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
Listen, watch and subscribe
![](data:image/svg+xml,<svg display="block" role="presentation" viewBox="0 0 85 85" xmlns="http://www.w3.org/2000/svg"><path d="M 0 42.5 C 0 19.028 18.822 0 42.041 0 C 65.26 0 84.082 19.028 84.082 42.5 C 84.082 65.972 65.26 85 42.041 85 C 18.822 85 0 65.972 0 42.5 Z" fill="rgb(136, 45, 196)" height="85px" id="Hxsf2_tE8" transform="translate(0.121 0)" width="84.0822px"/><path d="M 28.292 13.521 C 30.35 13.439 32.403 13.772 34.334 14.5 C 36.265 15.228 38.036 16.337 39.547 17.763 C 41.058 19.19 42.278 20.905 43.139 22.812 C 43.999 24.72 44.483 26.781 44.562 28.879 C 44.562 29.075 44.573 29.272 44.573 29.469 C 44.575 31.65 44.136 33.809 43.284 35.811 C 42.433 37.813 41.186 39.614 39.623 41.104 C 39.494 41.226 39.393 41.375 39.327 41.54 C 39.26 41.706 39.229 41.884 39.237 42.063 C 39.29 43.184 39.28 44.307 39.206 45.426 C 39.203 45.498 39.22 45.569 39.254 45.632 C 39.288 45.695 39.338 45.747 39.399 45.783 C 39.46 45.819 39.529 45.837 39.6 45.835 C 39.67 45.834 39.739 45.813 39.798 45.774 C 43.213 43.395 45.791 39.963 47.154 35.982 C 48.517 32 48.593 27.678 47.371 23.649 C 46.15 19.62 43.694 16.096 40.365 13.593 C 37.036 11.09 33.009 9.741 28.873 9.742 C 28.63 9.742 28.387 9.742 28.144 9.756 C 17.901 10.159 9.68 18.771 9.553 29.227 C 9.512 32.486 10.264 35.704 11.74 38.595 C 13.217 41.485 15.372 43.958 18.015 45.792 C 18.055 45.821 18.101 45.841 18.15 45.852 C 18.198 45.862 18.248 45.863 18.297 45.853 C 18.346 45.843 18.392 45.824 18.433 45.796 C 18.474 45.768 18.51 45.732 18.537 45.69 C 18.587 45.619 18.611 45.533 18.605 45.446 C 18.526 44.325 18.515 43.201 18.572 42.079 C 18.58 41.9 18.55 41.721 18.483 41.556 C 18.416 41.39 18.315 41.241 18.186 41.119 C 15.933 38.967 14.355 36.183 13.65 33.118 C 12.945 30.053 13.145 26.844 14.224 23.895 C 15.304 20.946 17.214 18.388 19.716 16.543 C 22.218 14.698 25.199 13.649 28.285 13.528 Z M 28.813 0 C 13.085 0.043 0.197 13.055 0.002 29.093 C -0.158 42.083 7.976 53.195 19.335 57.268 C 19.383 57.286 19.435 57.293 19.486 57.291 C 19.537 57.288 19.587 57.275 19.633 57.252 C 19.679 57.229 19.72 57.198 19.754 57.158 C 19.788 57.119 19.814 57.074 19.831 57.024 C 19.854 56.962 19.86 56.894 19.848 56.828 C 19.7 55.821 19.557 54.809 19.43 53.81 C 19.407 53.64 19.343 53.478 19.241 53.34 C 19.14 53.202 19.006 53.094 18.851 53.024 C 14.313 51.006 10.457 47.672 7.763 43.437 C 5.069 39.201 3.656 34.251 3.7 29.203 C 3.833 15.246 15.009 3.873 28.695 3.764 C 42.684 3.647 54.105 15.221 54.105 29.457 C 54.098 34.461 52.661 39.354 49.97 43.539 C 47.279 47.723 43.451 51.018 38.954 53.02 C 38.799 53.09 38.665 53.199 38.564 53.337 C 38.463 53.474 38.398 53.636 38.375 