The new NHSGGC Quality Strategy, Quality Everyone Everywhere was approved by the NHSGGC Board on 25 June 2024. There are two versions of the strategy available, a full and summary version.
We held an Accelerated Design Event in November 2023, using feedback from this to inform the next steps.
In December 2023 we undertook extensive engagement, co-design and analysis.
Development and Board Approval
From February to May 2024 the quality strategy was designed and developed, with input from an International Advisory Group and a Design and Development Group before being presented to the Board in June 2024.
Implementation
From July 2024 to September 2024 we will begin to construct an implementation plan to put Quality Everyone Everywhere into action.
Progress so far
Throughout the development phase the team have produced regular SWAY newsletters to update on the work and progress of the strategy design and development. You can view the newsletters below.
NHS Services Scotland (NSS) statement on behalf of the NHS in Scotland:
“Our deepest sympathies are with the patients who were infected by the use of blood products and their loved ones.
“We sincerely apologise for the historical failings described in the Infected Blood Inquiry and empathise with the impact these events had on infected and affected people.
“We welcome the publication of this Inquiry, and we would like to thank the Chair and staff for the work undertaken to produce this comprehensive report.
“Modern safety standards are rigorous, and significant advancements in screening and testing protocols have been made since the events that have been the subject of this Inquiry. All donated blood then undergoes thorough testing before being used for transfusions.
“NHS Scotland is committed to ensuring lessons from these events have been learned as we continue to prioritise a safe and sustainable blood supply across Scotland.”
This information is for the attention of all NHSGGC staff involved in the treatment and care of Black and Minority Ethnic patients (BME). Following these guidelines will help ensure that our BME patients access the services and treatments that meet their needs. This information is also available on the Right Decisions app.
Around 5% of our BME patients do not speak English. This group of patients have additional barriers to accessing our services that must be addressed.
Getting It Right for BME patients – Core Elements
Expectations for all NHSGGC staff
Treat people fairly – treat BME people fairly and without prejudice or stereotyping. NHSGGC has a zero tolerance policy on discrimination.
Know your community – have knowledge of the local community who may use their service, including an ethnicity and language breakdown.
Collect ethnicity data – always collect the ethnicity of patients using your service. This is mandatory in Scotland for Acute services. TrakCare care and EMIS enable you to record the ethnicity of people who use our services in the demographics pages. People can say ‘prefer not to say’ but we need to ask all people who use our services. Anyone who comes into contact with a patient and has responsibility for checking their demographics to confirm identification and should update their details including ethnicity. Patient demographics which includes ethnicity should be checked on every visit for every patient to a hospital to ensure it is fully updated. If available on paperwork prior to visit e.g. through a GP Referral, then whomever is logging this on the system should update demographics. The patient does not always need to be present for the first update. All patient must have their ethnicity recorded.
Prepare translated resources – have resources about your service ready, including consent to treatment forms, for your BME patients who may not speak English. Have a stock available in the languages you use most and know how to access others when required. For more information go to Clear to All.
Know how to access interpreting support – It is our responsibility to provide interpreting support for any patients using our services. Support is available either via telephone or face to face interpreters. For more information go to Interpreting Services
Ensure patients know how to access interpreting support – patients who don’t speak English can use our telephone interpreting service to call your or any other NHSGGC service. Patient leaflets are available for immediate download in 40 languages. See Direct Patient Access information. Other languages can be provided for your patient.
Get feedback from BME patients – ensure that any patient engagement is inclusive of BME communities, including non-English speakers
Know how to access staff training that covers race equality – you can log in to LearnPro for the statutory and mandatory equality training
Source: Joseph Rowntree Foundation
Know your population
Scotland’s BME population
The 2022 Census has provided evidence of the changing ethnic composition of Scotland.
Of the 5.4 million people living in Scotland, around 388,000 came from Black/Minority Ethnic backgrounds, which equates to around 7% of the total population – a rise of 3% from the 2011 census figures.
Asian groups were the largest minority ethnic group in Scotland and represent nearly 4% of the total population. White minority ethnic groups (e.g. Irish, Gypsy/Traveller, Polish) collectively make up 5.8% of the total population – a rise of 1.6% since the 2011 census.
Scotland’s BME population is patterned by age, with 11.6% of Scotland’s total population being BME people under the age of 18. This compares to just 1.5% of Scotland’s total population being BME people over the age of 65.
Glasgow is the most ethnically diverse place in Scotland with 20% of Glaswegians coming from BME backgrounds. Notably 32.6% of Glasgow’s under 18 year olds come from BME backgrounds.
