the BSL Online web page to view a short instruction video
AVA App – providing a written caption of what you are saying in real time for the patient to read. For patients with a hearing loss who would normally lip-read and cannot because of the use of masks.
Click here to access a list of sites where you can access the Communication Support iPads.
Person Centred Virtual Visiting FAQs
How do I arrange a ‘virtual visit’ (video call)?
Please speak to ward staff to arrange a virtual visit.
A list of telephone numbers can be found for all wards and departments on the NHSGGC website.
Please provide the following details:
Your family member/friends full name
Your phone number or email address.
You will need to ensure you have a webcam and microphone on your device that you can use. Most devices already have this built in.
What happens if may family member/friend does not have a mobile phone or tablet?
All our inpatient wards have a least one iPad for patients to take part in ‘virtual visits’ (video call) to contact relatives and friends during their stay in hospital. If your family member/friend does not have a mobile phone or tablet of their own they are welcome to use a hospital iPad to see and talk to the people who matter to them.
What happens when my family member/friend needs help to make a ‘virtual visit’ (video call)?
If your family member/friend is unfamiliar with using iPads to set up calls or are unable to do this independently, staff will always try to facilitate these calls where possible. In addition, the iPads all have a range of communication tools or apps installed, specifically for those who are deaf, hard of hearing or who speak a language other than English.
Can I request a ‘virtual visit’ (video call) for a specific time of day?
Where possible ward staff will try to arrange a time to suit you as well as your family member/friend you want to contact. However, it may not always be possible to give an exact time or day when a video call or telephone call can be guaranteed. We are sorry for any distress this may cause and of course, staff will always try to facilitate these calls where possible, however we ask for your understanding.
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 unauthorised pictures, videos or audio recordings in healthcare settings that feature other service users, visitors or staff without their consent. If you are unsure, please speak to ward staff first for advice.
Can the hospital iPad or my own device be used to speak to a healthcare chaplain?
Healthcare chaplains are available to offer support and a listening service Monday to Thursday, 9.00am – 5.00pm and at weekends from Friday to Sunday, 9.00am – 10.00pm. If you wish to speak with someone confidentially, please ask a member of ward staff to contact switchboard and ask for the on-call chaplain.
What if I am looking for information or a progress update on the care of my family member or 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.
Providing Feedback
If you wish to share your experience of virtual visiting, please share your story on Care Opinion.
Person Centred Virtual Visiting Additional Information
For patients
If you would like to make a ‘virtual visit’ (video call) to your family or friends, please ask to speak to the nurse in charge of the ward or the nurse looking after you to arrange this. The ward staff will also be happy to help you to use your own phone or tablet or the hospital iPad if necessary.
Infection Prevention and Control (IPC) Patient Information Leaflets (PILs) are now available for staff and patients to access via the ward iPads. These can be accessed by using the IPC icon on the home screen, which links directly to the PILs on the IPC Intranet page.
Some of the PILs are available in other languages, but if there is a specific language that would suit you please let a member of staff know.
For family members
This guide provides help and guidance if you are not used to using Near Me.
The following documents provide help and guidance to ensure you are familiar with supporting patients and their relatives and friends to receive ‘virtual visit’ (video calls) and how to do this safely and efficiently at all times.
We encourage and support people to stay connected to those who matter most in their lives while they are in hospital. Person Centred Visiting is in place across NHSGGC.
You can find further information and guidance on the following:
We encourage and support people to stay connected to those who matter most in their lives while they are in hospital.
This page provides details of current visiting arrangements in place, and guidance and safety measures everyone needs to follow.
Person Centred Visiting is in place across NHSGGC.
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:
Welcoming – We welcome and encourage the involvement of the people who matter to patients.
Patient Led – 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.
Partnership – We work in partnership with the people who matter to patients.
Flexibility – We have no set visiting times.
Respect – 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.
Person Centred Visiting Frequently Asked Questions
When can I visit?
Please speak to the person you are visiting, and the ward, about when would be good for you to visit.
Eating is a social occasion – family, friends and carers are welcome to visit at mealtimes to offer encouragement.
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 two people to visit at a time, the nurse in charge will be happy to discuss this with you.
Children are welcome; they do need to be supervised at all times.
Can I phone the ward to find out how a relative or friend is doing?
Yes. If possible, it helps enormously if one family member is identified to be the key hospital contact and then 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 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 (not 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 you 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?
Patients where there is a particularly high risk of infection 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.
Eating is a social occasion – family, friends and carers are welcome to visit at mealtimes to offer encouragement.
Are children welcome?
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 two people to visit at a time, the nurse in charge will be happy to discuss this with you.
Children are welcome; they do 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 also help you to do this using your equipment if you are not able to do this yourself.
Essential visiting may be temporarily introduced in wards where an outbreak of infection is being managed. This is to protect patients, family members and staff until the situation is resolved.
We understand the vital support that family and friends provide and are sorry for how this will affect you. Ward iPads are available to support people to stay in touch with friends and family virtually, for further information, please ask staff.
What is an ‘essential visit’?
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.
We will take as flexible, person-centred and compassionate approach as possible based on your individual needs. We will try to facilitate family support in any situation where it is important for family to be involved for ethical, safety or other reasons.
How will I keep in touch with my relative/friend?
We are offering ‘virtual visiting’ (video calls) for all inpatients.
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 also help you to do this using your equipment if you are not able to do this yourself.
What if I have any questions?
Please do not hesitate to speak to any of the ward staff if you have any questions. We are all happy to help and thank you for your patience and understanding.
