Creating a culture where people can raise concerns, share ideas and challenge poor practice helps us provide safer services, support our colleagues and continuously improve the care we deliver.
Whether you are a colleague, patient, service user, family member, partner organisation or member of the public, we want you to feel able to raise concerns if something does not feel right.
We understand that speaking up can sometimes feel difficult. That’s why we provide a number of ways for concerns to be raised and we are committed to listening, responding and taking appropriate action.
Who can speak up?
Anyone can raise a concern with us, including:
• Colleagues
• Patients and service users
• Family members and carers
• Partner organisations
• Suppliers and contractors
• Members of the public
We welcome concerns, suggestions and feedback that help us improve the safety, quality and effectiveness of our services.
Examples include:
• Patient safety concerns
• Safeguarding concerns
• Quality of care issues
• Unsafe working practices
• Bullying, harassment or discrimination
• Behaviour that does not reflect our values
• Concerns about conduct, governance or compliance
• Risks to colleagues, patients, service users or the public
• Any issue that could impact the quality, safety or effectiveness of our services
Our commitment
We are committed to creating an open, honest and inclusive culture where people feel able to speak up without fear.
When concerns are raised, we will:
• Listen respectfully and take concerns seriously
• Support people throughout the process
• Respond appropriately and proportionately
• Protect confidentiality wherever possible
• Learn from concerns and feedback
• Use insights to improve services, safety and experience
Speaking up is not about blame. It is about learning, improving and ensuring we continue to provide safe, high-quality services.
For patients, service users and members of the public
If you have concerns about our services, we encourage you to contact us through our established feedback and complaints processes.
Concerns relating to patient safety, safeguarding, quality of care or service delivery will be reviewed and escalated through the appropriate governance processes.
You can find out more on our Complaints and Feedback page or contact us directly using the details provided on our Contact Us page.
For colleagues – EMED colleagues can raise concerns through a number of routes, including:
In many cases, a direct conversation is the quickest and most effective way to resolve an issue.
These provide a supportive environment where colleagues can discuss issues, raise concerns and share ideas alongside others.
If you do not feel able to raise a concern locally, or if you feel your concern has not been addressed, you can speak to:
- Human Resources
- The Quality & Governance Team
- A senior manager
Colleagues can raise questions, suggestions and concerns through our MD’s Q&A forum.
Submissions can be made anonymously, although providing details such as your location or contract can help us investigate and respond more effectively.
EMED provides access to an independent and confidential whistleblowing service through Safecall.
Call: 0800 915 1571
This service is operated independently of EMED and personal details are not shared with the organisation unless you choose to provide them.
Our Freedom to Speak Up Guardian is:
Justine Vaughan, Chief People Officer
The Freedom to Speak Up Guardian provides an independent and confidential route for colleagues who would like support in raising concerns, particularly where they feel unable to do so through other channels.
The Guardian can:
- Listen to concerns confidentially
- Explain available options
- Provide guidance and support
- Help ensure concerns are addressed appropriately
- Promote learning and improvement across the organisation
Justine Vaughan, Chief People Officer
At EMED, concerns, feedback and suggestions help us improve services for patients, support colleagues and strengthen our organisation.
We use themes and learning from concerns raised through Freedom to Speak Up, engagement activities, colleague feedback, governance processes and quality reviews to identify improvements and make positive changes across our services.
Every concern, suggestion and piece of feedback helps us improve.
By speaking up, people help us to:
• Protect patients and service users
• Improve quality and safety
• Strengthen our culture
• Support colleagues
• Identify risks early
• Deliver better services for the communities we serve
Together, we can create a workplace where everyone feels heard, valued and empowered to make a difference.