Making Complaints Count

An audio version of our Spotlight on accessible communication report.

Sadia Mir, member of our Public Engagement Advisory Group joins us on the latest episode of our podcast. The Group gives us feedback and ideas about how to make sure complainants get a high quality, empathetic and timely service from us.

Sadia shares her experiences of being a member of the group, how the group improves the service of PHSO for the people that use it and why it's so important to be involved.

We're joined by the Parliamentary and Health Service Ombudsman Paula Sussex in our latest episode of Making Complaints Count.

Paula speaks to senior caseworker James Glover about her first few months in the role and shares what most excites her about the future.

The theme for this year’s World Patient Safety Day is Safer Care for Every Newborn and Child. In our latest Making Complaints Count episode, we explore what this means for families and the NHS.

Sandy Lewis, Director of the Maternity and Newborn Safety Investigations Programme (MNSI), joins Policy and Public Affairs Officer Roshana Amiri on the latest episode of Making Complaints Count to discuss:

how families can be supported when something goes wrong in maternity and newborn care

- why listening to feedback is vital for safer care

- the biggest patient safety challenges facing the NHS in this area.

- Listen below, or find us on iTunes, Spotify or your preferred podcast provider.

This week, we're joined by Paul from DEFRA, Gemma from University Hospital Birmingham and Tina from Natural England to discuss the Complaint Standards.

The Complaint Standards set out how NHS and UK central government organisations should approach complaint handling in a clear and consistent way. They help organisations to:

- deliver everyday good complaint handling
- meet the expectations of people making complaints about their service
- use feedback from complaints to make service improvements.

Gemma, Paul and Tina explain the difference the Complaint Standards have made to complaint handling at their organisations and the value of learning from complaints to drive improvements.