Portfolio Question Time – in the Scottish Parliament at on 26 November 2025.
Ruth Maguire
Scottish National Party
To ask the Scottish Government whether patient complaints and feedback about the care they have received from NHS boards are used to inform inspections undertaken by Health Improvement Scotland. (S6O-05203)
Neil Gray
Scottish National Party
Healthcare Improvement Scotland has a duty to improve the quality of healthcare in Scotland, and its inspection programme is a key part of fulfilling that duty. HIS determines what inspection activity it should undertake, using a risk-based, proportionate and intelligence-led approach. That includes consideration of patient complaints and feedback, which are a valuable source of information and intelligence for making improvements.
HIS also gathers information from patients, families and staff during inspections. Through the process of responding to concerns, HIS addresses complaints in a person-centred manner, upholding the rights of everyone involved.
Ruth Maguire
Scottish National Party
The Cabinet secretary and I have previously spoken in the chamber about the impact that a negative experience of birth can have on women and their babies. I have shared a letter with him that my constituent submitted to NHS Ayrshire and Arran in May 2025, which gave a detailed account of her negative experience. NHS Ayrshire and Arran will not engage with MSPs once a complaint process has been triggered, which I find to be a defensive approach. On behalf of my constituent, I chased up the matter with NHS Ayrshire and Arran on 5 October, when I was told that a draft response was in progress, and again on 30 October.
At the end of her letter, my constituent said that she wished that her complaint would be
“handled with the seriousness that it deserves, and that corrective actions will be taken to improve patient care”.
Does the cabinet secretary agree that this is far too long to have to wait for answers to help her to process the trauma and distress that she has experienced? Does he also agree that a defensive, bureaucratic response to feedback is wholly unhelpful?
Neil Gray
Scottish National Party
I am grateful to Ruth Maguire for putting that detail on the record. Clearly, it is unacceptable for a response to take that long. I am very sorry to hear about her constituent’s experience, which I know that she has written to me about and to which I will be responding in writing. After portfolio questions, I will ensure that our exchange is shared with the interim chief executive of NHS Ayrshire and Arran in order to underline the concerns that have been raised with me and to ensure that the process is sped up for her constituent, as well as for MSPs who interact with NHS Ayrshire and Arran.
The NHS complaints handling procedure sets a 20-day target for responses, emphasising timely and effective resolution. Complex cases may require more time, which I think that we would all understand, and extensions are allowed. However, if the target cannot be met, the complainant must be informed and given an expected response date. I will ensure that both I and NHS Ayrshire and Arran respond to Ms Maguire as soon as possible.
Liam McArthur
Liberal Democrat
I will need briefer responses and, certainly, briefer questions.
Sue Webber
Conservative
Following an unannounced HIS inspection in June 2025, NHS Lothian’s maternity service has been escalated to level 3, requiring Government oversight after failing to meet 26 basic standards of care. Only two health board maternity services have been inspected. Will the Cabinet secretary accept that now is the time for a nationwide review into our maternity services?
Neil Gray
Scottish National Party
I and the Minister for Public Health and Women’s Health have set out in detail our response to NHS Lothian’s position and the wider concerns that were raised following the BBC’s “Disclosure” documentary. We are taking the issues seriously and are establishing a task force that can help to inform a review. As an immediate update, this morning, I and Ms Minto had a further discussion with NHS Lothian to get a progress update. The board gave us an assurance on the progress that is being made, and I will be updating the Parliament in due course on the outcome of that discussion.
Jackie Baillie
Labour
I welcome the work that is being done by Healthcare Improvement Scotland, but the context is that public satisfaction with the NHS in Scotland has dropped to its lowest in a decade, according to the latest Scottish household survey. Complaints to NHS boards have gone up and appear to be taking longer to resolve. What is the Cabinet secretary doing to improve performance with complaints?
Neil Gray
Scottish National Party
I have already set out our expectation for performance with complaints, as well as what I expect to happen in the case that Ruth Maguire has brought to our attention.
On the performance of the health service, although we have more work to do, I am pleased that yesterday’s Public Health Scotland figures demonstrate the progress that has been made and the corner that is being turned thanks to the efforts of staff. I expect that that will boost confidence in the health service among patients and staff and reduce the need for complaints.
Question Time is an opportunity for MPs and Members of the House of Lords to ask Government Ministers questions. These questions are asked in the Chamber itself and are known as Oral Questions. Members may also put down Written Questions. In the House of Commons, Question Time takes place for an hour on Mondays, Tuesdays, Wednesdays and Thursdays after Prayers. The different Government Departments answer questions according to a rota and the questions asked must relate to the responsibilities of the Government Department concerned. In the House of Lords up to four questions may be asked of the Government at the beginning of each day's business. They are known as 'starred questions' because they are marked with a star on the Order Paper. Questions may also be asked at the end of each day's business and these may include a short debate. They are known as 'unstarred questions' and are less frequent. Questions in both Houses must be written down in advance and put on the agenda and both Houses have methods for selecting the questions that will be asked. Further information can be obtained from factsheet P1 at the UK Parliament site.
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