53.806 C 38.246 54.815 38.103 55.819 37.955 56.822 C 37.947 56.873 37.949 56.925 37.961 56.975 C 37.973 57.026 37.994 57.073 38.024 57.115 C 38.054 57.157 38.092 57.192 38.135 57.219 C 38.179 57.246 38.227 57.264 38.277 57.272 C 38.342 57.282 38.408 57.276 38.47 57.254 C 49.719 53.221 57.806 42.277 57.806 29.447 C 57.801 13.188 44.791 -0.045 28.813 0 Z M 22.171 27.066 C 22.172 28.423 22.567 29.749 23.306 30.877 C 24.046 32.005 25.097 32.884 26.326 33.403 C 27.556 33.922 28.908 34.058 30.213 33.793 C 31.518 33.528 32.717 32.874 33.658 31.915 C 34.599 30.955 35.239 29.733 35.499 28.402 C 35.758 27.071 35.625 25.692 35.116 24.439 C 34.606 23.185 33.744 22.114 32.637 21.36 C 31.531 20.606 30.23 20.204 28.9 20.204 C 28.016 20.204 27.141 20.381 26.324 20.726 C 25.508 21.071 24.766 21.577 24.141 22.214 C 23.516 22.851 23.021 23.608 22.683 24.44 C 22.345 25.273 22.171 26.165 22.171 27.066 Z M 34.849 38.879 C 33.615 37.554 31.448 36.701 28.894 36.701 C 26.339 36.701 24.168 37.55 22.935 38.879 C 22.303 39.526 21.917 40.382 21.845 41.292 C 21.637 43.246 21.751 44.937 21.976 47.63 C 22.192 50.199 22.597 53.625 23.133 57.113 C 23.519 59.595 23.82 60.934 24.097 61.895 C 24.548 63.448 26.243 64.813 28.892 64.813 C 31.541 64.813 33.235 63.452 33.688 61.895 C 33.966 60.938 34.267 59.599 34.652 57.113 C 35.186 53.625 35.593 50.203 35.809 47.63 C 36.031 44.937 36.148 43.25 35.94 41.292 C 35.87 40.382 35.485 39.526 34.853 38.879" fill="rgb(255, 255, 255)" height="64.81251574707031px" id="GOTrY5Btx" transform="translate(13.259 13.281)" width="57.806422426324566px"/><path d="M 29.285 14.513 L 29.246 13.521 L 28.856 13.537 L 28.58 13.814 Z M 45.554 29.871 L 46.547 29.871 L 46.547 29.853 L 46.546 29.834 Z M 45.566 30.461 L 44.573 30.461 L 44.573 30.462 Z M 40.615 42.096 L 41.299 42.816 L 41.3 42.815 Z M 40.229 43.056 L 39.238 43.097 L 39.238 43.102 Z M 40.199 46.419 L 39.208 46.354 L 39.207 46.367 L 39.207 46.379 Z M 40.79 46.767 L 41.33 47.6 L 41.344 47.591 L 41.358 47.581 Z M 29.865 10.735 L 29.865 11.727 L 29.865 11.727 Z M 29.136 10.749 L 29.175 11.74 L 29.184 11.74 L 29.192 11.739 Z M 10.546 30.219 L 11.538 30.232 L 11.538 30.231 Z M 19.007 46.785 L 19.581 45.974 L 19.573 45.969 Z M 19.53 46.682 L 18.719 46.109 L 18.708 46.125 L 18.697 46.142 Z M 19.597 46.439 L 18.607 46.508 L 18.607 46.511 Z M 19.564 43.071 L 20.556 43.121 L 20.556 43.116 Z M 19.179 42.112 L 18.493 42.83 L 18.497 42.834 Z M 29.277 14.521 L 29.316 15.513 L 29.706 15.497 L 29.981 15.22 Z M 0.995 30.086 L 1.987 30.098 L 1.987 30.098 Z M 20.328 58.261 L 20.669 57.329 L 20.663 57.326 Z M 20.823 58.017 L 19.894 57.667 L 19.888 57.685 L 19.881 57.703 Z M 20.841 57.82 L 19.859 57.965 L 19.861 57.983 L 19.865 