Radio Ombudsman

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Radio Ombudsman features full and frank conversations with special guests on a range of topics such as NHS investigations, good complaint handling and improving public services. Hosted by Parliamentary and Health Service Ombudsman Rob Behrens, it generates lively discussion and interesting ideas. T…

Parliamentary and Health Service Ombudsman


    • Apr 23, 2025 LATEST EPISODE
    • monthly NEW EPISODES
    • 35m AVG DURATION
    • 37 EPISODES


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    Latest episodes from Radio Ombudsman

    Episode four | Lisa Cowley, CEO at Beacon Vision

    Play Episode Listen Later Apr 23, 2025 31:19


    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.

    Episode three | Dr Tony Dysart

    Play Episode Listen Later Feb 10, 2025 29:48


    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.

    Episode two | Bishop Dr Desmond Jaddoo MBE

    Play Episode Listen Later Dec 16, 2024 41:32


    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.

    Episode one | Rebecca Hilsenrath

    Play Episode Listen Later Jul 26, 2024 25:51


    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.

    Radio Ombudsman #33 | Rob Behrens reflects on seven years as the Ombudsman

    Play Episode Listen Later Mar 28, 2024 29:28


    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.

    Dr Sooj on making health advice go viral and battling misinformation

    Play Episode Listen Later Mar 15, 2024 30:17


    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.

    Adam Wagner on defending human rights in extraordinary times

    Play Episode Listen Later Feb 2, 2024 34:40


    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 Mead on raising awareness of sepsis after the loss of her son

    Play Episode Listen Later Sep 27, 2023 31:45


    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.

    Dr Bill Kirkup on patient safety and investigating avoidable harms

    Play Episode Listen Later Jun 27, 2023 28:03


    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.

    Polly Curtis on the relationship between state and citizens

    Play Episode Listen Later Oct 7, 2022 30:33


    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.

    Joshua Rozenberg and Rob Behrens discuss barriers to justice and Ombudsman reform

    Play Episode Listen Later Jul 4, 2022 28:41


    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 on her role as Complaints Champion for UK Government

    Play Episode Listen Later May 24, 2022 38:52


    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. Have your say in shaping a shared vision for public sector complaint handling by taking part in our survey: https://www.ombudsman.org.uk/gcs

    Will Powell on the tragic loss of his son and his 30-year quest for justice

    Play Episode Listen Later May 6, 2022 51:52


    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 on how personal tragedy led him to uncover serious failings in maternity care

    Play Episode Listen Later Sep 3, 2021 46:34


    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.

    Day Riley on being transgender, mental health and what Pride means to her

    Play Episode Listen Later Jun 24, 2021 33:39


    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 on blazing a trail and balancing objectivity with empathy in the courtroom

    Play Episode Listen Later Feb 12, 2021 24:22


    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 Adebowale: Leadership, tackling health inequalities and reshaping the NHS after COVID

    Play Episode Listen Later Dec 2, 2020 28:39


    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: The challenges of being a senior leader in the NHS

    Play Episode Listen Later Oct 30, 2020 37:23


    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: Why listening to patients is vital to improve services

    Play Episode Listen Later Sep 10, 2020 33:15


    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: Integrity, curiosity and effective regulation

    Play Episode Listen Later Jul 22, 2020 36:46


    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.

    Rafael Ribó: Championing human rights

    Play Episode Listen Later Jun 22, 2020 33:16


    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: Working as a GP during the coronavirus pandemic

    Play Episode Listen Later May 29, 2020 34:47


    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: The value of the international ombudsman community

    Play Episode Listen Later May 20, 2020 28:24


    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.

    Rebecca Hilsenrath: Human rights challenges and opportunities

    Play Episode Listen Later Jan 9, 2020 34:00


    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: The benefits of being a Complaints Standards Authority

    Play Episode Listen Later Nov 11, 2019 31:15


    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: Putting patients at the heart of NHS care

    Play Episode Listen Later Oct 13, 2019 24:12


    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.

    Marie Anderson: The case for own-initiative powers

    Play Episode Listen Later Jun 27, 2019 23:46


    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.

    Jenna Brown: Being an Ombuds across borders

    Play Episode Listen Later Apr 4, 2019 25:39


    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.

    Sir Liam Donaldson: Avoiding the avoidable to improve the safety of NHS care

    Play Episode Listen Later Feb 21, 2019 92:15


    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.

    Henrietta Hughes: The importance of speaking up in the NHS

    Play Episode Listen Later Nov 29, 2018 24:43


    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.

    Claire Murdoch: Driving improvements in NHS mental health care

    Play Episode Listen Later Nov 15, 2018 52:28


    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.

    James Titcombe: Making the NHS safer for patients

    Play Episode Listen Later Jul 16, 2018 29:38


    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.

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

    Play Episode Listen Later Jun 22, 2018 35:27


    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: The transformation of the Care Quality Commission

    Play Episode Listen Later May 17, 2018 42:33


    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.

    Sarah Barclay: Approaches to mediation and dispute resolution

    Play Episode Listen Later Apr 12, 2018 35:34


    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.

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

    Play Episode Listen Later Feb 15, 2018 37:41


    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.

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

    Play Episode Listen Later Oct 5, 2017 55:45


    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

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