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FEEDBACK AND MILDMAY’S INDEPENDENT PATIENT CHAMPION

The role of the Independent Patient Champion (IPC) is to help patients in the UK hospital have a voice on issues that affect them. It is to get the opinions, perspectives and experiences of patients. The IPC is also responsible for ongoing audits of patient care, including ensuring that feedback forms are completed on discharge and periodically during the patient’s stay or while they access day services.

The IPC, where authorised by a patient or Family, Friend, Carer and Significant Other (FFCSO), can track the progress of any complaint and may be called upon to assist in the investigation of a complaint. The IPC can also be a point of contact with FFCSO to ensure their voices as significant stakeholders are heard, but the wishes of a patient will always take priority and the confidentiality of the patient will be paramount.

Mildmay UK’s Dignity Code sets out the issues considered to be important in contributing to personal dignity, how Patients and Day Service Users have the right and deserve to be treated and has been endorsed across the health and social care partnership. These issues include:

  • Maintaining human dignity, particularly in the face of adversity, is a core human value.
  • Respect for personal identity is the critical aspect of dignity that has to be addressed in health and social care.
  • Reliance on technological solutions to health problems is no substitute for human caring and human values.

What is the Dignity Challenge?

The Dignity Challenge is a clear statement of what people can expect from a service that respects dignity. High quality care services that respect people’s dignity should:

  • Have a zero tolerance of all forms of abuse
  • Support people with the same respect you would want for yourself or a member of your family.
  • Treat each person as an individual by offering a personalised
    service.
  • Enable people to maintain the maximum possible level of independence, choice and control.
  • Listen and support people to express their needs and wants.
  • Respect people’s right to privacy.
  • Ensure people feel able to complain without fear of retribution.
  • Engage with family members and carers as care partners.
  • Assist people to maintain confidence and a positive self-esteem.
  • Act to alleviate people’s loneliness and isolation.

If you feel Mildmay has not fulfilled these standards or you would like to comment on the level of service you or someone you care for has received, please do something about it.

You can speak to the IPC or a trusted member of staff or chaplain or anyone else connected to the hospital. You or someone you trust can fill in one of the feedback cards and put it in the box in our reception area, or you can email ipc@mildmay.org.uk

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