Radio Ombudsman is our regular podcast hosted by Ombudsman Rob Behrens. It features lively discussion on a range of topics including NHS investigations, patient safety, good complaint handling and improving public services.
Radio Ombudsman #27: Joshua Rozenberg and Rob Behrens on barriers to justice and Ombudsman reform
This podcast features an interview between journalist and lawyer Joshua Rozenberg and Ombudsman Rob Behrens. It was recorded at The art of an effective Ombudsman event which was held at Church House, Westminster in May 2022 to mark the launch of the Parliamentary and Health Service Ombudsman’s new strategy.
In the podcast, Joshua and Rob 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.
Radio Ombudsman #26: Angela MacDonald on her role as Complaints Champion for UK Government
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 on improving UK government complaint handling by taking part in our survey.
Radio Ombudsman #25: Will Powell on the tragic loss of his son and his 30-year quest for justice
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.
Radio Ombudsman #24: Derek Richford on how personal tragedy led to uncovering serious failings in maternity care
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.
Radio Ombudsman #23: Day Riley on being transgender, mental health and what Pride means to her
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.
Radio Ombudsman #22: Baroness Hale of Richmond on blazing a trail and balancing objectivity with empathy
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.
Radio Ombudsman #21: Lord Adebowale on leadership, tackling health inequalities and reshaping the NHS after COVID
Lord Victor Adebowale, Chair of NHS Confederation, talks 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.
Radio Ombudsman #20: Dame Jackie Daniel on the challenges of being a senior leader in the NHS
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.
Radio Ombudsman #19: Sir Robert Francis QC on why listening to patients is vital to improve services
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.
Have your say on the draft Complaint Standards to help improve how NHS complaints are handled.
Radio Ombudsman #18: Ian Trenholm on integrity, curiosity and effective regulation
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.
Have your say on the draft Complaint Standards to help improve how NHS complaints are handled.
Note that this episode was recorded in February 2020 before the Coronavirus pandemic and lockdown.
Radio Ombudsman #17: Catalan Ombudsman Rafael Ribo on championing human rights
Rafael Ribó shares his fascinating experience of growing up under the Franco dictatorship and a life committed to fighting injustices. Listen below to find out about his ‘double life’ as a university professor and freedom fighter, and why he thinks an ombudsman should always have enemies.
Radio Ombudsman #16: Clinical adviser Dr Tony Dysart on working as a GP during the coronavirus pandemic
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.
Radio Ombudsman #15: Peter Tyndall on the value of the international ombudsman community
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.
Radio Ombudsman #14: Rebecca Hilsenrath on human rights challenges and opportunities
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.
Radio Ombudsman #13: Rosemary Agnew on the benefits of being a Complaints Standards Authority
Rosemary Agnew, Scottish Public Services Ombudsman, tells Rob Behrens how a model complaints handling process can benefit individuals and public services as a whole.
Radio Ombudsman #12: Rachel Power on putting patients at the heart of NHS care
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.
Radio Ombudsman #11: Marie Anderson on the case for own-initiative powers
Rob Behrens talks to Marie Anderson, the Northern Ireland Public Services Ombudsman, Northern Ireland 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.
Radio Ombudsman #10: Jenna Brown on being an Ombuds across borders
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.
Radio Ombudsman #9: Sir Liam Donaldson on avoidable deaths
Former Chief Medical Officer and patient safety expert Sir Liam Donaldson delivers his presentation on avoidable deaths at the Ombudsman's 2018 Open Lecture. Rob Behrens discusses the Ombudsman's role in working with regulators, organisations and people who use our services to improve patient safety.
Radio Ombudsman #8: Dr Henrietta Hughes on the importance of speaking up in the NHS
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.
Radio Ombudsman #7: Claire Murdoch on driving improvements in NHS mental health care
Parliamentary and Health Service Ombudsman Rob Behrens talks to Claire Murdoch, NHS England’s National Director for Mental Health. Claire explains how the NHS is using vital insights and learning from our recent reports to improve mental health care provision.
Radio Ombudsman #6: James Titcombe on 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.
James shares his personal experience of bringing his case to the Ombudsman. He reflects on how patient safety has improved since and how his own experience has helped bring about crucial changes to process and culture in both the NHS and the PHSO.
Radio Ombudsman #5: Emily O'Reilly on what it takes to be an effective Ombudsman
Parliamentary and Health Service Ombudsman, Rob Behrens talks to European Ombudsman, Emily O’Reilly about 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.
Radio Ombudsman #4: David Behan on the transformation of the Care Quality Commission
Sir David Behan, outgoing Chief Executive of the Care Quality Commission, talks to Rob Behrens about how he turned the organisation around, sharing valuable learning on the core elements of a successful transformation programme.
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.
Radio Ombudsman #3: Sarah Barclay on 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 expertise in this field, Sarah helps us understand how mediation can be used more effectively in the health service alongside adjudication.
Radio Ombudsman #2: Michael King on the challenges of being an Ombudsman
Local Government and Social Care Ombudsman, Michael King, and Parliamentary and Health Service Ombudsman, Rob Behrens, have a frank and open discussion about the challenges facing their organisations, ways of learning from each other and ombudsman reform.
Radio Ombudsman #1: Scott Morrish on 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.