Tip Cards – produced in response to staff requests, these offer tips on communicating and supporting our diverse communities. For hard copies contact us.
Direct Patient Access to Telephone Interpreting – This new resource explains in multiple languages how to access the telephone interpreting service to contact any NHSGGC service. For example, patients can use the service to call from home and make an appointment with their GP, discuss medications with their Pharmacy or book a Maternity appointment.
For some groups of people, a combination of factors such as discrimination, prejudice, stigma and life circumstances, steadily increase their risk of poor health.
Some groups are protected by equality laws. Many use health services where their additional needs can be met through Inequalities Sensitive Practice.
Some groups cross over into the protected characteristics listed above, such as Asylum Seekers & Refugees and Gypsy Travellers who are included in the NHSGGC Ant-Racism Plan.
The Scottish Government has produced its second British Sign Language National Plan 2024-30, as required by the BSL (Scotland) Act 2015. It sets out actions for the next four years to help realise Scotland’s ambition to be the best place in the world for BSL users to live, work and visit. Other public bodies, including NHS Greater Glasgow & Clyde (NHSGGC), have now published their own, local BSL plans for this period.
In putting together our local plan, we consulted with our Deaf BSL patients to gather opinions and ideas. This included patient group involvement, BSL local events, Facebook feedback and an event for Deafblind people.
NHSGGC is already involved a range of activities to help raise awareness amongst patients and staff about BSL as a language and culture and to make sure our patients have access to BSL interpreting whenever they need it.
BSL Interpreting Service
It is the responsibility of NHSGGC staff to book an interpreter for patients attending any of our healthcare services.
We can offer a short deaf awareness session that can be delivered online or face to face. The session lasts 30 minutes and is open to all staff.
The learning session covers how to work with BSL interpreters, deafness as a cultural identity and exploring BSL as a language as its own right. This learning will enable staff to communicate more confidently with our Deaf patients and ultimately provide the best possible care.
Deaf people can be at higher risk of mental health problems due to communication barriers and isolation. We also know from talking to Deaf patients that they face barriers to accessing mental health services because of a lack of information in British Sign Language and understanding of Deaf culture in general. NHSGGC wants to improve access to mental health services and ensure that they are the best they can be for the Deaf community. We have recently introduced a glossary of BSL signs for mental health on our BSL You Tube channel.
A Deaf Mental Health Peer Support Worker has been employed to work across 5 Community Mental Health Teams (CMHT) in Greater Glasgow & Clyde. They will use their lived experience to support patients from the Deaf community in accessing CMHT’s and also in their own recovery journey.
The Peer Support Worker is part of the multi-disciplinary team in Adult Mental Health Services with in-reach to patients whilst in hospital. It is hoped that this support may help patients avoid admission to hospital or reduce the length of stay.
Translated versions of any NHSGGC resource or information relating to individual clinical care can be obtained by asking a member of staff. General health information in also available from British Sign Language (BSL) | NHS inform
Staff can request information in BSL via the Clear to All web page.
Making a Complaint
Find information on the complaints procedure and how to make a complain in BSL on our web page.
Learn Basic BSL
Our popular beginner’s BSL classes are regularly offered to NHSGGC staff.
The six week course offers an insight into how Deaf people communicate and covers the alphabet, how to introduce yourself, colours, numbers and role playing.
The BSL Health Champions are a group of volunteers from the Deaf BSL community who are patients of NHS Greater Glasgow and Clyde. The Champions advise NHSGGC about the main issues and concerns for BSL patients when using our hospitals and other health services. They also work with us to make information about health accessible for BSL users.
Group meetings are public and any Deaf BSL user who lives in the NHS Greater Glasgow and Clyde area is welcome to attend. The group also has a Facebook page which is used to share information and to get feedback from the BSL community.
Research project exploring BSL users’ experience of psychological therapy
This toolkit is aimed at helping people think and plan ahead, helping to reduce stress in times of crisis.The toolkit contains 2 planning tools as well as the opportunity to attend a live online session which talks about what paperwork we can complete before a crisis arises, what actually happens when someone goes into hospital and how we can all work together to plan for a safe and timely discharge.
The Coalition of Carers have worked with a variety of carers, carer organisations and health and social care staff to design leaflets for carers. They let you know about your rights and what to expect when you are
This service provides support including money advice and carers support. Anyone can use the service and you will find centres in lots of our hospitals.
Staff have a responsibility to ensure that carers are identified, involved and supported.
Could you be a carer?
If you think you are a carer and are looking for support to help with a work/life balance, there is information on HR Connect with details on how NHSGGC can support you.
You can watch this webinar to understand how you can identify, involve and support carers, or you can check out some of the main questions below.
What is the Carers (Scotland) Act 2016?
