Question:
The broadcaster has been speaking to relatives of people who were patients at the Victoria Hospital in Kirkcaldy and the Queen Margaret Hospital in Dunfermline as part of an investigation for STV's current affairs programme Scotland Tonight. They have each raised issues about the level of care their loved ones received as well as their dissatisfaction with the response from NHS Fife when they raised concerns. In each case, the next of kin have provided written consent to enable NHS Fife to respond to STV about the specific concerns they raise regarding their loved ones care.
The health board is asked to respond to these allegations and the following more general questions.
- Are standards of care within NHS Fife hospitals up to standard?
- Is the complaints process for patients' relatives fit for purpose in terms of getting full information quickly to relatives on request?
- Are you satisfied with how complaints procedures are handled?
- Is there sufficient transparency within the complaints system?
- Have the recommendations arising from historic complaints been implemented to ensure there is no repeat of the trauma which some relatives claim they have suffered?
Response:
NHS Fife Director of Nursing, Janette Keenan, said: “NHS Fife is committed to delivering safe, compassionate, and person-centred care to every patient we serve. The wellbeing and dignity of those in our care is always our highest priority, and we are deeply sorry to hear of any family who feel dissatisfied with the standard of care their loved ones received.
“We always aim to provide care that is of a very high standard. The feedback we receive from patients gives us confidence that we achieve this for the vast majority of those we see, which is testament to the skill, dedication and professionalism of our staff. We accept, however, that there are occasions where the care we provide falls below the standards that our patients expect and deserve.
“Where any concerns are raised — whether through formal complaints or other feedback — these are taken seriously. We are very grateful to those who take the time to raise concerns as we recognise that hearing directly from patients and their families is vital to helping us learn, improve, and adapt our practices where necessary. It is through this process that we can continue to enhance the quality of care across all of our services.
“NHS Fife follows a robust and transparent complaints procedure, in line with national guidance, to ensure that concerns are responded to fully, fairly, and promptly. Our complaints process includes a thorough review of the care provided, input from the clinical teams involved, and direct communication with the individuals or families concerned. In some more complex cases, this process can take a number of months to complete. Where shortcomings are identified, we act swiftly to put measures in place to prevent them from happening again.
“Should patients or their families continue to feel dissatisfied following our own complaints process and subsequent response, they have the option to ask the Scottish Public Services Ombudsman (SPSO) to carry out an independent investigation.
“NHS Fife is fully committed to openness, transparency, and accountability in all that we do. We welcome scrutiny and remain focused on learning and improving to provide the highest possible standards of care to the people of Fife.“
[ENDS]
