Outcomes that Matter: Person-led Approaches to Transforming Health and Social Care Services


Diana Hekerem – Head of Transformational Redesign, Healthcare Improvement Scotland

Des McCart – Senior Programme Manager, Healthcare Improvement Scotland

Diane Graham – Improvement Advisor Person-centre Care, Healthcare Improvement Scotland

Nadine Hare – Highly Specialist Speech and Language Therapist (Head & Neck/Voice)

This session will provide a rich learning opportunity for delegates who have an interest in person-led approaches that enable improvements to public services for both individuals and communities.

Healthcare Improvement Scotland has worked across health and social care systems to support person-centred design and build improvement capabilities in the workforce to enable delivery of outcomes that matter to people and communities.  

This session will focus specifically on the impact of two approaches:

  • a community-led support (CLS) approach; and
  • an Experience Based Co-design (EBCD), a participatory co-design and quality improvement approach. 

Both of these approaches aim to deliver change in the health and social care system through person-centred design thinking, collaboration and participation. This enables public services to have an equal focus on both ‘doing the right thing’ and ‘doing the thing right’.

Examples will be shared of how health and social care services have used these approaches to enable them to work with their communities and service users. This allows them to better understand what services feel like from their perspective, and to illustrate how care, support and services were co-designed together with people to incorporate improvements in both experiences and outcomes. 

The session will outline how these approaches have helped people and communities to be fully involved in the change process as well as in achieving their own outcomes. 

Real examples will include the redesign of an antenatal education service in Ayrshire that was accomplished using a co-design approach between women and midwives; and the establishment of community hubs across the Scottish Borders, located in the places that matter most to each community.  

Key learning from achievements and challenges will be presented, along with how listening to what matters most to people has influenced public services to transform the care and supports they deliver.