The NHS Constitution clearly states that “Patients come first in everything we do. We fully involve patients, staff, families, carers, communities and professionals inside and outside the NHS. We put the needs of patients and communities before organisational boundaries. We speak up when things go wrong.
We earn the trust placed in us by insisting on quality and striving to get the basics of quality of care – safety, effectiveness and patient experience – right every time. We encourage and welcome feedback from patients, families, carers, staff and the public. We use this to improve the care we provide and build on our successes.
This is a directive that Mastercall have embraced passionately and made absolutely central to our work ethos and service delivery. We make a point of asking for patient feedback to understand where we are doing well – and, just as importantly – where we are not and where improvements can be made.
Mastercall’s values are at the heart of everything we do and are at the core of our day to day commitment to providing the very best care for patients
Patient experience is therefore, very important to us. It helps us to continually evaluate and improve the care that we provide to patients. We want to hear about your experience so that we can ensure that our values are being delivered and where improvements need to be made that these are implemented in a timely manner.
Due to Covid and the need to ensure the safe management of infection control we are currently collecting feedback electronically by sending an SMS text, with a link to a patient experience survey, based on a percentage as defined in our contractual key performance indicators..
Patient feedback is then received by our Quality & Safety Team who analyse the responses which are then reviewed and considered by our My People Experience Committee. Areas for improvement are quickly identified, escalated and addressed. We have a culture of openness and transparency and share patient experience across our organisation.
We also work closely with the national ‘You said, we did’ scheme and the Healthwatch and Patient Opinion initiatives.