58.001 Z M 20.422 54.803 L 21.407 54.677 L 21.406 54.674 Z M 19.844 54.017 L 20.252 53.112 L 20.247 53.11 Z M 4.693 30.196 L 3.7 30.186 L 3.7 30.187 Z M 29.688 4.757 L 29.696 5.749 L 29.696 5.749 Z M 55.097 30.449 L 56.09 30.451 L 56.09 30.449 Z M 39.946 54.013 L 39.542 53.106 L 39.535 53.109 Z M 39.368 54.799 L 38.384 54.667 L 38.383 54.673 Z M 38.947 57.814 L 39.928 57.967 L 39.929 57.96 Z M 39.269 58.264 L 39.115 59.245 L 39.115 59.245 Z M 39.462 58.247 L 39.792 59.183 L 39.797 59.181 Z M 58.799 30.439 L 59.791 30.439 L 59.791 30.439 Z M 29.892 21.197 L 29.892 22.189 Z M 23.927 39.871 L 24.638 40.564 L 24.646 40.555 L 24.654 40.546 Z M 22.838 42.285 L 23.825 42.39 L 23.826 42.376 L 23.827 42.363 Z M 22.969 48.623 L 21.98 48.705 L 21.98 48.706 Z M 24.126 58.105 L 23.145 58.256 L 23.145 58.258 Z M 25.09 62.888 L 24.136 63.163 L 24.137 63.165 Z M 34.681 62.888 L 35.634 63.165 L 35.634 63.164 Z M 35.645 58.105 L 36.626 58.257 L 36.626 58.255 Z M 36.802 48.623 L 37.791 48.706 L 37.791 48.704 Z M 36.933 42.285 L 35.943 42.361 L 35.944 42.375 L 35.946 42.39 Z M 29.324 15.505 C 31.248 15.429 33.169 15.74 34.976 16.422 L 35.676 14.564 C 33.621 13.79 31.436 13.435 29.246 13.521 Z M 34.976 16.422 C 36.783 17.103 38.442 18.141 39.858 19.478 L 41.221 18.034 C 39.615 16.518 37.731 15.339 35.676 14.564 Z M 39.858 19.478 C 41.274 20.814 42.419 22.423 43.227 24.213 L 45.036 23.397 C 44.123 21.372 42.827 19.55 41.221 18.034 Z M 43.227 24.213 C 44.034 26.003 44.488 27.939 44.563 29.909 L 46.546 29.834 C 46.462 27.609 45.949 25.421 45.036 23.397 Z M 44.562 29.871 C 44.562 29.987 44.565 30.1 44.568 30.195 C 44.571 30.296 44.573 30.38 44.573 30.461 L 46.558 30.461 C 46.558 30.346 46.555 30.233 46.552 30.137 C 46.549 30.036 46.547 29.953 46.547 29.871 Z M 44.573 30.462 C 44.575 32.51 44.163 34.537 43.364 36.415 L 45.19 37.192 C 46.094 35.067 46.56 32.776 46.558 30.46 Z M 43.364 36.415 C 42.564 38.293 41.395 39.982 39.93 41.378 L 41.3 42.815 C 42.962 41.231 44.286 39.317 45.19 37.192 Z M 39.932 41.377 C 39.699 41.597 39.517 41.866 39.398 42.163 L 41.24 42.903 C 41.254 42.868 41.274 42.839 41.299 42.816 Z M 39.398 42.163 C 39.279 42.459 39.224 42.778 39.238 43.097 L 41.221 43.014 C 41.219 42.975 41.226 42.937 41.24 42.903 Z M 39.238 43.102 C 39.289 44.186 39.279 45.271 39.208 46.354 L 41.189 46.484 C 41.265 45.327 41.275 44.167 41.221 43.009 Z M 39.207 46.379 C 39.197 46.628 39.254 46.876 39.373 47.096 L 41.119 46.153 C 41.171 46.248 41.194 46.353 41.19 46.458 Z M 39.373 47.096 C 39.492 47.317 39.67 47.503 39.888 47.631 L 40.894 45.92 C 40.991 45.977 41.068 46.058 41.119 46.153 Z M 39.888 47.631 C 40.108 47.76 40.359 47.826 40.614 47.82 L 40.571 45.836 C 40.685 45.833 40.797 