Amid growing concern over alleged cases of medical negligence and the absence of reliable national data to assess their scale, Patient Academy International has unveiled a set of initiatives aimed at amplifying patients’ voices and safeguarding their rights within Nigeria’s healthcare system.

In an interview with The Guardian ahead of the launch of its new programme, the Chief Executive Officer of Patient Academy International, Kunle Thomas, said the organisation is working to promote a more patient-centred, inclusive and collaborative healthcare environment.

He explained that the academy provides tailored training, consultation and conferences for healthcare providers and institutions, while also equipping patients, families and carers with the knowledge to participate meaningfully in clinical governance and decision-making processes.

At the heart of the initiative is the launch of “MyVoiceMyHealth,” a technology-enabled feedback platform scheduled to debut at the Nigerian Institute of Medical Research (NIMR) in Lagos. The Minister of Health and Social Welfare, Muhammad Pate, is expected to be the Special Guest of Honour.

Thomas described the platform as a nationwide channel through which patients, their relatives and friends can share first-hand accounts of their experiences at health facilities across the country. According to him, the system will document real-time feedback, both positive and negative, including reports of alleged negligence. The resulting data, he said, will help shape policy reforms, strengthen accountability and improve patient experience.

He noted that many patients who suffer adverse outcomes often feel helpless and uncertain about where to seek redress, especially when they lack the financial means to pursue legal action. In such situations, he said, some resign themselves to fate. While acknowledging the role of faith in society, Thomas stressed that preventable harm should not be left unaddressed.

“There are certain things we cannot prevent, but there are others we can drastically reduce if we use the knowledge and tools already available to us,” he said, adding that structured complaint systems are a practical step toward protecting patients’ rights and reducing avoidable harm.

He explained that complaints can be submitted not only by patients but also by family members, friends, community representatives and even healthcare workers acting as whistleblowers. Encouraging medical practitioners to speak up in the face of wrongdoing, Thomas emphasised that the platform guarantees confidentiality and data protection.

“It is secure. People can submit information knowing their privacy is protected. We will not disclose personal identities. What we will publish are aggregated data, for instance, the number of complaints received within a given period, rather than details that could expose individuals,” he said.
However, he added that where complainants wish to pursue a case further, the process would shift to a one-on-one engagement.

In such instances, details may be examined more closely with the consent of those involved, and options, including mediation or even media engagement, could be explored.

Beyond collecting feedback, Thomas disclosed that the platform will be supported by a team of experts capable of reviewing cases and offering professional opinions on medical practice. Where appropriate, the academy could also serve as a neutral intermediary between health facilities and patients or their families to help broker mutually acceptable resolutions.

He revealed that the organisation is in discussions with the Federal Government to establish a national complaints and health ombudsman service. The proposed body, he explained, would independently review unresolved complaints after hospital-level mechanisms have been exhausted. This would involve examining medical records, consulting experts and determining whether there is merit in a case.

Drawing from experience in the United Kingdom, Thomas referenced the Parliamentary and Health Service Ombudsman model, where an independent body evaluates complaints and, when necessary, recommends corrective measures or compensation. Such recommendations, he noted, often carry significant influence and can drive institutional reforms without resorting to prolonged litigation.

He clarified that the proposed ombudsman would not duplicate the disciplinary role of professional regulatory bodies.

Rather, it would address broader systemic failures within health institutions, including administrative lapses and infrastructural shortcomings that affect patient care but may not be attributable to a single practitioner.

In addition, Thomas disclosed plans to establish a National Patient and Public Engagement Service with regional offices across the six geopolitical zones.

A significant aspect of its mandate, he said, would involve reaching rural and underserved communities to gather feedback directly from residents and channel their concerns to relevant authorities. The goal is to ensure that patients’ perspectives, whether from urban centres or remote villages, inform policy and service delivery improvements.

While acknowledging funding constraints within government, he said the academy is prepared to mobilise both local and international support once it secures the necessary approvals. He expressed optimism that partnerships with technology firms and academic institutions would facilitate implementation.

Thomas described the initiative as both a professional obligation and a personal commitment, shaped by his years of experience abroad and his conviction that Nigeria needs stronger patient engagement structures.

According to him, by institutionalising formal channels for complaints, engagement and independent review, the academy hopes to foster a culture in which patients’ rights are respected, their voices are heard and healthcare delivery is continually improved across the country.