Making Complaints Count

An audio version of our Spotlight on accessible communication report.

Sadia Mir, member of our Public Engagement Advisory Group joins us on the latest episode of our podcast. The Group gives us feedback and ideas about how to make sure complainants get a high quality, empathetic and timely service from us. Sadia shares her experiences of being a member of the group, how the group improves the service of PHSO for the people that use it and why it's so important to be involved.

We're joined by the Parliamentary and Health Service Ombudsman Paula Sussex in our latest episode of Making Complaints Count. Paula speaks to senior caseworker James Glover about her first few months in the role and shares what most excites her about the future.

The theme for this year’s World Patient Safety Day is Safer Care for Every Newborn and Child. In our latest Making Complaints Count episode, we explore what this means for families and the NHS. Sandy Lewis, Director of the Maternity and Newborn Safety Investigations Programme (MNSI), joins Policy and Public Affairs Officer Roshana Amiri on the latest episode of Making Complaints Count to discuss: how families can be supported when something goes wrong in maternity and newborn care - why listening to feedback is vital for safer care - the biggest patient safety challenges facing the NHS in this area. - Listen below, or find us on iTunes, Spotify or your preferred podcast provider.

This week, we're joined by Paul from DEFRA, Gemma from University Hospital Birmingham and Tina from Natural England to discuss the Complaint Standards. The Complaint Standards set out how NHS and UK central government organisations should approach complaint handling in a clear and consistent way. They help organisations to: - deliver everyday good complaint handling - meet the expectations of people making complaints about their service - use feedback from complaints to make service improvements. Gemma, Paul and Tina explain the difference the Complaint Standards have made to complaint handling at their organisations and the value of learning from complaints to drive improvements.

In the latest episode of Making Complaints count, our Outreach and Engagement Officer Alison Smith is joined by Lisa Cowley, CEO of sight loss charity Beacon Vision. Lisa attended one of our Complaint Champions workshops that support organisations with the tools they need to help people that use their service to navigate the complaint process. They discuss what Lisa found out during the workshop and: - the barriers people with sight loss face when accessing public services - the value of complaints in making improvements - the 150-year anniversary of Beacon Vision.

Our Policy and Public Affairs Manager Anna Davies is joined by Dr Tony Dysart, Senior Lead Clinician at the Parliamentary and Health Service Ombudsman. They discuss the launch of Tony’s new patient safety blog series and: - how his work at PHSO informs his work as a GP - the biggest patient safety challenges facing the NHS and how these can be overcome - what culture changes are needed to improve patient safety - how the NHS Complaint Standards can drive improvements.

In the latest episode of Making Complaints Count, our Equality, Diversity and Inclusion Advisor Annie Wakefield is joined by Bishop Dr. Desmond Jadoo MBE, Chair and director of the Windrush National Organisation. They discuss the Windrush Compensation scheme and: - our report which spotlighted common reasons people were wrongly denied compensation - his personal experiences with Windrush - the steps the Government should take in righting some of these wrongs - the role of advocacy organisations in supporting people seeking justice.

Acting Ombudsman Rebecca Hilsenrath kicks off the first episode of our brand new podcast, Making Complaints Count. Joined by her Private Secretary, Faye Glover, she talks about her upbringing, priorities and future plans as Ombudsman.

In a very special episode of Radio Ombudsman, Rob Behrens takes the hot seat as he’s interviewed by his Private Secretary, Faye Glover. As his term comes to an end, he reflects back on seven years as the Ombudsman, his early life and career, and shares his future plans.

In our latest episode, GP and social media sensation Dr Sooj speaks to Ombudsman Rob Behrens about tackling health misinformation online and how he uses social media to inform, educate and entertain.

In the latest episode of Radio Ombudsman, Adam Wagner, leading barrister in public law and human rights cases, speaks to Rob Behrens about the importance of protecting human rights. They discuss the development of the Universal Declaration of Human Rights, the impact of COVID-19 and the important role the Ombudsman plays in defending human rights. They also talk about Adam's hugely successful UK Human Rights blog and how he uses social media to keep people informed.

Melissa's son William died from sepsis in 2014. In the ten years since, Melissa has dedicated her life to raising awareness of the condition. In 2019, Melissa was awarded an MBE for her efforts. In this podcast, Ombudsman Rob Behrens speaks to Melissa about the loss of her son, campaigning to raise awareness and what needs to change going forward.