45.863 40.894 45.92 Z M 40.614 47.82 C 40.869 47.815 41.117 47.738 41.33 47.6 L 40.251 45.934 C 40.345 45.873 40.456 45.838 40.571 45.836 Z M 41.358 47.581 C 44.948 45.08 47.655 41.475 49.085 37.296 L 47.207 36.653 C 45.912 40.437 43.463 43.695 40.223 45.952 Z M 49.085 37.296 C 50.516 33.117 50.596 28.582 49.314 24.353 L 47.414 24.929 C 48.575 28.759 48.503 32.868 47.207 36.653 Z M 49.314 24.353 C 48.032 20.125 45.454 16.423 41.954 13.792 L 40.762 15.379 C 43.92 17.753 46.253 21.1 47.414 24.929 Z M 41.954 13.792 C 38.454 11.161 34.218 9.741 29.865 9.742 L 29.865 11.727 C 33.785 11.726 37.603 13.005 40.762 15.379 Z M 29.865 9.742 C 29.627 9.742 29.356 9.742 29.08 9.758 L 29.192 11.739 C 29.403 11.728 29.617 11.727 29.865 11.727 Z M 29.097 9.757 C 18.309 10.181 9.687 19.241 9.553 30.207 L 11.538 30.231 C 11.659 20.286 19.478 12.122 29.175 11.74 Z M 9.553 30.207 C 9.51 33.626 10.299 37.004 11.849 40.039 L 13.617 39.136 C 12.214 36.389 11.499 33.33 11.538 30.232 Z M 11.849 40.039 C 13.399 43.074 15.663 45.672 18.441 47.6 L 19.573 45.969 C 17.066 44.229 15.019 41.882 13.617 39.136 Z M 18.434 47.595 C 18.583 47.7 18.753 47.775 18.933 47.814 L 19.352 45.874 C 19.435 45.892 19.513 45.926 19.581 45.975 Z M 18.933 47.814 C 19.113 47.853 19.299 47.855 19.48 47.82 L 19.099 45.871 C 19.183 45.855 19.269 45.856 19.352 45.874 Z M 19.48 47.82 C 19.661 47.784 19.832 47.712 19.983 47.61 L 18.868 45.968 C 18.936 45.921 19.015 45.888 19.099 45.871 Z M 19.983 47.61 C 20.135 47.507 20.263 47.375 20.362 47.223 L 18.697 46.142 C 18.741 46.074 18.799 46.014 18.868 45.968 Z M 20.34 47.255 C 20.524 46.996 20.61 46.681 20.587 46.366 L 18.607 46.511 C 18.597 46.37 18.635 46.228 18.719 46.109 Z M 20.587 46.369 C 20.512 45.288 20.501 44.204 20.556 43.121 L 18.573 43.021 C 18.515 44.183 18.526 45.347 18.607 46.508 Z M 20.556 43.116 C 20.57 42.796 20.516 42.476 20.396 42.178 L 18.555 42.918 C 18.568 42.952 18.575 42.989 18.573 43.027 Z M 20.396 42.178 C 20.277 41.88 20.094 41.611 19.86 41.39 L 18.497 42.834 C 18.521 42.856 18.541 42.885 18.555 42.918 Z M 19.864 41.394 C 17.753 39.377 16.272 36.766 15.61 33.888 L 13.675 34.333 C 14.423 37.585 16.098 40.542 18.493 42.83 Z M 15.61 33.888 C 14.948 31.01 15.135 27.997 16.149 25.229 L 14.285 24.546 C 13.139 27.677 12.927 31.081 13.675 34.333 Z M 16.149 25.229 C 17.162 22.46 18.954 20.062 21.298 18.334 L 20.12 16.737 C 17.459 18.698 15.43 21.416 14.285 24.546 Z M 21.298 18.334 C 23.641 16.607 26.431 15.626 29.316 15.513 L 29.238 13.529 C 25.953 13.658 22.781 14.775 20.12 16.737 Z M 29.981 15.22 L 29.989 15.212 L 28.58 13.814 L 28.573 13.822 Z M 29.803 0 C 13.515 0.045 0.203 13.511 0.002 30.074 L 1.987 30.098 C 2.176 14.584 14.64 2.027 29.808 