Community Languages
About 5 in every 100 people admitted to our hospitals as inpatients do not speak English.
NHSGGC has over 100 language groups that use our services. The top 10 languages are currently:
Arabic
Urdu
Polish
Mandarin
Romanian
Farsi
Punjabi
Kurdish Sorani
Cantonese
Slovakian
Your service’s patient population may not reflect these main language groups so it is important to monitor this. For example, a patient population which is mainly drawn from refugees and asylum seekers will have a different language profile.
Engagement
Services need to establish an understanding of needs by engaging with BME patients and staff to identify issues for BME patients in our services. This can include data collection around ethnicity. It is important to note that all of us have an ethnicity and therefore all patients should be asked their ethnicity in our services.
Services should regularly engage with patients to understand what they think about the services we provide. It is important to include BME patient specifically in patient engagement to ensure their voice is heard in how to improve services. Speak to the Board’s Patient Experience and Public Involvement Team (PEPI) for advice.
Taking an anti-racist approach
Taking an anti-racist approach means ensuring that how we behave or design and operate our services does not discriminate against BME people.
Discrimination means treating people less favourably due to their colour, nationality (including citizenship), ethnicity or national origin (Equality Act (2010)). We all have an ethnicity.
As NHSGGC staff we need to recognise that racism – or any form of discrimination – is a fundamental cause of poor health in affected populations.
We need to create an environment free from racism and stereotyping. We have a responsibility to deliver Person and Family Centred Care to all our patients, based on their individual needs and best practice. Do not make assumptions about a patient’s needs – ask them.
It’s important to recognise that being in the majority group brings with it a level of power and belonging that BME people may not attain. Pointing out perceived differences in appearance, describing BME patients as ‘not our patients’ or as ‘foreign’ when they were born here, all contribute to ‘othering.’
This ‘othering’ can often take the form of using offensive language. Sometimes people will describe certain language as ‘banter’ or ‘having a laugh,’ which can make it difficult for someone to challenge. It is important to always speak up and address the use of offensive language that may be heard in our services.
Racism is classed as a Hate Incident or Hate Crime and should be reported through the NHSGGC Datix Incident reporting system
Inclusive Care
Patient Information
Provision of patient information is a key aspect of health services whether this is written, verbal or in other formats.
Services should assess all patient facing written information to ensure it is accessible.
Identify the core information patients will need and have this available in plain English before requesting translations through the Clear to All service. Clinical letters, diagnostic instructions and compliance-related written information specific to an individual patient can also be translated through this service.
Some patients will wish to take home information about their condition in English, as well as the language they read. This is so family members who read only English are aware of the details.
If your service has high numbers of service users who do not speak English, identify the language profile over a few months and decide on an appropriate stock of your core service information in community languages. For example, in the NHSGGC area there are over 100 languages in use. Maternity Services reviewed their language profile and identified that their service information should be translated and made readily available in at least 10 community languages. Any language out with this list could then be requested via Clear to All as required.
Please be aware if your leaflet is providing additional information through links to English language websites. If the information is integral to the content, it should be translated and provided separately. Otherwise, the leaflet should include a statement to say, ‘If you are unable to access the information on this site, please speak to your clinician’.
All patient leaflets should include the NHSGGC statement regarding availability in accessible formats. For more information go to Alternative Format/Language text section at Interpreting & Language Resources.
When you have completed your review of your service leaflets and implemented this approach, ensure that all staff are aware of how and when to use patient information.
Consider, when making new resources, how this will be translated. This particularly relates to audio and video resources. Liaising with Clear to All is essential to establish the most suitable format. Videos can be voiced over (not subtitled) in community languages but ensure the images used in videos represent our diverse population.
Provision of Interpreting Support
It is our responsibility to provide interpreting support for any patients using our services. All staff should therefore have good awareness of and confidence in using the NHSGGC Interpreting Services.
Support is available either via telephone or face to face interpreters. For more information on how and when to use the service, and resources such as, How to Access Interpreting posters, go to Interpreting Services
Patients who don’t speak English can use our telephone interpreting service to call your or any other NHSGGC service. Please ensure that your patients are given an information leaflet explaining this service in the appropriate language. Leaflets are available for immediate download in 40 languages and can be requested if not currently available. See Direct Patient Access information.
If you or your service would like to attend training on how to use interpreting services, go to our training webpage.
