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.
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Episode four | Lisa Cowley, CEO at Beacon Vision
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.
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Episode three | Dr Tony Dysart
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.
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Episode two | Bishop Dr Desmond Jaddoo MBE
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.
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Episode one | Rebecca Hilsenrath
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.
Making Complaints Count is our podcast where we'll be exploring the power of complaints and how organisations can use them to listen, learn and improve.
Each episode we'll be joined by experts working in the health and public sector, complaints champions and those who have experienced the complaints journey first-hand.
Australia