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 an interpreter for all NHS services, including hospital and GP appointments, dentists, opticians, chiropodists, pharmacists etc. A member of staff must provide the interpreter for you.
During COVID restrictions, face to face interpreting using PPE equipment is still permitted in some circumstances. However, telephone interpreting will be used unless this is not appropriate for the particular patient or appointment. Attend Anywhere / Near me video interpreting is also available for spoken language interpreting.
The following leaflet states your right to an interpreter and explains to staff how they should go about this if they are unsure. You can print it off, or contact us for a copy to carry with you when attending appointments. Click here for more information
British Sign Language – Face to Face or Online Interpreting Services
The NHS has a responsibility to make sure that BSL interpreting support is provided for you when you use our services. Please ensure that your Clinician/GP is aware that you require interpreting 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.
During COVID restrictions, face to face BSL interpreting using PPE equipment is still permitted. However, we may suggest the use of video interpreting to facilitate the appointment if this is considered a safer option.
Video recording of NHSGGC Care Homes webinar 12th May 2022
The Healthier Wealthier Children (HWC) project continues to provide evidence of financial gain, debt reduction and reduced stress for NHS patients.
Since its launch in 2010, this NHS led child poverty initiative has resulted in over £60 million pounds going back into the pockets of local families with over 45,000 referrals to money advice services from NHS Greater Glasgow and Clyde staff.
The initiative has meant that many people are now receiving welfare benefits they were unaware they were entitled to. Debts have been written off and sanctions appealed successfully. Families have had access to grants and assistance with dealing with food and fuel poverty.
All NHSGGC midwives, health visitors, family nurses and specialist children’s service are now asking about money and debt worries routinely and referring to money advice services as part of day to day care.
The project has now been mainstreamed across all NHSGGC areas:
maintaining Children & Families referral pathways to money advice services
awareness sessions on money worries, child poverty and welfare reform for NHS staff
monitoring outcomes of the Healthier Wealthier Children approach
mainstreaming group work programmes
In addition, from October 2021 there is a national roll-out of primary care money advice for areas of highest deprivation. Some patients with children will access this service. NHSGGC has five Health & Social Care Partnerships involved: East Renfrewshire, Glasgow, Inverclyde, Renfrewshire and West Dunbartonshire.
The Healthier Wealthier Children model is cited as a requirement of Scotland’s Child Poverty action plan and similar models have been developed in London as as far afield as Sweden and Australia.
We want to ask, listen and do what matters to people every day.
On or around the 6th June each year, 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.
This has now become an international movement with many countries around the world participating. Asking WMTY is easy and involves three simple steps:
Ask What Matters;
Listen to What Matters;
Do What Matters.
Information for people receiving care and their families
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 is most important to you.
We want to know what matters most to you, so we can provide care that works for you. You can:
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.
This video from Healthcare Improvement Scotland explains more about the WMTY approach:
The Person Centred Health and Care Team speak to people currently receiving care about their experience of care.
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 the real-time Care Experience Improvement Model. You can find further information about the model from Healthcare Improvement Scotland.
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.
