NHSGGC Sign Up for Pledge to be Seen Campaign

1 in 5 people in the UK identify as having a visible difference – a mark, scar or condition that affects their appearance. Yet more than half feel they are ignored by organisations. It’s time for people with a visible difference to be seen and heard. That’s why we are proud to have signed up to Changing Faces’ #PledgeToBeSeen campaign, committing to represent more people with a visible difference in our publications and campaign.

“I’m proud that an organisation as significant as NHS Greater Glasgow and Clyde has agreed to back Changing Faces’ Pledge To Be Seen campaign. When you stop and think about it, you hardly ever see someone with a visible difference in adverts or marketing campaigns, and all too often, if visible differences are represented in popular culture, it isn’t in a positive way, with the “disfigured villain” trope still very common.” Kaylin McLaughlin, local campaigner for Changing Faces

What is ‘Visible Difference’?

Changing Faces describe visible difference as a scar, mark or condition on your face or body that makes you look different.

This can be something you are born with or it could happen later. Anyone can be affected by a visible difference, at any point in their life.

Examples include –

• A condition that changes the shape, size, feel or look of the face or body, or how it functions, such as vitiligo, psoriasis or alopecia.
• A part of the face or body that is different, such as a birthmark, cleft lip or having fewer fingers on one hand.
• Scars, burns or changes to the face or body from an accident, an act of violence or self-harm. These can also occur because of an illness, treatment or operation.

The impact of a visible difference varies from person to person. Some people are proud of their visible difference and live fulfilling lives. Others find it emotionally challenging and feel that it limits what they can do.

Staff Learning & Resources

Online learning sessions offer a great opportunity to increase our understanding of the issues around visible difference and better support our patients and colleagues.

Representatives of Changing Faces can share what it’s like to live with a visible difference, talk about language, when and how to ask about difference, and how we can increase positive representation of visible difference.

If you would like more information on learning sessions for your team or staff group, please contact martin.patterson@ggc.scot.nhs.uk

Changing Faces also offers information specifically for health staff working with patients who have a visible difference.

Information updates for healthcare professionals

Referral Guide

“Providing fair and equitable healthcare for all is at the heart of NHS Greater Glasgow & Clyde and we are acutely aware of how important it is to accurately represent our diverse community in all our materials and campaigns.

Our ongoing commitment to building a fairer workplace for everyone means creating an environment where diversity is valued – better equipping us to appropriately support our patient community.

This pledge reinforces our resolve to ensure that anyone with a visible difference feels both seen and heard by our organisation.” Dr Emilia Crighton, Interim Director of Public Health, NHSGGC

Support

Many people with a visible difference have social anxiety, depression and low confidence. ​

Changing Faces offer a range of free, specialist wellbeing services, including:

• self-help information
• a support & information line
• Online peer community (Health Unlocked)
• 1-1 counselling​ (child and adult)
• Online facilitated Peer Support groups
• 1-1 Skin Camouflage (online and f2f)
• Workshops for children and families

Support in the Workplace

Support is also available for any staff member experiencing issues in the workplace. Contact the HR Support & Advice Unit on 0141 278 2700

Get Involved

If you have experience of the issues highlighted in the campaign and would like to get involved, please contact the Equality & Human Rights Team at equality@ggc.scot.nhs.uk

“Having NHS Greater Glasgow and Clyde commit to being a Pledge To Be Seen organisation is a huge step forward for our mission in Scotland. Being partnered with the UK’s largest NHS health provider will ensure many more people learn about what life is like with a visible difference, and how they can make the world a more accepting place.” Heather Blake, Chief Executive, Changing Faces

“I have worked with many service users who have visible differences and am only too aware of the negative response that people may have to deal with in various aspects of their life.
More and better representation across society is crucial to creating acceptance. It is also important that every one of us can be reassured by seeing ourselves represented by organisations we rely on for our health and wellbeing, such as NHSGGC.” Dr Rebecca Crawford, Consultant Clinical Psychologist, NHSGGC

NHSGGC policy states that we must provide formal interpreting support for all out-patient appointments and at least once a day for an in-patient stay.

This support can be provided via our British Sign Language (BSL) Online interpreting Service or by booking a Face to Face interpreter.