Barriers to Accessing Services
Adopting a flexible appointments system will help ensure that non-English speaking patients have the time they need to communicate and understand any exchange. This also applies to anyone who needs additional time to speak or who uses communication support e.g. patients who have a learning disability, speech difference or British Sign Language user.
Cultural and social issues may be an additional barrier to accessing certain services for some BME communities. For example, there is not a specific word that means ‘depression’ in certain languages, including Punjabi, Urdu and Hindi. The stigma or lack of understanding of mental health problems may be a prohibiting factor for some individuals accessing any NHSGGC services. Also, if patients experience negative or racist attitudes from staff, this will prohibit them from engaging effectively with health services.
If there is a NHSGGC registered healthcare chaplain available on site, they can assist in supporting staff and BME patients and if appropriate, can access specific faith leaders that may provide reassurance for some BME patients. Visit our website for more information.
Community isolation may be a barrier for individuals from smaller BME groups or people who have sought asylum. These individuals may have little or no understanding of the availability of services or how they are provided. This can result in isolation from many statutory services, including the wider health services. Issues relating to migration status can exacerbate such problems.
Your service may work with particular voluntary organisations who could help with considering how best to reach and engage with BME communities. Organisations who can support staff include the Integration Networks e.g. Maryhill Integration Networks, Amma Birth Partners, Red Cross for asylum seekers and refugees.
Acute Patient Pathway – Issues to consider
Pre-admission/Admission
Where possible, ensure staff are aware of your patient’s additional support needs and condition history before they attend. SCI gateway referral letters should highlight if an interpreter is required and any other additional needs.
At times, however, this may not be listed on the referral letter.
It is good practice for staff to routinely ask, “Is there anything I need to be aware of when planning your care?” This may include barriers to accessing appointment times, preferred communication methods/support or issues with travel costs.
Ensure that the patient’s interpreter needs are recorded in the ‘demographics’ on TrakCare and not only on an alert. Update TrakCare if you have a patient who does not speak English and you were unaware of this before they attended their appointment.
Use telephone interpreting if a face to face interpreter was not secured, even to just re-appointment and explain what is happening. Telephone interpreting can be used for the majority of NHSGGC appointments.
Patients who require any kind of communication support will need flexibility within their appointment. Please provide this time to ensure that patients using an interpreter fully understand the information being conveyed and have the opportunity to ask any questions. Make sure that what you have said has been understood.
For face to face interpreting support, check if the patient has stated a preference for the interpreter’s sex.
Do not use family members or bilingual staff as interpreters. Do not use Google translate.
More information on NHSGGC’s policy regarding interpreting support can be found in the policy document.
During Stay
BME patients and carers should be supported and empowered to have their say regarding co-produced care and treatment plans.
Understanding the parameters of our services is important to all our patients. Staff should ensure that the patient understands the service or treatment and why they are receiving it to ensure compliance and consent. Checking that this information is fully understood will maximise benefits to the patient.
Do not exclude non-English speaking patients from group work – they should be offered every part of the patient pathway in line with English speaking patients. The Interpreting Service can offer interpreters who are particularly skilled at working in group settings and can advise staff accordingly.
Discharge
Check that your patient fully understands their discharge plan in terms of clinical follow-up, self-care and supports in the community. If interpreting support is required for this, note that this intervention will take a longer time to complete.
It is vital to use interpreting support at the point of dispensing medication to ensure your patient understands the purpose of their medications and when and how to take it.
Information prescriptions have been used to support this in some services, with translations made as required. Ensure your non-English speaking patient knows how to call back to the pharmacy if they have any questions about their medication, using the direct access telephone interpreting service.
BME communities in NHSGGC have high rates of poverty, and many patients can find themselves going home to difficult circumstances. Please use the Money Worries web page to access simple NHSGGC referral pathways to money advice services and interventions such as the Home Energy Crisis Response Service.
Supporting Information
Clear to All – accessible information guidance and support
Meeting the needs of Autistic people and people with other types of neurodivergence
This information is for all staff involved in the treatment and care of Autistic patients and patients with other types of neurodivergence.
Using these guidelines will help ensure that neurodivergent people are enabled to access services and undergo treatments in a manner which fully addresses their needs. This information is also available on the Right Decisions app.
What is Neurodiversity?
Neurodiversity is the term that explains the natural variation in everyone’s brain, including thinking processes, information processing and learning approaches.
We’re all neurodiverse – all our brains are different. However, over 15% of people in the UK, or roughly 1 in 7 individuals, are neurodivergent.
A neurodivergent person’s brain processes information differently from what is considered typical for most people. Autism, attention deficit disorders (ADHD), dyslexia and dyspraxia are some examples of the most widely recognised neurodivergent conditions.
