Person-centred Design and Improvement Programme
What we do
The Person-centred Design and Improvement Team support people working in health and social care to take a person-centred approach to improving the services they deliver and the quality of experience and outcomes for people in Scotland.
This programme works with health and social care teams by providing direct support, coaching, approaches and tools that:
- enable them to apply a blended approach of service design and quality improvement
- develop skills and knowledge to design and improve services in a person-centred way
The programme also:
- shares learning from innovation and good practice in design and person-centred care being delivered in Scotland, and
- works closely with other teams across Healthcare Improvement Scotland to embed person-centred design and improvement in their work.
What do we mean by person-centred care?
The way people experience health and social care is often impacted by how well staff are enabled to deliver person-centred care.
Where this is done well, people who access these services are supported to make informed decisions and to be involved in their own health and care. Health and social care staff will also work with other professionals to tailor services to the needs of the individual and what matters to them, ensuring care is coordinated, compassionate, personalised and enabling.
The Person-centred Design and Improvement team support health and social care staff to develop their skills and person-centred practices to continuously improve the person-centred care they deliver.
What is service design?
At the heart of service design is the desire to put people first. To deliver the right solution or service you must first understand the problem space fully, which can only be achieved through meaningful involvement of those who deliver or receive the service.
Whilst there are similar elements to service design and quality improvement, design places a lot of value on understanding the problem through understanding service user experience in a qualitative manner.
The approach used by the Person-centred Design and Improvement team is aligned with the Scottish Approach to Service Design which describes design as a way of exploring the problem space openly, collaboratively and with service users, before a solution or service is decided.
Find out about
- Care Experience Improvement Model (CEIM)
The Care Experience Improvement Model (CEIM) is a simple framework that supports health and social care teams to make improvements that are directly related to feedback in a person-centred way.
- Experience Based Co-design (EBCD)
Experience Based Co-design (EBCD) is an approach that emphasises the importance of active involvement of people who use services, their families and carers in collaborating and working in partnership with health and social care staff to design improvements in services.
- Supporting person-centred care in COVID-19 situations
The ability to provide the type of person-centred care we should all expect has been challenged by COVID-19. During the pandemic, maintaining a focus on the principles that underpin person-centred care has, at times, been extremely difficult. Often human interaction at a personal level and the enabling of people to share in decisions about their care or support options have been limited.
Healthcare Improvement Scotland set up a learning system to support the sharing of person-centred practices developed in response to the challenges of COVID-19 and related public health measures. This work was intended to help understand and spread methods used by health and social care teams to deliver compassionate person-centred care for people receiving care, their families and carers.
- Health and Social Care Service Design Community of Practice
The community of practice is a space for individuals to come together to share knowledge, experience and challenges, as well as support each other, with the desired effect of further embedding user-centred design within health and social care. It is open to anyone with an interest in user-centred design practices within health and social care and the ihub hosts a quarterly event.
- Person-centred Care Network
The Person-centred Care Network is a community of practice that supports health and social care staff to put people at the centre of care and support. It does this by offering:
- regular learning and reflection opportunities
- spaces for networking, collaboration and exploration of practical challenges in delivering or leading person-centred care
- access to current evidence and learning from local practice in Scotland
- opportunities for skills and knowledge development