Making Complaints Count

Parliamentary and Health Service Ombudsman•soundcloud.com

Making Complaints Count is our podcast where we'll be exploring the power of complaints and how organisations can use them to listen, learn and improve. Each episode we'll be joined by experts working in the health and public sector, complaints champions and those who have experienced the complaints journey first-hand.

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Episodes

Claire Murdoch: Driving improvements in NHS mental health care

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.

Nov 16, 2018•52 min

James Titcombe: Making the NHS safer for patients

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.

Jul 17, 2018•30 min

Emily O'Reilly: What it takes to be an effective ombudsman

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 ...

Jun 22, 2018•35 min

Sir David Behan: The transformation of the Care Quality Commission

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.

May 18, 2018•43 min

Sarah Barclay: Approaches to mediation and dispute resolution

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-ap...

Apr 13, 2018•36 min

Michael King: The challenges of being an Ombudsman: Operations, policy and reform

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.

Feb 16, 2018•38 min

Scott Morrish: How can the NHS and PHSO get better at learning from mistakes?

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

Oct 05, 2017•56 min

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