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We have now concluded phase two of this project and will shortly be announcing our exciting plans for publishing the stories as a collection with implications for practice

John and Kirsty’s story

Maggie’s story


Bryony‘s story

Katy‘s story

Joanna & James‘s Story

Lisa’s story

Wilma‘s story

Paula’s story

Denise‘s story

Muriel’s story

Alison‘s story

Donna’s story

Sally‘s story

Sandy’s story

Alexandra story

Julie‘s story

Keir’s story

Catherine‘s story

Hilda’s story


In May/June 2020, 39 people working in different ways across health and social care contributed stories of how they were working with people on their outcomes under COVID.  You can watch the video of key themes from the first 20 stories: PON webinar.

Don is CEO at Shared Care Scotland, which seeks to promote regular, quality breaks from the demands of informal caring routines. Staff wellbeing remains a priority and Don makes the case for focusing on outcomes rather than activity at work in the context of new ways of working.

Rachael‘s story blends the personal with the professional, with important messages about the experience of being a Deaf woman, mother, member of the Deaf community and working with deaf children, during the pandemic.

Joanna and James are specialist podiatrists in the NHS GG&C. They continue to provide direct care to people identified most at risk. People have been proactive in their care which has helped the service a lot.

A Social worker has valued the holistic focus of social work at this time. Workers have a new understanding of providing a service during a crisis.  Would like to see practitioner wisdom influencing next steps including performance measures.

Bryony is a group leader at Seal Dunfermline.  On a mission to make sure children still feel valued, supported, listened to and understood.  “We feel very proud of our young people as they adapted so quickly.”

Will, programme manager at Scotland Reducing Gambling Harm, is motivated by outcomes of better health, relationships & financial wellbeing. While concern remains about accessibility, online engagement has flattened some power dynamics.

Family support workers from Ayrshire, with different perspectives on COVID impacts, including the importance of being supported by both the team and managers and seeing the benefits of different forms of family contact for looked after children.

Hilda director of COPE. on ‘Surviving the COVID emotional roller coaster.’ They are striving to be proactive & co-design resources. The challenges and stresses of COVID are real, we need to support each other.

Alice is volunteer development officer at Engage Renfrewshire. Huge increase in volunteers has expanded the knowledge and skills available . More digital learning resulting in greater inclusion as learning is done in a more relaxed environment

Wilma is a headteacher at Highpark school in Glasgow, strengthening community partnerships to overcome the digital divide. Finding ways to ensure children and families including children with autism are nurtured, included and well.

Fatima is trust manager at Govanhill Community Baths, a grassroots organisation – very active during covid – making best use of local staff who know the community.  New links have been forged and progress made with tackling poverty and racism.

Claire is working hard at the Coalition of Carers to communicate to Scotland’s carers and carer centres thru an avalanche of information. Hoping stronger third sector links to policy & quick decisions to meet outcomes will continue.

Katy explains how Midlothian HSCP has worked with the Red Cross – to support people identified as frail through GPs. People value proactive welfare calls offering practical help and social connection, evolving over time in response to what matters.

Donna works on an inter-generational project with the Soil Association. During COVID they found ‘good food was what mattered to people; where to get it, how to cook and store it and how to support people facing severe food poverty. Also, staying connected.

Denise is a photographer and carer for her mother Betty who has dementia. In ‘Lockdown with Betty’ we hear about how the family responded when Betty unexpectedly moved in for three months during covid.

Carla is part of a new NHS Lanarkshire team, setting up GP community link workers. While the team is redeployed to a covid hub, Carla is planning how best  to support people’s wellbeing in a changed local landscape.

John Paul Directs Teachmindset, supporting growth mindset for pupils and teaching staff. He shares his optimism that schools can become places of wellbeing and resilience.

Gillian lectures in social work at university. Many of the current challenges are shared, increasing staff empathy & commitment to support students. Honesty is vital, even to acknowledge not having all the answers right now.

Lisa  has been involved in introducing online technology to hundreds of care home residents and staff, allowing rapid access to podiatry, GPs and district nurses.

