Patient Safety Charter (Section 6 of the Act) https://www.legislation.gov.uk/asp/2023/6/section/6
The Charter explains what patients and families can expect when safety concerns arise, and what the Commissioner expects from health-care providers and public bodies—particularly following major incidents.
To make patient safety expectations clear and public
To set out rights, responsibilities, and standards of behaviour
To ensure learning and improvement after harm
Patients and families affected by safety concerns or major incidents
Health-care organisations and professionals
Public bodies and regulators involved in safety oversight
The PSC commits to:
Listening respectfully and ensuring voices are heard
Acting on concerns to drive system-wide improvement
Focusing on systemic safety rather than individual blame
Communicating clearly, openly, accessibly and inclusively
Publishing findings and tracking responses to recommendations
Treating all people with fairness, dignity, and compassion
Using robust evidence and data to guide action
Supporting restorative, learning-focused responses to harm
Working collaboratively while remaining independent
The PSC’s office will provide clear routes for people to share their experiences, concerns or ideas about patient safety. We will ensure these voices inform our priorities, investigations and recommendations.
You should feel that your concerns are taken seriously, and that what you say helps shape safer care for others.
Concerns, trends and patterns raised with the PSC will be analysed to identify systemic risks.
Where action is needed, the Commissioner will make clear, evidence-based recommendations to the relevant bodies and follow up on their implementation.
You can expect that what you share contributes to real, system-level improvement.
The PSC will concentrate on improving the safety of systems rather than on individual blame. Our work will help organisations learn and prevent recurrence of harm.
We aim to make Scotland’s health-care system safer for everyone.
We will explain who we are, what we do, and what we cannot do in plain language.
Our communication will be inclusive and accessible to people of all backgrounds.
You can expect clarity, honesty and accessibility from our office.
Our findings, recommendations and progress reports will be published openly wherever possible.
We will explain the reasons for our decisions and share learning across the system.
You can expect openness and accountability in how the PSC works.
All engagement with patients, families and professionals will be undertaken respectfully and with empathy, recognising the emotional impact of safety incidents.
The PSC will ensure that all voices are treated equally.
You will be treated with dignity and kindness.
The PSC will work collaboratively with health-care providers, regulators, professional bodies and government to address shared safety challenges.
Partnership is essential for meaningful and lasting improvement.
You can expect the PSC to work with others to make change happen, not in isolation.
We will use data, research and lived experience to understand risks and measure progress.
Recommendations will always be based on evidence.
You can expect that our work is thorough, factual and improvement focused.
When harm occurs, we will encourage organisations to respond with openness, compassion and a commitment to learning.
We will support approaches that rebuild trust rather than assign blame.
You can expect the PSC to promote listening and learning, not punishment.
The PSC operates independently of Government, health-care providers and regulators.
We will act only in the public interest, guided by evidence and integrity.
You can trust that the PSC’s work is free from undue influence.
Providers and public bodies are expected to:
Listen and respond to patient and family safety concerns
Be open and transparent about incidents and learning
Act promptly to reduce risks and prevent recurrence
Cooperate with the Commissioner and provide relevant information
Foster a culture where staff and patients feel safe to speak up
Communicate inclusively and accessibly
The Charter will be publicly available
A safety management system will be used to log and manage concerns
Progress will be reported through annual reporting
The Charter will be reviewed regularly in consultation with stakeholders