Most neurodivergent conditions are experienced within a spectrum – meaning that the experience will differ from person to person. A person can also identify with more than one type of neurodivergence.
Neurodivergent conditions tend to be invisible, which can create barriers for individuals in accessing the support they may need to thrive in society.
The concept of neurodiversity recognises the value of each variation making up the range of human thinking, whether it be neurotypical or neurodivergent.
It is important to use inclusive language when discussing neurodiversity, and individuals’ personal choices on how they identify should always be respected. However, identity-first language is generally preferred among neurodivergent communities, such as saying ‘autistic people’ rather than ‘people with autism’.
Autism
What is Autism?
“Autism is a lifelong developmental disability which affects how people communicate and interact with the world”.
“Autism is not a disorder… it is a neurological difference: one with a unique way of thinking and experiencing the world.”
These quotes indicate the range of opinion which exists when seeking to define Autism or being Autistic. One firmly describes Autism as a deficit based disability whilst the other considers Autism as part of the broad range of neuro types (Neurodiversity) which exist in the world.
You may often hear the term “Autism Spectrum” which reflects the range of ways someone can experience being Autistic. It is different for everyone. Some people will require very little or no support with their day to day life whilst others may live in a supported environment. Many people will have levels of support somewhere in between and these needs may vary over time.
Identifying Needs – the Autistic SPACE Framework
The variability in the experiences of Autistic people can make it difficult to create a standardised approach to patient care. The Autistic SPACE framework has been developed by Autistic Doctors International to encompass the breadth of autistic experience and healthcare access needs.
SPACE Diagram
Sensory needs – Sensory sensitivities are common to almost all Autistic people but the type of and degree to which people experience these varies. Hypo or hyper-reactivity to any sensory stimuli is possible and can vary contextually.
Predictability – Access to healthcare is best maximised for Autistic people when the environment and context is made as known and predictable as possible. Sudden or unplanned change is particularly difficult.
Acceptance – It is important to have a holistic approach, in which Autistic characteristics are understood and accepted.
Communication – Autistic people communicate differently. Many use fluent speech, but may experience challenges with verbal communication at times of stress or sensory overload. Others may be non/minimally speaking and use augmentative and alternative communication methods, including visual cards, writing or electronic devices.
Empathy – Autistic people do not lack empathy but it may be experienced or expressed differently from people who are not Autistic.
Physical, Emotional and Processing Space
Autistic people may need more physical space. Proximity to others, particularly within touching distance, is often difficult to tolerate.
Identifying, processing and managing emotions can be challenging, particularly when Autistic ways of expressing emotions are not understood. Sensory overload or overwhelming emotions may lead to Autistic meltdown or shutdown. Considering this will minimise risks, but if it occurs, the best approach is often to allow space to recover.
Understanding that Autistic people may need additional time to process new information or unexpected changes when compared to non-Autistic people is invaluable in improving the accessibility of healthcare.
Autistic Meltdowns/Shutdowns
A meltdown is an intense response to an overwhelming situation. It happens when someone becomes completely overwhelmed by their situation and can lead to a temporarily loss of control of their behaviour.
Whether in terms of outward expression (meltdown) or inward expression (shutdown), this is often brought about by lack of consideration of the Autistic SPACE principles outlined here.
Neither of these things should be viewed as challenging behaviour but if they do occur the best approach is often to allow space for the person to recover.
Experiencing persistent meltdowns/shutdowns can lead to Autistic burnout, characterised by pervasive, long-term exhaustion, loss of function, and reduced tolerance to stimulus. Application of the Autistic SPACE principles can help go some way to reducing this. For further information and advice on Autistic meltdowns, see the National Autistic Society website.
Other types of neurodivergence
Attention Deficit Hyperactivity Disorder (ADHD):
Refers to a group of behavioural symptoms which include difficulty concentrating and paying attention, hyperactivity and impulsiveness
Dyslexia
Difficulties in learning to read, write and/or spell, including reading and writing. A Dyslexic person can also have associated problems such as remembering and processing information.
Dyspraxia – Also known as Developmental Coordination Disorder (DCD).
Affects physical coordination and balance.
Can also affect working memory and cause difficulties of organisation and planning
Dyscalculia
Makes it difficult to understand and work with numbers, perform calculations, and remember mathematical facts.
Addressing barriers
Research tells us that a range of barriers to accessing and receiving health services exist for neurodivergent people.
These will vary from person to person, so it is important to have open communication to ensure that you understand what the issues may be and how best to address them.