Since retiring from his role in public health, Dr Bill Kirkup has focused on independent investigations into public service failures, including maternity services at Morecambe Bay and East Kent. In this episode, Bill talks to Rob Behrens about his career, what he's learnt during his investigations and how we can make more progress in improving patient safety.

Journalist, author and CEO of Demos Polly Curtis talks to Rob Behrens about her career in journalism, becoming a board member at PHSO and the relationship between the state and individuals. She also discusses her book ‘Behind Closed Doors: Why We Break Up Families and How to Mend Them’, an investigation into the children’s care system and the lives of vulnerable children.

This special episode was recorded live at our strategy launch event in May 2022. In the episode, journalist and lawyer Joshua Rozenberg interviews Ombudsman Rob Behrens. They discuss: - how PHSO will be user-led and responsive to citizens - how we will hold Government to account and support improvement to public services - what powers we need to provide the most effective Ombudsman service. Find out more about our new strategy: https://www.ombudsman.org.uk/about-us/corporate-information/our-strategy-2022-2025 Follow us on Twitter: https://twitter.com/PHSOmbudsman

Angela MacDonald, Deputy Chief Executive and Second Permanent Secretary of HMRC, talks to Rob Behrens about her career in the Civil Service and her role as Complaints Champion for UK Government organisations. She discusses the role of leadership in making sure organisations meet the new complaint standards and act on the learning from complaints.

Will Powell talks to Rob Behrens and Nick Bennett about his son Robbie, who sadly died 30 years ago when he was just ten years old. In the years following, Will learnt that the health authority admitted liability for the failure to diagnose Robbie’s Addison’s Disease and has been campaigning for justice ever since.

Derek Richford talks to Rob Behrens about the loss of his newborn grandson, Harry, at East Kent Hospitals University Trust. He explains how his sheer persistence uncovered the truth of what went wrong and eventually led to a criminal investigation at the Trust. He also tells us what organisations involved in the complaint process can learn from his family's tragic experience.

In a special edition to mark Pride month, PHSO Facilities Analyst Day Riley shares her personal experiences of the challenges of being trans and living with mental health issues. She also has advice on how we can all be better allies for the LGBTQ+ community and other minority groups, and explains why Pride for her is all about activism.

Baroness Hale of Richmond talks about her esteemed legal career and role as President of the Supreme Court. She explains how balancing objectivity with empathy is vital in her profession, and why diversity and inclusion begins with asking the right questions.

Lord Victor Adebowale, Chair of NHS Confederation, talks to Ombudsman Rob Behrens about the impact of COVID on the NHS and the Confederation’s plans to reshape the health and care system in its aftermath. He also discusses the role NHS leaders have to play in taking complaints seriously and in addressing health inequalities.

Dame Jackie Daniel, CEO of Newcastle Hospitals NHS Foundation Trust, talks about her journey from being a nurse to becoming CEO of one of the best performing NHS Trusts in the CQC's national inpatient survey. She shares some of her toughest challenges as a senior NHS leader and explains why the new Complaint Standards are central to organisational culture and patient safety.

Sir Robert Francis, Chair of Healthwatch England, reflects on the mid-Staffordshire inquiry 10 years on and explains why speaking up is so vital, particularly in the context of COVID19. He also shares his support for the new Complaint Standards Framework and tells us why it’s important to listen to, learn from and be honest with the people you serve.

Ian Trenholm, Chief Executive of the Care Quality Commission and Rob Behrens discuss the big issues affecting health and social care. Ian explains why integrity and curiosity are vital for effective regulation, and tells us why he thinks the Complaint Standards Framework will make the NHS complaints process better for everyone. Note that this episode was recorded in February 2020 before the Coronavirus pandemic and lockdown.

Catalan Ombudsman Rafael Ribó shares his fascinating experience of growing up under the Franco dictatorship and a life committed to fighting injustices. Find out about his ‘double life’ as a university professor and freedom fighter, and why he thinks an ombudsman should always have enemies.

Dr Tony Dysart talks to Rob Behrens about his journey from nursing to general practice, the challenges of being a GP during the coronavirus pandemic and how his lifelong values inspire him in his role as a clinical adviser at PHSO. Read a transcript of this podcast on our website: https://www.ombudsman.org.uk/transcription-radio-ombudsman-16-clinical-adviser-dr-tony-dysart-working-gp

Peter Tyndall, President of the International Ombudsman Institute, Irish Ombudsman and Information Commissioner, talks to Rob Behrens about the values that underpin his national and international ombudsman roles. They also discuss the importance of own-initiative investigations and the need for ombudsman reform in the UK.

