Radio Ombudsman podcast

Radio Ombudsman is our regular podcast hosted by Ombudsman Rob Behrens. It features lively discussion on a range of topics including NHS investigations, good complaint handling and improving public services. 

All our podcasts are listed below.

You can also listen on: SoundCloud | Spotify | iTunes


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.

You can also read the transcript for this podcast or download a pdf (346 KB).

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.

You can also read the transcript for this podcast or download a pdf (155KB)

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.

You can also read the transcript for this podcast or download a pdf (369 KB).


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.

You can also read the transcript for this podcast or download a pdf (167KB).


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.

You can also read the transcript for this podcast or download a pdf (140KB).


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.

You can also read the transcript for this podcast or download a pdf (159KB).


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.

You can also read the transcript for this podcast or download a pdf (341KB).


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. 

 

You can also read the transcript for this podcast or download a pdf (107KB).


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.

You can also read the transcript for this podcast or download a pdf (193.89 KB).


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.

You can also read the transcript for this podcast or download a pdf (134KB).


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.

You can also read the transcript for this podcast or download a pdf (412KB).


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.

You can also read the transcript for this podcast or download a pdf (43KB).


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.

You can also read the transcript for this podcast or download a pdf (306KB).


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.

You can also read the transcript for this podcast or download a pdf (122 KB).


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.

You can also read the transcript for this podcast or download a pdf (446 KB).


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.

You can also read the transcript for this podcast or download a pdf (414 KB).


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.

You can also read the transcript for this podcast or download a pdf (134 KB).


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.

You can also read the transcript for this podcast or download a pdf (408KB).


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.

You can also read the transcript for this podcast or download a pdf (340 KB).


Please share our podcasts widely and let us know what you think by leaving a review or comment on SoundCloud or iTunes, or tweet us @PHSOmbudsman.

Future podcasts

We will be inviting a wide range of guests with important, interesting ideas and experiences to join us for future podcasts. Please follow us on SoundCloud or subscribe on iTunes for updates.