Examples could be –
Staff not understanding condition
Find out about the person’s condition and how it affects them. Gain better knowledge through training opportunities.
Not feeling listened to
Give the time necessary to listen to the person’s experience and clarify any information given.
Use advocates where necessary.
Uncertainty/anxiety
Provide clear information about what to expect. Provide the opportunity for the person to ask questions ahead of particular appointments.
Difficulties with concentration
Too much information and complex language causes issues for most patients. Ensure your information is provided in stages, is clear and simple and is being understood at each point of delivery.
Many of the adjustments that should be considered at each part of the patient’s journey will apply to patients with other types of neurodivergence. See the Autism Acute Patient Pathway for more detailed examples.
Acute Patient Pathway
Issues to consider
This pathway focuses on measures that should be considered at each part of the patient journey to address possible barriers and concerns for Autistic people.
Many of these issues will apply to patients with other types of neurodivergence. Each person’s experience will be different – it is therefore important to communicate with patients to learn their individual needs.
Pre-admission
Give as clear a picture as possible of what the person can expect to happen.
Information (in appropriate formats) should include an explanation of processes and medical terminology. It should also, where possible, include routes to buildings/clinics from point of arrival at the hospital.
If there is sufficient advance notice of the admission, offer the opportunity for a pre visit or additional information to reduce anxiety levels about the experience. This will also aid staff understanding of what is required to improve a patient’s journey.
If it is an outpatient appointment, try to give an Autistic person appointments at less busy times of day. This may help reduce stress levels caused by busy environments.
Admission
Is the reception desk in a noisy or brightly lit area? Is there a lot of information for the Autistic person to process? Consider using a quieter, less brightly lit space for admission and allow time for the person to ask questions and process what they are being told.
If there has been no opportunity to chat or answer questions prior to admission, staff should take extra time to ensure the Autistic person (and where relevant their family/carer/partner) has understood what is happening. Speak clearly, giving the Autistic person time to process the information. If someone is non-verbal do not assume that they do not understand what is being said.
During Stay
If the waiting area is brightly lit or noisy consider the use of a quieter, less brightly lit space. Also take into account any smells; is it possible to minimise this?
Consider where the Autistic person will be during their stay in terms of lights, sounds and smells. If necessary try to allocate a quieter less brightly lit space away from strong smells.
Explain any examinations or processes to be undertaken during the stay. If an Autistic Person has a carer, enlist their support but do not talk over the Autistic Person.
Any changes which need to be made should be clearly explained to the person as soon as possible. This will give time to enable an Autistic person to process the changes and feel more comfortable.
If it is not possible to find an alternative space, consider what can be done to lessen the environment and sensory influences. A single room can be easier in terms of lessening light, sound and smell. Encourage use of noise cancelling earphones or ear buds. – Many Autistic people will have these but may not be sure of using them in the environment; consider providing such equipment. Some Autistic people also wear dark glasses to lessen the impact of bright light.
Ensure that the Autistic Person is aware of the position of other relevant facilities such as toilets (Accessible toilets if necessary).
Over-stimulation of an Autistic Person’s senses may lead to “stimming”. Stimming is a self-regulatory behaviour intended to soothe or steady an Autistic Person. This can take many forms including humming, rocking and hand-wringing or flapping but will vary from Autistic person to Autistic person. It may also involve the use of stimming tools (sometimes called stim toys) such as fidget spinners or rings and squishy toys or just something the person finds comforting. Not all Autistic people visibly stim and it may go unnoticed by others if it takes a less visible form.
Be aware that a previously vocal person can also shut down when under stress, becoming less able to communicate.
Discharge
When the appointment or hospital stay is over, be clear about what will happen next, including any timescales and the need for follow up.
Take time to go through any information that an Autistic person may need and ensure that it is in a format which is suitable for them. Go through the information with the person if necessary, ensuring you check their understanding. Take special care to ensure any medical terminology is explained.
Good Practice example – RAH Day Surgery
Autistic patients can enter the unit via an alternative entrance which enables a less stressful start to their appointment/stay.
Within their six bedded wards, staff at can pull their dark curtains around individual beds to create more privacy and lessen sensory input. They can also reduce lighting in the individual areas.
This page provides information on person-centred visiting in our maternity wards. Information about visiting in all other areas can be found on our Person Centred Visiting page.
