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.

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.

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'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.

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.

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.

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:...

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 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 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.

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 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 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, 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, 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, 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.

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 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.

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.