1.985 Z M 0.002 30.073 C -0.163 43.491 8.24 54.98 19.993 59.195 L 20.663 57.326 C 9.698 53.395 1.832 42.659 1.987 30.098 Z M 19.987 59.192 C 20.161 59.256 20.346 59.284 20.531 59.274 L 20.425 57.292 C 20.508 57.288 20.591 57.3 20.669 57.329 Z M 20.531 59.274 C 20.716 59.264 20.897 59.217 21.064 59.135 L 20.188 57.354 C 20.262 57.318 20.342 57.296 20.425 57.292 Z M 21.064 59.135 C 21.23 59.053 21.377 58.939 21.497 58.801 L 19.997 57.501 C 20.049 57.441 20.113 57.39 20.188 57.354 Z M 21.497 58.801 C 21.617 58.663 21.708 58.502 21.765 58.33 L 19.881 57.703 C 19.906 57.63 19.945 57.561 19.997 57.501 Z M 21.752 58.366 C 21.839 58.134 21.862 57.883 21.816 57.639 L 19.865 58.001 C 19.844 57.889 19.854 57.774 19.894 57.667 Z M 21.822 57.675 C 21.675 56.673 21.533 55.667 21.407 54.677 L 19.438 54.928 C 19.566 55.935 19.71 56.955 19.859 57.965 Z M 21.406 54.674 C 21.363 54.339 21.235 54.018 21.033 53.745 L 19.434 54.921 C 19.435 54.922 19.437 54.926 19.438 54.931 Z M 21.033 53.745 C 20.832 53.471 20.563 53.252 20.252 53.112 L 19.436 54.921 C 19.433 54.92 19.433 54.919 19.434 54.921 Z M 20.247 53.11 C 15.889 51.172 12.183 47.969 9.592 43.897 L 7.918 44.962 C 10.715 49.36 14.722 52.826 19.441 54.923 Z M 9.592 43.897 C 7.002 39.824 5.642 35.062 5.685 30.204 L 3.7 30.187 C 3.654 35.426 5.12 40.564 7.918 44.962 Z M 5.685 30.205 C 5.813 16.772 16.568 5.853 29.696 5.749 L 29.68 3.765 C 15.435 3.877 3.838 15.706 3.7 30.186 Z M 29.696 5.749 C 43.115 5.636 54.105 16.746 54.105 30.449 L 56.09 30.449 C 56.09 15.681 44.238 3.642 29.679 3.765 Z M 54.105 30.448 C 54.098 35.263 52.715 39.97 50.128 43.994 L 51.798 45.068 C 54.592 40.723 56.083 35.643 56.09 30.451 Z M 50.128 43.994 C 47.541 48.018 43.861 51.183 39.542 53.106 L 40.35 54.919 C 45.026 52.838 49.003 49.414 51.798 45.068 Z M 39.535 53.109 C 39.226 53.25 38.958 53.468 38.757 53.741 L 40.356 54.917 C 40.358 54.915 40.358 54.915 40.357 54.916 Z M 38.757 53.741 C 38.557 54.014 38.429 54.333 38.384 54.667 L 40.351 54.93 C 40.352 54.924 40.355 54.92 40.356 54.917 Z M 38.383 54.673 C 38.255 55.672 38.114 56.67 37.966 57.669 L 39.929 57.96 C 40.078 56.954 40.222 55.942 40.352 54.925 Z M 37.967 57.662 C 37.939 57.839 37.946 58.021 37.987 58.196 L 39.919 57.74 C 39.937 57.814 39.94 57.891 39.928 57.967 Z M 37.987 58.196 C 38.029 58.372 38.104 58.538 38.209 58.685 L 39.824 57.53 C 39.869 57.594 39.902 57.665 39.919 57.74 Z M 38.209 58.685 C 38.315 58.832 38.449 58.958 38.604 59.055 L 39.651 57.368 C 39.72 57.411 39.778 57.466 39.824 57.53 Z M 38.604 59.055 C 38.759 59.151 38.933 59.216 39.115 59.245 L 39.424 57.284 C 39.506 57.297 39.583 57.326 39.651 57.368 Z M 39.115 59.245 C 39.342 59.281 39.575 59.259 39.792 59.183 L 39.133 57.311 