Important considerations when visiting our Maternity Wards
Women, new mothers, and newborns staying in our maternity wards need a calm and peaceful environment. Babies need time to get accustomed to being in the world, to establish feeding, and to bond privately with their parents. In response to valuable feedback from women and their families, we ask that you help us to achieve this by:
being considerate and respectful of the needs and preferences of everyone on the ward
If you are a Partner/Key Supporter, you are welcome to visit the wards from 8:00am to 10:00pm, including during mealtimes.
Please see the Key Information below for additional information that is relevant to you during your visit.
All Other Visitors
All other visitors are welcome to visit during the following visiting hours:
10:00am to 12:00pm; 2:00pm to 5:00pm; 6:00pm to 8:00pm.
Wards are closed to visitors from 12:00pm to 2:00pm, to allow meal and rest periods for women staying on the wards.
We ask that there are no more than 2 visitors at a time. Visitors must be over the age of 16, unless they are siblings of the baby.
Please note, there may be times when we ask you to leave the ward temporarily. This is to ensure the privacy, safety, space and rest for women and babies in our care.
Key Information for Women and their Partners/Key Supporters
Attending antenatal appointments, scans, triage/maternity assessments or day care visits
Women attending any appointments can bring up to two support people, of their choice, with them to appointments.
We encourage people not to bring their other children to these appointments.
During labour, birth, and the immediate period after birth on Labour Suites or Alongside Midwife Units (AMUs)
Women admitted to the Labour Suites or Alongside Midwife Units, are able to have up to two support people, of their choice, with them.
Are overnight stays possible for Partners/Key Supporters
In response to valuable feedback from women and their families, overnight stays for Partners/Key Supporters are only possible in single-bed side rooms, and the woman or baby have particular needs.
We do not allow overnight stays in multi-bedded bays.
Who is able to access a side room during their stay?
Each ward has a small number of single-bed, en-suite side rooms. Most of our antenatal and postnatal beds are in four-bedded bays. Senior Charge midwives will make a decision as to who can access a single-bed side room during their stay, based on the following criteria (NB. this is not an exhaustive list):
Experiencing a loss or bereavement
Their baby is preterm, or unwell, and not able to be with them
Their baby is preterm, or they have twins, and are needing additional care whilst on the postnatal ward
Their psychological interventions require someone to stay overnight
The social care team has advised someone to stay overnight
They will be staying on the ward for an extended period of time
All staff in NHSGGC should feel safe, respected and valued.
Our workplace should be a place where discrimination is unacceptable and where everyone has the chance to thrive, regardless of their background or identity.
Our anti-racism campaign is based on the words of our own staff from their experiences at work. NHSGGC is an inclusive employer and there is no place for racism in our services.
Racism takes many forms, from stereotyping to blatant harassment, physical harm and direct discrimination.
‘Everyday racism’, such as thoughtless, demeaning or offensive comments, can be subtle and difficult to challenge. For example, constantly being asked “Where are you from?” when generations of the family have been born in Scotland. Or hearing a mimicked accent in workplace banter.
It’s up to all of us to stand against racism. Here are some ways we can make a difference.
Speak Up!
If you witness racism, don’t stay silent – challenge it.
If you’re able to – and feel it’s appropriate and safe to, speak up in the moment and address the colleague or patient that is demonstrating racist behaviour.
If the moment has passed, you can still speak up. Don’t let casual racist comments or asides go by. Focus on how it’s made you feel rather than labelling the behaviour – this increases the likelihood that the person will listen and learn. For example – “I felt really uncomfortable when I heard the comment you made during that meeting. What did you mean by that?”
If racism is directed at your colleague by a patient, offer support to your colleague.
If you don’t feel you can intervene in the moment, record the incident by writing it down as soon as possible. Follow it up later by checking in with the colleague the behaviour was directed at to see if they’re ok and if they would appreciate support.
It’s really important to report any incidents. Speak to a senior member of staff or contact the HR Helpline directly. See Report It section below.
Get confident about speaking up! Attend our Active Bystander Training and learn how to effectively intervene in situations of racism and discrimination.
Support Colleagues
It’s not enough to simply not be racist. NHSGGC staff must be actively anti-racist. This means being an ally to those who experience racism by listening, acting and working together to address injustices.
Educate Yourself
Increase your confidence in taking action by getting to know the issues.
Listen to the experience of black and minority ethnic people
Understand the sensitivities of language and get people’s names right
Find the similarities and the things we have in common; respect the differences
Make space for those who are often not heard
Confront your own biases and stereotypes
Be an Active Bystander
If you witness racism of any kind it is your responsibility as an NHSGGC staff member to take action.
Commit to taking positive action when witnessing unacceptable behaviour.