The Carers (Scotland) Act 2016 gives unpaid carers new rights to help support carers to continue to care, for as long as they choose, in better health and to have a life alongside caring. It provides a legal framework for Local Authorities and the NHS to ensure that carers are;
recognised for the role they provide
offered an outcome-focused support plan which identifies their support needs
involved in discharge planning for the person they support
provided with support from local authorities for their identified eligible support needs
We now have a legal duty to involve carers in discharge planning for the people they support. Therefore it is important for staff to recognise when someone is a carer and offer them support. We are also trying to encourage carers to identify themselves to staff as soon as possible so that we can work together and make decisions about care and discharge.
Further Information
You can find more information about the Act in these links:
You should identify if someone has a carer as soon as possible. Remember this might not necessarily be someone’s next of kin.
Once you establish what support the carer provides you should record this. You should also speak with the carer to check if this level of support is appropriate and sustainable. This will allow everyone to begin to plan what support will need to be available for a successful discharge.
All this information can be recorded in the MAR and the Record of Communication.
Involve Carers
In order to deliver person-centred care you should always try to involve the person and those that matter to them in any discussions and decisions making processes. You also have a legal duty to involve carers in discharge discussions.
If you work on an Acute site you can direct them to the Support and Information Services who will be able to help them understand their role, their rights and what support is available.
Evidence Your Support
A requirement of the Act is that you evidence that you have Identified, Involved and Supported carers. To do this, the Record of Communication with Relatives and Carers document has been updated. This multi-disciplinary record should be completed by all staff who have a conversation with relatives and carers. These should be kept in the patient file.
Do you think you or your team could benefit from face to face training? Contact HIAdmin@ggc.scot.nhs.uk for more information.
Listening to what carers have to say
Engagement with Carers
We have worked with carers to understand what being informed and involved means to them. We used this information to help make staff training and the develop resources.
Listen to carers from West Dunbartonshire talk about their experiences in their caring role at local engagement events.
Young Carers’ Experience
Caring for someone living with dementia
Caring for someone with a learning disability
Announcement – Changes to the Unpaid Carer Referral Process
As of the 1st May 2024, the Carers Information Line (CIL) will no longer be operational. Whilst a new central referral process is being explored, all unpaid carers can be referred directly to their local services.
If you are working or visiting an acute site you can visit one of the Support and Information Services based within the hospital who can help you with a referral.
Please be aware that the location of the service who will support you is dependent on where the person you care for lives. If you are unsure which services to contact please use this postcode checker first (this will open a new window).
Otherwise please find details of your local carers service below:
Services within NHSGGC
East Dunbartonshire Carer Services
Carers Link East Dunbartonshire 0141 955 2131 (for Carers or Professionals) 0800 975 2131 (Freephone for Carers)
The Carers (Scotland) Act 2016 gives unpaid carers new rights to help support carers to continue to care, for as long as they choose, in better health and to have a life alongside caring.
One of the most important rights that carers now have is the right to be involved in discharge planning for the people they care for. If the person you care for is currently in hospital please speak to the ward staff and let them know you are their carer. This will help us make sure that we are involving you as much as possible in the decisions regarding care and discharge.
There is also a Carers’ Charter that will let you know your rights as a carer.
Leaflets to help carers understand their rights
The Coalition of Carers have worked with a variety of carers, carer organisations and health and social care staff to design leaflets for carers. They let you know about your rights and what to expect when you are
This is a service provided by NHS Greater Glasgow and Clyde with centres in the Queen Elizabeth University Hospital, New Victoria, Stobhill, Glasgow Royal Infirmary and the Royal Hospital for Children. It is available to all hospital users including patients, visitors and staff. A wide range of support is available including money advice and carers support.
You can drop into one of the centres, phone 0141 452 2387 or email sis@ggc.scot.nhs.uk
Here you will find links to various documents and websites which we hope will be useful.
Resources have been grouped into themes. To view resources and hyperlinks please click on them.
The Future Care Plan Summary was updated in July 2025. All guidance documents have now been updated to reflect these changes.
The term “Anticipatory Care Planning” has been changed to “Future Care Planning” to help show how broad these conversations can be, and encourage more people to take part. You can read our full statement about the change here.
Future Care Planning (ACP) Standing Operating Procedure
We have created some resources which help people think about all the different documents which could help them to be more prepared is an emergency happened or someone was admitted to hospital.
Plan More, Stress Less
You can view a recorded session which looks at all the different documents which can help us prepare for the future. This includes thinking about Power of Attorney and Future Care Planning. We also cover what might happen if someone is admitted to hospital including who you might meet and what conversations we may need to have.
Preparing for Hospital Checklist
This checklist will help you think about all the different forms which you can complete just now that would be useful if you were ever in hospital. This includes things like a Future Care Plan and a Power of Attorney.
This resources lets you and the people who support you, think about what might need to happen in order to get you home from hospital in a safe and timely manner. This includes thinking about who could collect you from hospital and where you might need to live if you need some extra support for a short time or on a more permanent basis.
By ensuring we know what people’s wishes and preferences are, we can make the right decisions if emergency situations arise. This includes whether or not they would wish to be admitted to hospital or prefer to receive treatment elsewhere if possible.
We know that some staff might be working from home for different reasons and in response, we have developed guidance on ways to engage remotely with people and their families around future care planning.
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