Theresa manages Buckreddan care centre where staff have got to know residents better under lockdown, and the importance of relationships has come to the fore

Anne-Marie has worked with her team of brokers who have found a new role in providing PPE to personal assistants along with reassurance & supporting wellbeing

Julie is a coach & trainer at the Thistle Foundation.  The CEO has been staying connected to staff and people using the service = people feel valued at an isolating time

June worked with a team in NHS Grampian to provide training for new healthcare support workers, striving to take a person centred approach despite time pressure

Iain has moved from being a healthcare support worker to educating new HCSWs coming on board in response to COVID. He did not expect to be teaching 5th year medical students and enjoys the mix of people involved

Paula is a further education counsellor. Being forced to use different methods to counsel students has boosted her confidence and seems to work well for people she works with.

Hamish works with Citizens Advice, ensuring that EU nationals are supported to be able to stay in the UK. This support is soon to be available to people working in & receiving care

Lesley is a community OT. Work as usual had become prescriptive & increasingly restricted. Lockdown has meant joint working, using core skills and more learning

Kate manages Fife Women’s Aid.  While concern remains about hidden need, creativity & partnership ensure more accommodation for families, and  increase digital inclusion to keep families connected & safe.

Lorna is a speech and language therapist at NHS Fife.  Great support from psychological services and permission to be human = kindness and connection for all.

Sally as education lead at Strathcarron Hospice has been working with care home staff. Despite their challenges: “care home staff and the jobs they do appear to be more valued by others.” Psychological support to staff has moved up the agenda.

John is a consultant with the Scottish Violence Reduction Unit and Tutor on North Ayrshire Recovery College. Two current projects have had to be handled differently both with surprisingly positive results.

Catherine is an alcohol liaison nurse and team manager at Edinburgh Royal Infirmary.  The team have shifted to providing wellbeing support to staff.  Strong sense that this support should continue through and beyond COVID.

Alison is the founder of Compassionate Inverclyde. As most of her volunteers have had to shelter, she has become very operational.  There are now stronger links with other voluntary organisations, collaborating to respond to the new needs.

Muriel is a volunteer with Compassionate Inverclyde.  She describes how things have changed in Inverclyde Royal Hospital. Volunteers have built new bonds with ward staff.  They have also delivered ‘isolation boxes’ in the community.

Mark tells us about continued support provided by East Renfrewshire carers centre. Some young carers appear to prefer online conversations.

Keir tells us how he has changed his approach to co-ordinating the suicide prevention…lived experience panel.  Some challenges from doing sensitive work online but some benefits too, including regular social quizzes and wellbeing check ins.

Maggie has had to change the way she works with families in her role as a community engagement worker.  Having to use her skills in a different way has boosted her confidence and involves putting values into action.

Sandy  describes how the crisis and use of technology have combined to change working relationships, mostly for the better: “the common purpose is stark but unifying”.


The term ‘outcomes’ has different meanings. When we talk about personal outcomes we mean what matters to people in their lives. Identifying personal outcomes means engaging with a person to find out from them what their priorities are. In Scotland, work to support the development and implementation of a personal outcomes approach began in 2007. The Talking-Points-Practical-Guide includes useful information from an earlier stage.  Considerable progress has been made, but there is always more that can be done.

In 2015, the Personal Outcomes Network, a national cross sector group was formed, offering open membership to those committed to working together to support ongoing developments in health and social care, as well as other human services, locally and nationally. The Network is seeking to develop a wider and more consistent understanding of personal outcomes across diverse service settings.

We recently produced a brief evaluation report on the PON.  This includes our new outcomes map and feedback from our members.

This website has been developed to raise awareness of the Network and to bring together a range of evidence and practice-based resources that can:

  1. Contribute to a skilled and confident workforce
  2. Support organisational change
  3. Engage and influence policy makers

Most of the resources are applicable across service settings, with additional carer-specific and dementia-specific materials provided through dedicated pages.

Creative Commons License

We hope you find the resources helpful. The materials are copyrighted via Creative Commons, requiring that you acknowledge sources when drawing upon any of the information made available through this site. The material may not be used for commercial purposes  http://creativecommons.org/licenses/by-nc/3.0/