Making Complaints Count

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...

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...

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...

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 podcas...

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 servi...

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