Gain confidence on how to intervene by attending Bystander Training and ensure any incidents are reported.
Listen to and Support Colleagues Directly Affected by Racism
When someone shares their experience of racism –
Listen – Remember that this moment is not about you and your feelings.
Don’t compare – Making comparisons to your own experiences can feel invalidating to the person who is sharing.
Don’t dismiss – A response like, ‘I’m sure they didn’t mean it’ can feel to the person sharing like you’re minimising or brushing off their experience.
Acknowledge – Statements like, ‘I’m sorry you experienced that’ or, ‘No one should have to go through that’ help the person sharing feel heard and validated.
Support – It can mean a lot for someone to hear a simple statement like, ‘I’m here for you.’
Adapted from Amnesty International
Raise Awareness of the Issues
Listen to people with lived experience of racism and amplify their voices.
Share your actions with colleagues, friends and family and encourage them to join you.
Report It
Anyone can and should report a racist incident.
If you believe you or one of your colleagues has experienced racism, call our HR Helpline on 0141 201 8545. Mon – Fri 9am to 4pm (Thurs 12pm to 4pm)
Any member of staff who experiences racism from a patient in their professional role or witnesses it, should report it to their line managers and document it on Datix.
Where a perceived criminal offence has taken place Police Scotland should be contacted and the incident number included in the Datix report. If it’s not an emergency (if there is no immediate risk to the wellbeing of the individual) you can call 101 and make a verbal report to the police. Call 999 in an emergency situation.
Racist incidents are covered by Hate Crime legislation. Hate crimes are where the victim is targeted because they are a member of a particular social group or have a particular characteristic, which the perpetrator has negative views or beliefs about. For more information on Hate Crimes and how to report them, visit our Reporting Hate Crime page.
Get Involved
Make sure your team makes a statement by displaying your own, personalised Stand Against Racism poster
Speak to your colleagues and manager and get agreement to sign up your ward / service.
Contact us at ggc.standagainstracism@ggc.scot.nhs.uk for a copy of your personalised poster, write your team name in the space provided and display it where everyone can see.
Join the BME Staff Network to connect with colleagues, share experiences and support each other. You can join as a BME member of staff or as an ally.
Follow and Support Anti-Racism Activities
See our care pathway ‘Meeting the Needs of our BME Patients’ for guidelines on how to ensure your ward or service doesn’t discriminate against BME patients.
Keep informed through social media campaigns and commentators.
Support drives for change and demand action by signing up to campaigns and petitions.
If you feel unwell when your GP Surgery is closed, and you cannot wait until the practice reopens, call NHS 24 on 111 who will provide advice and direct you to the appropriate service, if required.
If you think you need to attend the Emergency Department but it’s not life threatening, or if you need to attend a Minor Injuries Unit, call NHS 24 on 111.
Otherwise, if you need general medical advice, visit the NHS Inform website.
Advice, information and prescriptions for any medicines you may need
Routine monitoring and management of ongoing health conditions, such as diabetes, high blood pressure, stroke and heart disease
Most contraceptive services, minor surgery, maternity services and immunisations
Screening such as smears and child health
Referral to another specialist healthcare professional for tests and treatment, if required.
What happens if you have to see your GP and your normal GP surgery is closed?
Because of the current risks posed by COVID-19, unless there is an immediate need for care, your GP Out of Hours service will NOT see you if you turn up unexpectedly.
If you feel unwell, and your GP surgery is closed, call NHS 24 on 111 so they will give you the advice you need. Depending on your symptoms, this may include:
Advice on managing your symptoms at home
Asking you to visit your local pharmacy
Seeing an on-call doctor or other health professional. If you need to see a doctor immediately NHS 24 will arrange this for you.
Consultations
You may receive a telephone consultation with a GP, or a virtual consultation via Attend Anywhere, but, if you need to see a doctor face-to-face, NHS 24 will make an appointment for you at your nearest urgent primary care centre.
Patient transport service
Patient transport service are available to take you to and from the centres if required, and GP home visiting is also in operation if you are unable to travel.
Why are GP practices still working differently?
Here are some of the more frequently asked questions.
How are practices working now?
Most practices are using a “Telephone First” service.
This allows the team to assess you over the phone and consider if you need to be seen in person or if a telephone or video consultation may be more appropriate. This helps to ensure that everyone gets the type of appointment they need, and that you don’t have to travel to the surgery if you don’t need to.
In many cases, your health care issues can be as effectively managed with a telephone consultation as they can with a face to face appointment.
