Question:
A comment is sought on concerns raised by Roz McCall MSP on the handling of complaints by NHS Fife.
“NHS Fife complaints process not fit for purpose”
Mid-Scotland and Fife MSP Roz McCall has reiterated her demand for answers from NHS Fife regarding the stories of three families who have been left devastated after the care of their terminally ill loved ones received from NHS Fife fell well short of the standards expected.
The stories of John Nolan, Agnes McLean and Linda Nunn will be told on Scotland Tonight on STV this evening and Ms McCall has been acting on behalf of the families for over two years.
NHS Fife has formally apologised to the relatives for the failings identified in their care.
But they are continuing their fight for answers and want changes to the way complaints against hospitals are handled.
In their response to the story, NHS Fife has stated that they have a robust complaints policy however on the basis of these failings, Ms McCall has called for a thorough review of all processes to ensure transparency and accountability where clear failures have been identified, rather than a culture of secrecy which has developed within the health board.
Roz McCall MSP, (Mid-Scotland and Fife) said: ‘
’I am pleased to see that the stories of these families are finally getting the airtime they deserve however it will be of little comfort to the relatives that have been left behind.
‘’I have been working with these families for over two years and have been left astonished at the lack of transparency from the health board in relation to cases of system failure and a complete break down in accountability when things go wrong.
‘’Complaints handling and patient relations in NHS Fife is completely unfit for purpose and I support calls for an independent body to investigate claims of mistreatment and neglect.
‘’We cannot continue to have a situation where individuals are let down by a health board which only seems to be doing everything it can to protect it’s own reputation.
‘’I would encourage any other families who have experienced similar circumstances to please get in touch as soon as possible.’’
ENDS
Response:
A spokesperson for NHS Fife said:
“We fully acknowledge the distress experienced by the families involved and offered a formal and unreserved apology for the shortcomings identified in the care of their loved ones. We are deeply sorry for the pain caused and remain committed to learning from these cases to strengthen the safety and compassion of our services.
“However, we must respectfully challenge the characterisation that NHS Fife lacks transparency or accountability, and strongly refute the suggestion of any ‘culture of secrecy’. NHS Fife takes complaints extremely seriously and has in place a clear, robust complaints handling process in line with national guidance and statutory responsibilities. Our approach ensures that every concern raised is thoroughly investigated, with findings and learning openly shared with patients and families wherever possible.
“It is also important to underline that any individual who remains dissatisfied with the response received from NHS Fife has the right to escalate their complaint to the Scottish Public Services Ombudsman (SPSO) — an entirely independent body that provides impartial review of complaints about public services, including NHS care. This oversight is a vital component of ensuring public confidence and accountability.
“Of the cases highlighted by STV News, after sharing the findings of the NHS Fife investigations, only the family of Mrs Dunn have chosen to ask the Ombudsman to look into their loved one’s care. We are not aware of the families of Mr Nolan and Mrs McLean having chosen to ask the Ombudsman to do likewise, although this option remains available to them.
“We recognise and support the right of individuals and their families to speak publicly about their experiences, and encourage constructive dialogue and scrutiny. We have met with the families featured in Scotland Tonight on a number of occasions to listen to and address their concerns and offer reassurance. Our focus remains firmly on delivering compassionate, safe, and person-centred care — and on ensuring that when standards fall short, we listen, we learn, and we improve.”
For those wishing to raise concerns, we continue to encourage direct contact with our Patient Relations team:-
- Email: fife.patientexperience@nhs.scot
- Phone: 01592 648153
The full statement issued to Scotland Tonight can be viewed on our website here.
[ENDS]
