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 Mastercall’s services, helping to ensure a positive experience for patients, colleagues and partners.
Mastercall is proud to be a Dignity Champion organisation as part of the Dignity in Care campaign led by the National Dignity Council. Through our dedicated Dignity in Care Committee and network of Dignity Champions, we promote dignity, respect, privacy, choice, independence and inclusion across all areas of the organisation.
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.’