The BSL Online interpreting service is available 24 hours a day, 7 days a week. This means that in an unplanned or emergency situation, staff can quickly link up to an interpreter at any time and communicate with their Deaf patient. It can also be used during hospital stays, or to enable Deaf patients to communicate with staff if waiting for a face to face interpreter to arrive.

The BSL Online service can be easily accessed by any available device, such as the ward iPad or any mobile phone, using the QR code below. Copies of this can be printed out for use at nurse stations. A4 posters which meet infection control standards are also available on request.

For more information on using BSL Online or Face to Face interpreting support – see the NHSGGC Interpreting Policy or contact Paul.hull@ggc.scot.nhs.uk.

Scan the QR code below or use this link to connect with an online British Sign Language Interpreter (Use 5G/4G or PATIENT Wifi).

The following information is designed for students to ensure you are able to get the right support from the health service during your time studying in Greater Glasgow and Clyde.

Student Checklist

Have your registered with a GP?

All students living within Greater Glasgow and Clyde should ensure they are registered with a local GP.  

Registering with a GP is free, and will ensure that if you need primary care, you will not need to go back home, or rely on A&E services which should only be used for very urgent or life-threatening illness and injuries.

Do you know how to use our Virtual A&E service?

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All students can access NHSGGC’s virtual A&E service which provides emergency care consultations either through video or over the telephone. It means you can get urgent care without having to travel to a physical A&E. 

You can access the virtual A&E by calling NHS24 on 111. More information on the virtual A&E, also known as the Flow Navigation Centre.

Do you know where your nearest pharmacy is and how they can help you?

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Your local pharmacy is your first port of call for a full range of minor ailments. You do not need an appointment and there are hundreds of pharmacies across Greater Glasgow and Clyde.

Do you know where to go for mental health support services?

If you, or someone you know, needs support for mental health, there are a number of options. Your college or university may have its own dedicated service.  

Do you know how to access sexual health services?

The Sandyford provides specialist sexual health services for Greater Glasgow and Clyde. Find more information on services, opening times and clinic locations, visit: the Sandyford Sexual Health Services website or watch the below video.

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Dental support

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In order to receive the full range of dental treatment and care under the NHS, you must be registered with a dentist. Your dentist will then provide regular check ups, planned routine treatment and emergency care, if required. 

If you think you need to go to Accident & Emergency

If you require urgent care, but it’s not life-threatening, you should call your GP. If your GP is closed, you can call NHS24 on 111 to access NHSGGC’s virtual Accident and Emergency (A&E) Service which provides emergency telephone and video consultations. 

If it’s a life threatening emergency, phone 999 and ask for an ambulance. You can also go directly to an A&E.

Also known as the Flow Navigation Centre, you can use this service to get quick, direct access to emergency care, either through a video or telephone consultation.

You can receive treatment from the comfort of home, without having to visit a busy A&E department.

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When to use the Flow Navigation Centre

If you think you need to go to A&E, but it’s not life-threatening, and you can’t speak to a GP, you can access the Flow Navigation Centre. To do so, call NHS 24 on 111.

The NHS24 triage team may feel you could benefit from a virtual A&E appointment and will refer you directly. Depending on your needs, they will provide more appropriate advice and treatment options.

If you get an appointment with the Flow Navigation Centre, a team of emergency care nurses and medics will provide you with a virtual, or telephone consultation.

Just like a physical A&E, after your consultation a number of things can happen:

• You may receive self-care advice and told to phone back if your symptoms worsen
• If you require physical treatment, you could be given a scheduled arrival time at one of our A&Es or Minor Injuries Units
• You may be referred to a more appropriate specialist service.

The Flow Navigation Centre operates seven days a week and covers the whole of NHSGGC.

NHSGGC Staff Guidance – Money Worries

Asking and responding to patients’ money worries is part of Inequalities Sensitive Practice, which is about taking into account each patient’s social circumstances and how they are affecting their health. It also relates to person centred care.

Advice On Money Worries – Who is it for?

Money advice support is for patients, parents/carers or staff of all ages, regardless of their working status.

Why is it important?

With the recession and changes to the benefits system, many of our patients are experiencing money difficulties and mounting debts. The COVID-19 pandemic has also created additional financial worries for many people.

This is important to health services as in addition to being a cause of poor health, money worries can also be a barrier to engaging fully with our services.

