Scotland's patient safety chief has warned that some health boards within the National Health Service (NHS) are more focused on their public image than on addressing patient complaints and concerns. Karen Titchener, the independent patient safety commissioner, stated that patients raising issues are often dismissed, and some health boards operate with a "nothing to see here" mentality.
Titchener’s comments come amid claims from Dr. Michael Bradnam, a witness to the Scottish Hospitals Inquiry. He testified that he had spent 15 years raising issues at the Queen Elizabeth University Hospital (QEUH) in Glasgow without receiving a formal response. According to Titchener, it is not uncommon for the NHS to disregard individuals seeking to complain about their care.
"Time and time again, and I would say with the majority of our stories, the patient’s just shut down and they’re not listened to," Titchener told BBC Radio Scotland. "They’re even seen as a pest and an aggressive patient when they’re trying to bring up something [when] they feel that harm was caused to them."
She emphasized the importance of transparency and accountability, adding that while she cannot generalize to all boards, her interactions suggest a culture where problems are downplayed. Titchener, who has been in her role for less than a year, asserted her commitment to pushing for reassurance that incidents will not be repeated.
Dr. Iain Kennedy, chairman of BMA Scotland, echoed these concerns, calling for a cultural shift at the highest levels of the health service. He stated that the prevailing culture appears to prioritize reputation management and protecting the government over patient safety and the well-being of medical professionals.
"It’s very clear that in Scotland we still have a situation where health board reputation management and protecting the government comes ahead of patient safety and of doctor wellbeing," Dr. Kennedy told The Herald. He also suggested that many health boards seem preoccupied with financial concerns and avoiding scrutiny from the Scottish Government.
Families who have lost loved ones due to environmental issues at the QEUH expressed shock at Dr. Bradnam's submission to the inquiry. A spokesperson for NHS Greater Glasgow and Clyde confirmed that Dr. Bradnam had raised several issues this year. The health board stated that the chief executive and chief operating officers met with him, and a working group was formed to review his concerns. The group is expected to produce a report detailing the issues raised, actions taken, and recommendations.
Health Secretary Angela Constance reaffirmed her stance against bullying and harassment, expecting all NHS employees to uphold the service's values. She assured that support for whistleblowers would continue across all boards and stressed the importance of employees feeling safe to raise concerns.