Big Bad: Ms. Evelyn MacDonald the Assistant Administrator is likely this.
Big Good: The completely unseen Dr. Winters is probably this. Unfortunately she doesn't or can't do anything to thwart the shutdown of the Radio station or actually do anything in the story. She's little more that a plot element mentioned in passing by Ms. MacDonald to Eddie to explain why the Radio station was re-opening to begin with (Winters seemed to be a decent person who was actually interested in promoting therapies and activities to help the patients, which Evelyn flippantly dismisses as 'Big Ideas' that'll never happen due to lack of funding).
Basically: Balin the dwarf, with the help of the Tenth Doctor, his schizophrenic best friend, Robert The Bruce and a couple of ladies start up a radio station at the now-defunct Gartloch Hospital.
The Woobie: Almost every patient earns this role at one point in time, but Francine in particular.
And Fergus! The poor guy could never catch a break or given a chance to fully flex his electrical-engineering awesomeness....then his smug little Bitch in Sheep's Clothing psychiatrist had to tell him bluntly "You'll never work EVER!".... So he kills himself.