Making Complaints Count
Spotlight on accessible communication report audio
Aug 19, 202638 min
An audio version of our Spotlight on accessible communication report.
government
Making Complaints Count
Hosted by Parliamentary and Health Service Ombudsman · government · EN
About this Podcast:
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.
Pitch Analysis
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Contact path
Verified email
Booking probability
32%
Guest openness
Selective
80/100
Required Score
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What is Making Complaints Count about?
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.
Who hosts Making Complaints Count?
Making Complaints Count is hosted by Parliamentary and Health Service Ombudsman. The show has published 42 episodes to date.
What has Making Complaints Count covered recently?
Recent episodes include "Spotlight on accessible communication report audio" (19 August 2026, 38 minutes), "Sadia Mir, Public Engagement Advisory Group member | Making Complaints Count" (24 February 2026, 44 minutes), and "Episode seven | Paula Sussex, Parliamentary and Health Service Ombudsman" (1 December 2025, 24 minutes).
How often does Making Complaints Count publish?
Making Complaints Count publishes roughly every few months, with episodes averaging 34 minutes across 42 episodes.
How hard is it to get booked on Making Complaints Count?
Booking probability for Making Complaints Count is 32%, and the host is rated Selective on guests. Making Complaints Count requires a Pod Score of 80 or higher. Making Complaints Count's contact route on record: verified email.
Who should pitch Making Complaints Count?
The strongest fits for Making Complaints Count are Government & Politics and Health & Wellness Services. Making Complaints Count has a government audience.
About the host
Parliamentary and Health Service Ombudsman hosts Making Complaints Count, a government podcast with 42 episodes published.
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Recent episodes
Our AI reads these to draft pitches. Use them as grounding for a pitch that cites a real guest and a specific topic.
Making Complaints Count
Sadia Mir, Public Engagement Advisory Group member | Making Complaints Count
Feb 24, 202644 minSadia 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...
Making Complaints Count
Episode seven | Paula Sussex, Parliamentary and Health Service Ombudsman
Dec 1, 202524 minWe'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...
Making Complaints Count
Episode six | Sandy Lewis, Director of the Maternity and Newborn Safety Investigations Programme
Sep 17, 202523 minThe 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...
Making Complaints Count
Episode five | Complaint Standards
Jul 9, 202533 minThis 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...
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Making Complaints Count
Episode four | Lisa Cowley, CEO at Beacon Vision
Apr 23, 202531 minIn 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...
Making Complaints Count
Episode three | Dr Tony Dysart
Feb 10, 202530 minOur 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...
Making Complaints Count
Episode two | Bishop Dr Desmond Jaddoo MBE
Dec 16, 202442 minIn 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...
Making Complaints Count
Episode one | Rebecca Hilsenrath
Jul 26, 202426 minActing 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...
Making Complaints Count
Radio Ombudsman #33 | Rob Behrens reflects on seven years as the Ombudsman
Mar 28, 202429 minIn a very special episode of Radio Ombudsman, Rob Behrens takes the hot seat as he’s interviewed by his Private Secretary, Faye Glover. As his term comes to an end, he reflects back on seven years as the Ombudsman, his...
Making Complaints Count
Radio Ombudsman #32 | Dr Sooj on making health advice go viral and battling misinformation
Mar 15, 202430 minIn 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.
Making Complaints Count
Radio Ombudsman #31 | Adam Wagner on defending human rights in extraordinary times
Feb 2, 202435 minIn 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...
Making Complaints Count
Radio Ombudsman #30 | Melissa Mead on raising awareness of sepsis after the loss of her son
Sep 27, 202332 minMelissa'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...
Making Complaints Count
Radio Ombudsman #29 | Dr Bill Kirkup on patient safety and investigating avoidable harms
Jun 27, 202328 minSince 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...
Making Complaints Count
Radio Ombudsman #28 | Polly Curtis on the relationship between state and citizens
Oct 7, 202231 minJournalist, 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...
Making Complaints Count
Radio Ombudsman #27 | Joshua Rozenberg discusses barriers to justice and Ombudsman reform
Jul 4, 202229 minThis 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...
Making Complaints Count
Angela MacDonald on her role as Complaints Champion for UK Government
May 24, 202239 minAngela 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...
Making Complaints Count
Will Powell on the tragic loss of his son and his 30-year quest for justice
May 6, 202252 minWill 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...
Making Complaints Count
Derek Richford on how personal tragedy led him to uncover serious failings in maternity care
Sep 3, 202147 minDerek 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...
Making Complaints Count
Day Riley on being transgender, mental health and what Pride means to her
Jun 24, 202134 minIn 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...
Recent guests
Recent guests on Making Complaints Count. Study who booked and why before you pitch.
R
Rob Behrens
Former Parliamentary Health Service Ombudsman, Parliamentary and Health Service Ombudsman
A
Adam Wagner
leading barrister in public law and human rights cases, Anytime Property Storage Management
P
Polly Curtis
Chief Executive of Demos, Demos
N
Nick Bennett
director of evangelism and customer marketing, Athenix Books and Brews
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