My People Experience Committee
Mastercall recognises the value and importance of gathering ‘peoples’ experience and feedback to improve the way that we engage as an employer and operate as a service provider and key system stakeholder.
Mastercall’s ‘My People Experience Committee’ encompasses ‘all people’. This includes our staff/workforce, patients, commissioners, system partners and wider system stakeholders with whom we interact.
We value, respect and appreciate every person’s experience of engaging with Mastercall.
Patient Centred Care
As part of our commitment & vision of providing the best patient care at the very best place for the patient, we work by the 8 principles of patient centred care.
Patient-centred Care is increasingly recognised as a critical dimension of safe, high-quality health care.
These aims are built around the core need for health care to be:
– Safe: avoiding injuries to patients from the care that is intended to help them.
– Effective: providing services based on scientific knowledge to all who could benefit and refraining from providing services to those not likely to benefit.
– Patient-centred: providing care that is respectful of and responsive to individual patient preferences, needs, and values, and ensuring that patient values guide all clinical decisions.
– Timely: reducing waits and sometimes harmful delays for both those who receive and those who give care.
– Efficient: avoiding waste, including waste of equipment, supplies, ideas, and energy.
– Equitable: providing care that does not vary in quality because of
– personal characteristics such as gender, ethnicity, geographic location, and socioeconomic status.
Principles of Patient Centred Care
Patient-centred Care is increasingly recognised as a critical dimension of safe, high-quality health care. These aims are built around the core need for health care to be:
– Safe: avoiding injuries to patients from the care that is intended to help them.
– Effective: providing services based on scientific knowledge to all who could benefit and refraining from providing services to those not likely to benefit.
– Patient-centred: providing care that is respectful of and responsive to individual patient preferences, needs, and values, and ensuring that patient values guide all clinical decisions.
– Timely: reducing waits and sometimes harmful delays for both those who receive and those who give care.
– Efficient: avoiding waste, including waste of equipment, supplies, ideas, and energy.
– Equitable: providing care that does not vary in quality because of
– personal characteristics such as gender, ethnicity, geographic location, and socioeconomic status.
Dignity in Care
Dignity in Care oversees all aspects relating to dignity and respect at the heart of all Mastercall’s services to enable a positive experience of care.
Led by the National Dignity Council, Dignity Champions form part of a nationwide network of over 40,000 individuals and organisations.
Mastercalls commitment to Dignity in Care began in 2013 following successful accreditation with the Daisy mark. Mastercall has shown excellence in delivering dignity in the care it provides to staff and patients and is proud to have consistently achieved 100% in the reaccreditation criteria every two years. Mastercall is the only Out of hours service provider in the country to have held this accolade.
Freedom to Speak Up
The aim of the Freedom to Speak Up process is to provide advice and recommendations to ensure that staff feel secure to raise concerns regarding patient safety.
Within the Freedom To Speak Up remit, an individual may come to the Freedom To Speak Up champion with concerns about any aspect of care or performance in Mastercall. We promise anonymity and any information provided under Freedom to Speak Up is thoroughly considered and responded to.
Dawn Dover, Operations Training Lead is our named Freedom to Speak up Champion. Dawn is supported by Gillian Bickley, HR Manager. Both are overseen and guided by our Chairman, Dr Jullien Walkley.
You Said, We Did
As part of our commitment to providing the best care for our patients, Mastercall sends out numerous surveys to a cohort of patients across multiple services that we deliver.
We also have paper friends and family tests available at each location and undertake some direct feedback sessions with those who have volunteered to be interviewed or join our patient forum.
Based on the responses we receive, these are often followed up with actions from ourselves in the form of ‘You Said, We Did.’