C 39.226 57.278 39.326 57.269 39.423 57.284 Z M 39.797 59.181 C 51.437 55.007 59.791 43.693 59.791 30.439 L 57.806 30.439 C 57.806 42.847 49.986 53.419 39.127 57.313 Z M 59.791 30.439 C 59.785 13.649 46.348 -0.047 29.803 0 L 29.808 1.985 C 45.22 1.941 57.801 14.712 57.806 30.44 Z M 22.171 28.059 C 22.172 29.608 22.622 31.123 23.469 32.414 L 25.129 31.326 C 24.496 30.36 24.156 29.223 24.156 28.059 Z M 23.469 32.414 C 24.315 33.705 25.52 34.714 26.933 35.31 L 27.704 33.481 C 26.659 33.04 25.761 32.291 25.129 31.326 Z M 26.933 35.31 C 28.346 35.907 29.902 36.063 31.403 35.758 L 31.008 33.813 C 29.9 34.038 28.75 33.923 27.704 33.481 Z M 31.403 35.758 C 32.905 35.453 34.281 34.702 35.359 33.602 L 33.942 32.212 C 33.138 33.032 32.117 33.588 31.008 33.813 Z M 35.359 33.602 C 36.437 32.503 37.169 31.104 37.465 29.585 L 35.517 29.205 C 35.294 30.347 34.745 31.393 33.942 32.212 Z M 37.465 29.585 C 37.762 28.065 37.61 26.49 37.028 25.058 L 35.189 25.805 C 35.625 26.879 35.74 28.063 35.517 29.205 Z M 37.028 25.058 C 36.445 23.625 35.459 22.397 34.189 21.532 L 33.071 23.173 C 34.014 23.815 34.752 24.73 35.189 25.805 Z M 34.189 21.532 C 32.919 20.667 31.423 20.204 29.892 20.204 L 29.892 22.189 C 31.022 22.189 32.128 22.531 33.071 23.173 Z M 29.892 20.204 C 28.875 20.204 27.869 20.408 26.931 20.805 L 27.703 22.633 C 28.398 22.34 29.141 22.189 29.892 22.189 Z M 26.931 20.805 C 25.992 21.201 25.141 21.781 24.425 22.512 L 25.842 23.901 C 26.376 23.357 27.008 22.927 27.703 22.633 Z M 24.425 22.512 C 23.709 23.242 23.142 24.108 22.756 25.06 L 24.595 25.806 C 24.885 25.093 25.309 24.446 25.842 23.901 Z M 22.756 25.06 C 22.369 26.011 22.171 27.03 22.171 28.059 L 24.156 28.059 C 24.156 27.285 24.305 26.52 24.595 25.806 Z M 36.568 39.195 C 35.097 37.615 32.635 36.701 29.886 36.701 L 29.886 38.685 C 32.247 38.685 34.118 39.477 35.115 40.547 Z M 29.886 36.701 C 27.14 36.701 24.672 37.61 23.2 39.196 L 24.654 40.546 C 25.65 39.474 27.524 38.685 29.886 38.685 Z M 23.217 39.178 C 22.421 39.994 21.938 41.068 21.848 42.207 L 23.827 42.363 C 23.881 41.681 24.17 41.044 24.638 40.564 Z M 21.851 42.18 C 21.632 44.239 21.755 46.017 21.98 48.705 L 23.958 48.54 C 23.732 45.842 23.628 44.239 23.825 42.39 Z M 21.98 48.706 C 22.198 51.3 22.606 54.749 23.145 58.256 L 25.107 57.954 C 24.574 54.487 24.172 51.083 23.958 48.539 Z M 23.145 58.258 C 23.534 60.762 23.842 62.146 24.136 63.163 L 26.043 62.612 C 25.782 61.707 25.489 60.414 25.106 57.953 Z M 24.137 63.165 C 24.738 65.234 26.899 66.797 29.884 66.797 L 29.884 64.813 C 27.572 64.813 26.344 63.647 26.043 62.611 Z M 29.884 66.797 C 32.869 66.797 35.03 65.239 35.634 63.165 L 33.728 62.611 C 33.425 63.651 32.197 64.813 29.884 64.813 Z M 35.634 