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Season
4
Episode
10
22 Jun 2026
Voices of Care.
Paula Sussex CBE
Season
4
Episode
10
22 Jun 2026
Voices of Care.
Paula Sussex CBE
A powerful conversation on public trust, patient voice, complaints, accountability, NHS reform, systemic learning and why complaints should be treated as a gift for the NHS.
“Complaints really are a gift.”
Paula Sussex CBE
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In this episode of Voices of Care, we are joined by Paula Sussex CBE, the Parliamentary and Health Service Ombudsman.
This is a timely and deeply important conversation about trust: trust between citizens and the state, trust between patients and the NHS, and trust that when something goes wrong, people will be heard, the truth will be told and the system will learn.
Paula discusses the mission of the Parliamentary and Health Service Ombudsman, the importance of patient voice, the role of complaints in individual redress and systemic improvement, and the new PHSO strategy to help turn complaints into a catalyst for better public services and NHS commissioning.
The episode explores why complaints should never be dismissed as noise, but understood as vital intelligence about safety, dignity, fairness, communication and public trust. Paula also reflects on NHS commissioning, regulatory gaps, duty of candour, avoidable harm, technology, and the need for patient voice to be heard in the design of services.
In this episode of Voices of Care, we are joined by Paula Sussex CBE, the Parliamentary and Health Service Ombudsman.
This is a timely and deeply important conversation about trust: trust between citizens and the state, trust between patients and the NHS, and trust that when something goes wrong, people will be heard, the truth will be told and the system will learn.
Paula discusses the mission of the Parliamentary and Health Service Ombudsman, the importance of patient voice, the role of complaints in individual redress and systemic improvement, and the new PHSO strategy to help turn complaints into a catalyst for better public services and NHS commissioning.
The episode explores why complaints should never be dismissed as noise, but understood as vital intelligence about safety, dignity, fairness, communication and public trust. Paula also reflects on NHS commissioning, regulatory gaps, duty of candour, avoidable harm, technology, and the need for patient voice to be heard in the design of services.
The Voices of Care Podcast.
Don't miss our latest episodes.
We bring together the leaders and innovators of the care industry, who aren't afraid to say it - and fix it. Get insider truths on the uncomfortable questions - no filter, no spin. Hear the bold ideas and radical thinking on what care could, and should be.
Professor Martin Green OBE CEO Care England, Dr Jane Townson OBE CEO Homecare Association
Rhiannon Stokes, Stephanie Fleet, Ann Shearer, Gail Porter and Teresa Shaw
Elliot Howard-Jones
A candid and powerful conversation about why community services must move from the margins to the centre of the NHS
Mark Rowland Chief Executive and Alexa Knight Head of Policy and Influencing
Rt Hon Stuart Andrew MP
Dr Chaand Nagpaul CBE
In this episode of Voices of Care, M. Suhail Mirza is joined by Dr Chaand Nagpaul CBE, acclaimed national GP leader and former Chair of the BMA Council
Prof Nicola Ranger
A powerful conversation on nursing voice and why the future NHS cannot be built by undervaluing the profession that holds care together.
Ross Dowsett, Dr Subashini, Jonathan Finney
The discussion (featuring Aviva, PHIN and Practice Plus Group) looks at the emergence of a more blended health system, where public, private, insured, self-pay and employer-supported care increasingly intersect
Paula Sussex CBE
A powerful conversation on public trust, patient voice, complaints, accountability, NHS reform, systemic learning and why complaints should be treated as a gift for the NHS.
Louise Stead, Vanessa Ford MBE and Cara Charles-Barks MBE
In this episode of Voices of Care, M. Suhail Mirza is joined by three exceptional NHS leaders: Louise Stead, Vanessa Ford MBE and Cara Charles-Barks MBE.
The Voices of Care Podcast.
Don't miss our latest episodes.
We bring together the leaders and innovators of the care industry, who aren't afraid to say it - and fix it. Get insider truths on the uncomfortable questions - no filter, no spin. Hear the bold ideas and radical thinking on what care could, and should be.
Professor Martin Green OBE CEO Care England, Dr Jane Townson OBE CEO Homecare Association
Rhiannon Stokes, Stephanie Fleet, Ann Shearer, Gail Porter and Teresa Shaw
Elliot Howard-Jones
A candid and powerful conversation about why community services must move from the margins to the centre of the NHS
Mark Rowland Chief Executive and Alexa Knight Head of Policy and Influencing
The Voices of Care Podcast.
Don't miss our latest episodes.
We bring together the leaders and innovators of the care industry, who aren't afraid to say it - and fix it. Get insider truths on the uncomfortable questions - no filter, no spin. Hear the bold ideas and radical thinking on what care could, and should be.
Professor Martin Green OBE CEO Care England, Dr Jane Townson OBE CEO Homecare Association
Rhiannon Stokes, Stephanie Fleet, Ann Shearer, Gail Porter and Teresa Shaw
Elliot Howard-Jones
A candid and powerful conversation about why community services must move from the margins to the centre of the NHS
Mark Rowland Chief Executive and Alexa Knight Head of Policy and Influencing
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Who would you like to contact?
Say hello 👋
We’d love to hear from you.
Whether you're exploring care options for yourself or a loved one, our team is here to support you, near your location. Fill out the form, and we’ll be in touch—or give us a call for a friendly chat about how we can help.
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