“I observe this again and again – that I cannot address medical issues as I have to deal with the patients’ agenda first, which is getting money to feed and heat.”  GP

By asking a simple question and providing assistance on where to get help, we can do a lot to prevent unnecessary worry and anxiety.

The Improvement Service provide a short film aimed at healthcare professionals outlining the link between poor health and money worries.

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What Kind of Advice is Available?

If your patients are facing financial difficulties, they should not pay for advice.   You can help your patients to use the free, high quality services available across NHSGGC which offer help with:

• Maximising Income      
• Debt Advice
• Benefits
• Savings
• Banking
• Budgeting

Evidence shows that referring patients to these services can result in improved mental health, increased income, debt reduction, increased financial planning and reduced stress.

How Do I Ask About Money Worries?

If done sensitively, patients value being asked about money problems and referred to Money Advice Services.  It only takes a few minutes to do and can be incorporated easily into patient assessment as part of a person centred approach. Most NHSGGC assessment forms cover money worries.

• “Do you have any money or debt worries?
• “Would you like to speak with an advisor to discuss money worries or help you to claim any benefits that you may be entitled to?”
• “Is having a baby adding financial pressure?”

These type of standard questions for introducing the topic of money worries are used in the community setting. Similar questions are used in hospitals, where staff need to establish whether the patients has any immediate work/money related concerns as a result of their health condition.

If you are working with groups of people it is good practice to discuss people’s health in the context of their life circumstances.  Money and debt worries are a major issue for many people and should always be covered in these discussions.

How Do I Make a Referral?

Where patients have issues relating to money worries and debt, the role of staff is to:

• reassure that support is available
• gain consent for referral
• refer to the service

In Hospital settings – complete a referral by contacting the Support and Information Service at sis@ggc.scot.nhs.uk

For more information on our hospital-based money advice services, please visit: Hospital based money advice services – NHSGGC

In community settings, use the link below to locate Money Advice services in local settings: NHS Inform: Scotland’s Services Directory: Money Advice

Resources

The Money Helper website offers information and advice on budget planning and improving your finances, including tools and calculators to help you plan ahead.

Gender-Based Violence (National Guidelines)

What Health Workers Need to Know

This guidance is intended for use by service managers and staff members who, in the course of their work, are involved in identifying and responding to gender-based violence.

Gender-based Violence National Guidelines – What health workers need to know

• GBV National Guidelines: Childhood Sexual Abuse
• GBV National Guidelines: Commercial Sexual Exploitation
• GBV National Guidelines: Domestic Abuse
• GBV National Guidelines: Overview
• GBV National Guidelines: Rape and Sexual Assault
• GBV National Guidelines: Stalking & Harassment

• NHS Inform – Health information in different languages and formats
• How to Use the NHS in Scotland – YouTube videos.
• Travel and Transport – Our own web pages.
• How to provide feedback or make a complaint
• Information in Other Languages – How to ask for translated information (multi-language statement)
• For information on disability benefits in Scotland and how to apply, please visit: Disability and illness – mygov.scot

If you require this or any other NHS information in another format, such as large print or braille, or in another language, please use the contact details on your patient leaflet or letter or contact us.

Spoken Language – Face to Face or Telephone Interpreting

You are entitled to interpreting support for all NHS services, including hospital and GP appointments, dentists, opticians, chiropodists, pharmacists etc. A member of staff must provide the interpreter for you. 

Patients can now also access the telephone interpreting service to contact any NHSGGC service. For example, you can use the telephone interpreting service to make an appointment with your GP, discuss medications with your Pharmacy, book a Maternity appointment or contact NHS 24.

An information leaflet is available in multiple languages. It explains how to use the service by calling or by using a mobile app. It provides codes specific to NHSGGC services so can only be used for this purpose. Use this link to find the language you need.

British Sign Language – Face to Face or Online Interpreting Services

Watch BSL video

NHSGGC must ensure that BSL interpreting support is provided for you when you use our services. Please make sure your Clinician/GP knows that you need interpreting support so that they can arrange this with as much notice as possible.

The BSL Online interpreting service is available 24 hours a day, 7 days a week. This means that in an unplanned or emergency situation, staff can quickly link up to an interpreter at any time and communicate with their Deaf patient. It can also be used during hospital stays, or to enable Deaf patients to communicate with staff if waiting for a face to face interpreter to arrive. BSL Online is now available at hospital sites across NHSGGC.