Staff at Health & Social Care North Lanarkshire (HSCNL) are encouraging as many people as possible to have a ‘What matters to you?’ conversation with friends, family or children they are supporting or caring for.
This year’s international ‘What matters to you?’ day (WMTYD) on Tuesday, 09 June aims to encourage more meaningful conversations between those who provide and receive health and social care.
Almost 600 teams across 21 countries have registered to take part in the day which highlights international efforts to improve health and social care by understanding the things that are really important in people’s lives.
HSCNL is at the forefront of this international movement with staff playing a leading role in developing the protocols which provide a consistent and reliable process to guide ‘what matters’ conversations with people in North Lanarkshire.
Trudi Marshall, director of nursing, HSCNL, said: “Asking “What matters to you?” is becoming one of the fundamental questions underpinning our discussion with services users.
“Due to current circumstances with COVID-19 this international day of awareness raising is more important than ever before.
“It really is a wonderful opportunity for health and social care services users to discuss with our staff and carers to truly understand the significant benefits of person centred care.
“We know from our experience and growing international evidence that focusing on what really matters to people can play a large part in the quality and effectiveness of their care.
“On and around WMTYD each year we ask as many of our staff as possible to have a ‘What matters to you?’ conversation with those they are supporting or caring for. We want to encourage people to keep having these conversations beyond the day to have as much positive impact as possible.
“This type of approach can help staff and service users in a range of ways. It helps to establish a relationship, but it also helps staff to understand the person in the context of their own life and the things that are most important to them. As a result, staff are in a much better position to work with the person to find the best way forward in providing the best possible care for them.
“When you have this type of conversation about the things that really matter to people it helps health and social care staff do their job more effectively and it helps the person to live the sort of life that is meaningful and fulfilling for them.
“Shared decision-making is not a one-way process. It is a two-way relationship of helping people to reflect on, and express, their preferences based on their personal circumstances, expectations, beliefs and values.”
Case study
The service user
Anne* received a call from one of the North Lanarkshire helpline team as she was shielding. Anne said of her experience:
“I had my call from the Helpline from a man called Marc who is an NHS Lanarkshire worker.
“Honestly I could not fault it in any way. His manner and attitude was 100%; he was professional and formal enough, but not overly so. Very reassuring.
“His questions covered everything I could think of and the advice given about the services available was 100%.
“Also, and this is something I felt was very important, we spoke about shopping. I explained that I absolutely did not need the financial support of a free food pack and really just wanted access to the priority deliveries from Asda or even a click and collect slot.
“When he asked about my support, I explained that the two people supporting me are both still working, looking after their own household and that one of them has a partner who is also shielded so I worried for them having to ‘look after’ me too.
“He then took me back to the free food pack availability and explained that if I needed that – not financially- but because it helped shield them by not having to go out as much or if there was any breakdown in that support chain, I should order the food pack- even if it was only for a week or two.
“That advice was so reassuring for me in a sense. The chances of me needing it ever are very slim but everyone won’t be as lucky as me. The way he put it all across to me was perfect so that someone would not feel guilty or embarrassed to ask for it if they needed it.
“Marc answered all my questions about what I ‘might’ need such as prescription delivery. He explained to me exactly what I would have to do about that and how the Helpline would facilitate that via VANL. He also made sure I had registered properly for the priority delivery/click and collect slots.”
*Name changed to protect service user confidentiality.
The staff member
Marc Howard, health improvement practitioner, Health & Social Care North Lanarkshire, said: “On the Community Assistance Helpline we asked everyone we spoke to ‘what mattered to them the most at that particular point’.
“That was a question that was included from the start of contacting ‘Shielders’ and, if not from the outset, it was certainly a very early addition to a process which evolved more than 10 times throughout my time there.
“It certainly made the conversation a more compassionate conversation and many people had the same answer: ‘to stay healthy and keep myself and my family safe’.
“For some people such a simple question stumped them. I think they were taken aback that we had actually taken the time to ask them and I know it was greatly appreciated.”