If you need to attend the practice for examination you will be given an appointment.
Why do reception staff ask me personal questions?
GP reception staff are vital members of the practice team and treat all information as confidential.
They ask questions to ensure that you are directed to the best support, within and outwith the practice. They are trained to ensure you are seen by the most appropriate member of the practice team and ensure GPs can prioritise the patients with the greatest clinical need.
Why am I seeing someone who is not my GP?
Many GP practices have teams of specialists working alongside the GPs.
These teams have widened and may include Nurses, Health Care Assistants, Advanced Nurse Practitioners, Pharmacists, Physiotherapists, Mental Health workers and Community Links workers. Your needs may be dealt with more effectively by one of these team members.
Where else can I get help?
NHS Inform (www.nhsinform.scot) has lots of information to help you to help yourself
Your local Community Pharmacist can help you with many common illnesses and can prescribe some medications
Community Optometrists will give you advise if you have an urgent eye complaint
Community Dentists will manage your dental problems.
Always make sure you have enough medicines to last you through the days your pharmacy is closed.
Your Pharmacist can help with many common ailments. There is no need to make an appointment.
Drop in and speak to your pharmacist first for advice on:
Pharmacy First is available from all community pharmacies in NHSGGC and allows patients to access FREE advice and/or treatment for: Impetigo (for those over two years of age) and uncomplicated urinary tract infection (for adult women aged 16-65).
When to use Pharmacy First
If you are a woman aged 16-65 with any of the following symptoms:
Burning or stinging sensation on passing urine
Need to pass urine frequently
Need to pass urine urgently.
If you are concerned you or your child may have Impetigo and show any of the following symptoms:
Minor skin infection on one area of the body
Red sores that pop easily and leave a yellow crust
Fluid-filled blisters
Itchy rash.
Your pharmacist will ask you about your symptoms in order to give you the right advice. You should be aware there are some exclusions which can prevent your pharmacist from treating you and you may need to be referred to your GP.
You must be registered with a GP practice in Scotland and should normally expect to attend the pharmacy to allow the pharmacist to assess your symptoms before deciding on whether to offer advice, treatment on the NHS or to refer you to another clinician.
Get treated faster. Go to your Pharmacy First!
Medicines
All pharmacies dispense prescriptions and most supply emergency contraception on the NHS. If you run out of regular medicines a pharmacist may give an urgent repeat supply. This is only in exceptional circumstances if you can’t get a prescription from your GP. Pharmacists can also help with medicines that you have had prescribed before.
Go to a pharmacy for free treatment.
Evening, Sundays and public holiday service
To find out when a pharmacy is open call NHS inform on 0800 22 44 88
Lines are open:
Monday to Friday, 8.00am to 10.00pm
Saturday and Sunday, 9.00am to 5.00pm
Switching from Keppra® to generic Levetiracetam
The following leaflet is designed to inform patients about why they may receive a generic version of their epilepsy medication (levetiracetam) instead of the branded version (Keppra®), and to provide reassurance about the safety and effectiveness of the switch.
For a speedy recovery, self care is the best option when you have a minor illness or injury. A well stocked medicine cabinet means you’ll receive the right treatment immediately.
Check your medicine cabinet
Make sure you have some over-the-counter (OTC) remedies for common seasonal illnesses in your medicine cabinet.
Things to have in your medicine cabinet include:
Paracetamol and ibuprofen for pain relief (check the label or speak to your pharmacist to check it’s suitable for you)
Anti-histamines to help allergies
Anti-diarrhoeals and oral rehydration sachets for diarrhoea
Indigestion remedies such as an antacid
Mild laxative for constipation
A first aid kit
Medicines specifically for children (your pharmacist can advise on the most suitable ones to keep in the house).
Remember that medicines go out of date, so don’t overstock your medicine cabinet. Always follow the advice on the pack, and if your symptoms continue (or are severe) get further advice by:
NHS inform is your national health information service. Visit www.nhsinform.scot for general NHS information, Sunday pharmacy opening times, and advice on a wide range of health issues.
If you’re well, but have a question about your health or local NHS services phone 0800 22 44 88. You can call or web chat for instant advice.
Opening Hours
Monday to Friday, 8.00am – 10.00pm
Saturday and Sunday, 9.00am – 5.00pm
Webchat, Language Line and BSL services are also available.
We use the Right Care, Right Place model for all types of care. This ensures patients get access to the most appropriate care quickly and safely. It also helps protect our Accident and Emergency Departments (A&E) so they can look after patients with life-threatening conditions.
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