Conference Poster: Glasgow City (More than words: A language of care in Glasgow)

Beyond systems change to culture change: towards a language of care in Glasgow

Why did we make the change?

Reports must be written in the assumption that the young person will read them at a later date

(The Promise, pg 69)

Scotland must change the language of care. Language must be easily understood, be positive and must not create or compound stigma

(The Promise, pg 87)

Simple, caring language must be used in the writing of care files

(The Promise, pg 69)

Who made the change?

In Glasgow City Health and Social Care Partnership (HSCP) we have almost 50 named Promise Keepers who have pledged to make change happen.

We meet every 2 months to talk about what matters to Glasgow’s children, young people and their families, and how we are making sure that we are keeping Glasgow’s Promise.

We realised that we were often talking about the importance of language. So people from this group formed a smaller Language of Care working group. This group meets every 8 weeks.

What did we do?

We spent around 18 months talking about the importance of words, language and care. We really thought about all the different ways that we write and record information.

We learned from others across the UK and beyond.

We started a test of change in one Children’s House— working with the whole community of carers and young people, really looking at the purpose of everything that they communicate, record and write.

We will take this learning and spread this across all of our Children’s Houses.

We developed a Relational Writing training programme with the plan that everyone in our children and families teams would benefit from this learning.

Together with the Promise Design School we have a large change team, including 3 children & families whole sub-teams, testing how to write, record and communicate differently.

What did we learn?

We learned to slow down. We realised that we had to make the right change and that it takes time to do things right.

We were moving to the solution of the Relational Writing training programme too soon.

Photos can say more than words. We had a key moment - when we realised that we had spent too much time thinking about systems change and trying to find solutions, when what we really needed was cultural change.

That was when it became clear that we needed “More than words”. That what we were trying to make happen couldn’t be fixed by a list of words that people shouldn’t use anymore, or new words that they should - but that meaningful change would be achieved by a culture of care.

Culture of care – families that we support really feel our genuine care. That we want to help them to make things better. And that we too care for our people who support Glasgow’s families.

Once you get that right – the “words” won’t need to be taught. They will be felt, experienced and communicated.

We would welcome the opportunity to connect and learn from others trying to make the same changes. Please do get in touch

Alison Cowper alison.cowper@glasgow.gov.uk

Marie Duncan marie.duncan@glasgow.gov.uk

Elaine Gillespie elaine.gillespie@glasgow.gov.uk