Person-centred programme

Useful resources

Patient and Family-Centred Care toolkit
This is a step by step method used for understanding what a care experience is like, what needs to change, and which small improvements can make a big difference to patients, families and staff alike.

Person-centred tools and approaches videos
Watch a series of short videos on person-centred tools and approaches via our YouTube channel.

Person-Centred Health and Care Network
The Person-Centred Health and Care Network aims to provide networking opportunities by connecting people working in health and social care with an interest in developing and improving person‑centred approaches to care and support.



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Person-Centred Health and Care Programme 

It is generally agreed that person-centred care is delivered when health and social care professionals work together with people who use services, tailoring them to the needs of the individual and what matters to them.

Person-centred care also supports people to develop the knowledge, skills and confidence they need to more effectively make informed decisions and be involved in their own health and care. It ensures that care is personalised, co-ordinated and enabling so that people can make choices, manage their own health and live independent lives, where possible.

One practical approach to providing person-centred care can be in the use of the five ‘Must Do With Me’ elements of care to design the interactions between people receiving services and those delivering them. Person-centred interactions should be marked by listening, enablement, dignity, compassion and respect.

Must do with me

Practical improvements to person-centred care are promoted and supported through five key ‘Must Do With Me’ areas:

Your personal goals and the things that are important to you have been discussed and form the basis of your care or treatment.

We have asked you about the people that matter most in your life and we have given you the opportunity to involve them in the way that you choose.

We have provided you with understandable full information and supported you to make decisions that take account of your personal goals and the things that are important to you.

You will always be given the opportunity to be involved in discussions. All information exchanges and communication between professionals or between different services or supports are transparent and always provide you with the opportunity either to be present or to contribute to the process.

As much as possible, the timing and methods by which you contact and use services or supports are flexible and can be adapted to your personal needs.

Together these five “Must Do With Me” areas will help to ensure that all of the interactions between people using services and the staff delivering them are characterised by listening, dignity, compassion and respect.

‘What matters to you?’ day

‘What matters to you’ day took place on Monday 6 June 2016. It aimed to encourage and support more meaningful conversations between people who provide health and social care and the people, families and carers who receive health and social care.

Over 550 teams across 13 countries took part in the day and the range of activities can be found in the ‘What matters to you?’ day 2016 report.

Two conversation cafes were held to firstly provide a different and meaningful way to engage and capture feedback from people who had been touched by this initiative, to provide an opportunity to gain insights into how it has influenced care or support, and finally to help shape how ‘What matters to you?’ day could be coordinated next year. A summary of discussions can be found in the flash report.

Our approach

Healthcare Improvement Scotland is working with organisations across health and social care to make sure that what matters to people is at the heart of how health and care services are designed, delivered and improved.

We are doing this by focusing on three areas of work.

Health and care experience
Gathering and using feedback to improve experience of services

We are working with health and care organisations on new ways to improve services using feedback from people on their experiences of care. This will help us understand what is working well and what good practice can be shared across Scotland.

Person-centred health and care improvement programmes
Supporting person-centred programme design and sharing of best practice

We are working with national improvement programmes for health and care to ensure they have a person-centred programme design and to support, highlight and share improvement work that is ‘person-centred’ as well as ‘safe and effective’.

Connecting people and good practice
Connecting the health and care community and the public with best person-centred practice

We are connecting health and care staff across Scotland and members of the public with person-centred care initiatives that are transforming and innovating how health and care is provided. This will support people involved in the delivery of health and care services to find great examples of person-centred care that they can use where they work and to spread improvements more widely.

The overall approach of the Person-Centred Health and Care Programme is to listen to the care experiences of people who use health and care services and act on their feedback in order to improve care and support services.

Further information can be found in the Person-Centred Health and Care Programme leaflet or by contacting the team as below.

Person-Centred Health and Care Programme
Healthcare Improvement Scotland

Delta House
50 West Nile Street
Glasgow
G1 2NP
Telephone: 0141 225 6999

Email: hcis.personcentredscot@nhs.net
Follow us on Twitter: @PersonCntrdSco
Community of practice: Person-Centred Health and Care Network