Promoting a Speak-Up Culture at NHS 24
At NHS 24, we are dedicated to creating an environment where our staff feel empowered to raise concerns about patient safety, malpractice, and other forms of harm. We believe that fostering a culture of openness and transparency is essential for delivering the highest quality of care to our patients.
To support this, we have a national process for raising concerns, developed by the Independent National Whistleblowing Officer (INWO). This three-stage process ensures that staff can raise concerns as early as possible and receive the support and protection they need. The first two stages are managed internally, while the final stage involves an independent review by INWO. This guidance, freely available on our intranet, outlines how these standards are implemented. It also provides clear instructions on how staff can raise concerns, including speaking directly to designated staff known as ‘Confidential Contacts’ or contacting dedicated email addresses or phone numbers for whistleblowers.
As part of our commitment to promoting a speak-up culture, we are proud to support?Speak Up Week, an initiative by INWO to encourage open conversations about whistleblowing across the NHS in Scotland. This year's Speak Up Week will feature live events and discussions on leadership, psychological safety, and the experiences of those involved in the whistleblowing process. Together, we aim to drive change that enables more people to speak up and prevent risks of harm.
Liz Mallinson is NHS 24’s Whistleblowing Champion and Non-Executive Director. She plays a crucial role in monitoring and supporting the effective delivery of our whistleblowing policy. Liz ensures that our Board complies with whistleblowing responsibilities and provides critical oversight to ensure managers respond appropriately to concerns.
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Liz says:
"Creating a working environment in which it is the norm and in which it is safe to “speak up” is of vital importance to NHS 24.
"Open communication, trust, and actively listening to feedback are at the heart of an organisation which learns and improves. By promoting openness, honesty, and providing support and assistance, we can all play a part in building the culture we want and need, ultimately supporting patient safety and staff health and well being."