Rob Behrens talks to Chief Executive of the Equality and Human Rights Commission (EHRC) Rebecca Hilsenrath about how current trends and changes in our world will impact on citizens’ human rights. They also discuss how the Ombudsman and the EHRC can work in partnership to protect human rights in the future. Read the transcript of this podcast: https://www.ombudsman.org.uk/transcript-radio-ombudsman-14-rebecca-hilsenrath-human-rights-challenges-and

Rosemary Agnew, Scottish Public Services Ombudsman, tells Rob Behrens how a model complaints handling process can benefit individuals and public services as a whole. She also has advice for people starting out on their career in the Ombudsman sector.

Rachel Power, CEO of the Patients Association, talks to Rob Behrens about the importance of listening to patients, and making sure their voices are heard and acted upon. Rob and Rachel also explore how our organisations can work together to improve complaint handling.

Rob Behrens talks to Marie Anderson, the Northern Irish Public Services Ombudsman, Northern Irish Judicial Appointments Ombudsman and Northern Ireland Local Government Commissioner for Standards. Marie discusses why own-initiative powers are essential for ombudsman organisations and explains how her office takes a human rights-based approach to investigations.

Rob Behrens talks to Jenna Brown, Ombuds at the University of Denver and founder member of the European Network of Ombudsmen in higher education. Jenna shares her experience of being a higher education Ombudsman in the US and her passion for sharing learning among the global ombuds community.

Former Chief Medical Officer and patient safety expert Sir Liam Donaldson delivers his presentation on avoidable deaths at the Ombudsman's Annual Lecture 2018. Rob Behrens discusses the Ombudsman's role in working with regulators, organisations and people who use our services to improve patient safety.

Rob Behrens talks to Dr Henrietta Hughes, the National Guardian for the NHS. Dr Hughes explains how her career as a GP has helped her in her national role and how NHS organisations can better support their Freedom To Speak Up Guardians.

Rob Behrens talks to Claire Murdoch, Chief Executive of the Central and North West London NHS Foundation Trust and National Director for Mental Health at NHS England. Claire explains how NHS England is turning insights from our reports into actions that drive improvements in mental health care provision.

Rob Behrens talks to patient safety campaigner James Titcombe, whose son Joshua sadly died at Furness General Hospital nine days after his birth. In this frank and honest exchange, James shares his personal experience of bringing his case to the Ombudsman. Rob and James reflect on how patient safety has improved since, and how James’ experience has helped bring about crucial changes to process and culture in both the NHS and the PHSO.

Parliamentary and Health Service Ombudsman, Rob Behrens, in conversation with European Ombudsman, Emily O’Reilly. An award-winning journalist, author, and former Ombudsman and Information Commissioner for Ireland, Emily tells us what it takes to be an effective ombudsman from a European perspective. Rob and Emily cover a range of topics from the different levels of power at an ombudsman’s disposal to the importance of impartiality and dignity in decision making. They also discuss their roles as ombudsmen in relation to Brexit.

Sir David Behan, outgoing Chief Executive of the Care Quality Commission, talks to Ombudsman Rob Behrens about how he led the organisation's successful transformation. He also shares his thoughts on the big issues facing health and social care, and offers advice for young people starting out in their public service careers.

Rob Behrens in conversation with Sarah Barclay, Founder of the Medical Mediation Foundation, Co-Director of the Evelina Resolution Project and HSJ NHS Innovator award winner. Drawing on her many years of practical experience in this field, Sarah helps us understand how mediation can be used more effectively in the health service alongside adjudication. You can also read a transcript of this podcast on our website: https://www.ombudsman.org.uk/news-and-blog/podcast/transcript-radio-ombudsman-3-approaches-mediation-and-dispute-resolution

Michael King, Local Government and Social Care Ombudsman, and Rob Behrens, Parliamentary and Health Service Ombudsman, discuss the challenges facing their organisations, ways of learning from each other and ombudsman reform. We hope this frank conversation will provide helpful insights for the public into the workings of ombudsman services, and valuable lessons for other ombudsman and public service organisations.

A candid discussion with photographer, father and patient safety campaigner Scott Morrish about how the NHS can create a just, learning culture and what the Ombudsman needs to do to improve its service. Visit our website to read a transcription of this podcast: https://www.ombudsman.org.uk/transcript-radio-ombudsman-1-how-can-nhs-and-phso-get-better-learning-mistakes