63.164 C 35.928 62.15 36.237 60.765 36.626 58.257 L 34.664 57.953 C 34.282 60.419 33.989 61.711 33.728 62.611 Z M 36.626 58.255 C 37.163 54.75 37.573 51.305 37.791 48.706 L 35.813 48.54 C 35.599 51.087 35.195 54.486 34.664 57.955 Z M 37.791 48.704 C 38.012 46.019 38.139 44.244 37.92 42.18 L 35.946 42.39 C 36.143 44.242 36.035 45.84 35.812 48.541 Z M 37.922 42.209 C 37.835 41.068 37.352 39.994 36.556 39.178 L 35.135 40.564 C 35.603 41.043 35.891 41.68 35.943 42.361 Z" fill="rgb(255, 255, 255)" height="66.7974194091797px" id="JNNg_sYQh" transform="translate(12.267 12.289)" width="59.79149345092774px"/></svg>)
![](data:image/svg+xml,<svg display="block" role="presentation" viewBox="0 0 85 84" xmlns="http://www.w3.org/2000/svg"><path d="M 42.041 0 C 18.822 0 0 18.803 0 42 C 0 65.197 18.822 84 42.041 84 C 65.26 84 84.082 65.197 84.082 42 C 84.082 18.806 65.26 0.003 42.041 0 Z M 61.322 60.574 C 60.567 61.812 58.952 62.199 57.719 61.445 C 47.847 55.418 35.42 54.057 20.787 57.396 C 19.375 57.72 17.97 56.837 17.648 55.427 C 17.324 54.017 18.205 52.612 19.619 52.291 C 35.632 48.637 49.371 50.211 60.452 56.974 C 61.686 57.734 62.079 59.342 61.322 60.574 Z M 66.465 49.142 C 65.516 50.684 63.496 51.165 61.956 50.219 C 50.659 43.281 33.429 41.272 20.064 45.325 C 18.331 45.849 16.501 44.872 15.973 43.144 C 15.451 41.413 16.429 39.587 18.159 39.06 C 33.426 34.431 52.409 36.672 65.384 44.64 C 66.927 45.588 67.415 47.603 66.465 49.142 Z M 66.907 37.231 C 53.355 29.192 31.002 28.453 18.064 32.373 C 15.987 33.004 13.79 31.832 13.162 29.757 C 12.533 27.682 13.704 25.487 15.784 24.856 C 30.635 20.354 55.32 21.222 70.92 30.473 C 72.788 31.582 73.402 33.993 72.295 35.856 C 71.19 37.724 68.772 38.34 66.907 37.231 Z" fill="rgb(28, 215, 96)" height="84px" id="zFqT6zo1T" width="84.0821px"/></svg>)
![](data:image/svg+xml,<svg display="block" role="presentation" viewBox="0 0 85 84" xmlns="http://www.w3.org/2000/svg"><path d="M 0 42 C 0 18.804 18.822 0 42.041 0 C 65.26 0 84.082 18.804 84.082 42 C 84.082 65.196 65.26 84 42.041 84 C 18.822 84 0 65.196 0 42 Z" fill="rgb(255, 48, 0)" height="84px" id="KncWQLI61" transform="translate(0.364 0)" width="84.0822px"/><path d="M 28.602 14.308 C 30.603 15.462 30.603 18.351 28.602 19.505 L 4.499 33.408 C 2.499 34.561 0 33.118 0 30.809 L 0 3.004 C 0 0.696 2.499 -0.748 4.499 0.406 Z" fill="rgb(255, 255, 255)" height="33.813453550869305px" id="IoB9E46I_" transform="translate(31.019 24.743)" width="30.102925000000006px"/></svg>)
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.
CTA-Tag
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.
CTA-Tag
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.
CTA-Tag
Dr Jane Townson OBE, Raina Summerson, