Protecting Patient Rights: User Representatives Bridge the Gap at Figeac Hospital
“We are not yet very well known. People don’t realize what we do,” says Denis Lacaille, president of Figeac Hospital’s User Commission. This dedicated group of four volunteers, appointed every three years by the Regional Health Agency, acts as a vital link between patients and the medical profession.
Their mission: to ensure respect for user rights and resolve potential disputes before they escalate. They act as interpreters, mediators, and advocates, navigating the sometimes complex world of healthcare with empathy and expert knowledge.
“When a patient wants to make a complaint, they send it to management or directly to us,” explains Lacaille. “We analyze it, studying the files before each commission meeting, which is unique to Figeac and not done in other hospitals. We phone the users concerned to listen to them, sometimes we organize a neutral meeting outside the hospital. This often de-dramatizes the situation.”
The user representatives, who receive training with France Assos Santé, are careful to build rapport and understanding. “We play the role of a firewall. Problems most often happen in emergency rooms,” says Brigitte Moreaux, another member of the team. “People are in a state of significant stress. It’s up to us to ‘defuse’ the situation.”
Around Sixty Cases Per Year
Every year, around sixty cases are brought before the commission, with the goal of preventing legal disputes. “Our aim is above all to ensure respect for human rights,” underline the representatives who lament a lack of communication as the most frequent cause of conflict.
“It’s a hospital where the doctors are human, the patients are not numbers,” observes Moreaux. “The hospital, despite the context, is still able to recruit.”
Beyond individual cases, the user representatives play a wider role within the hospital community. “ظهار1
They participate in numerous bodies, such as the Social Life Council of the two nursing homes managed by the hospital in Montviguier and Ortabadial. Denis Lacaille and Dominique Truck also attend the hospital’s supervisory board.
Their commitment extends beyond the hospital walls. To raise awareness and advocate for change, they participate in community events. On December 3rd, they will be hosting an action in the hospital hall as part of International Disability Day. Local associations, including Autisme Cri46, APF France handicap, FNATH (accident victims of life), AFTC (cranial trauma) and the League against cancer, will be joining them to support patients and advocate for their rights.
Championing Change
The arrival of a much-needed ophthalmologist is also championed by the user representatives, who remain vocal about the hospital’s needs. They don’t hesitate to advocate for improvements, quietly but persistently, pushing for an MRI machine, promised since 2022, to become a reality.
“We are committed to making a difference,” emphasizes Lacaille. “We are here to help patients navigate the healthcare system and ensure their voices are heard.”
How does Figeac Hospital’s User Commission ensure patient rights are respected while working within the hospital system?
## Protecting Patient Rights: A Conversation with Denis Lacaille
**Interviewer:** Today, we’re talking about a vital but often overlooked part of the healthcare system: patient advocacy. I’m joined by Denis Lacaille, president of Figeac Hospital’s User Commission, a group dedicated to ensuring patient rights are respected and potential disputes are resolved effectively. Denis, welcome to the show.
**Denis Lacaille:** Thank you for having me.
**Interviewer:** You mentioned that most people aren’t familiar with User Commissions. Can you explain what your group does and why it’s so important?
**Denis Lacaille:** Absolutely. We’re essentially a bridge between patients and the medical staff at Figeac Hospital. We’re appointed by the Regional Health Agency and act as interpreters, mediators, and advocates for patients who may have concerns or complaints. Our goal is to ensure their rights are respected and to help resolve issues before they escalate.
**Interviewer:** You mentioned that Figeac Hospital’s User Commission has a unique approach. Can you elaborate on that?
**Denis Lacaille:** Yes, one thing that sets us apart is our approach to analyzing complaints. We meticulously study patient files before each commission meeting. This allows us to have a deeper understanding of each situation before meeting with the patient. We also make an effort to meet with patients personally, sometimes even outside the hospital setting, to create a more comfortable and neutral environment.
**Interviewer:** You described the User Commission as a “firewall.” Could you explain what you mean by that?
**Denis Lacaille:** Many issues arise in stressful situations, particularly in the emergency room. Our role is to de-escalate these situations by listening to patients’ concerns, providing them with clear information, and helping them navigate the hospital system. Sometimes, simply having someone who listens and understands their perspective can make a world of difference.
**Interviewer:** How many cases does the User Commission typically handle in a year?
**Denis Lacaille:** We handle roughly sixty cases annually.
**Interviewer:** Thank you for shedding light on the important work of the User Commission, Denis. Your dedication to patient advocacy is truly commendable.
**Denis Lacaille:** Thank you for having me. It’s crucial that patients feel heard and supported, and we are here to ensure that happens.
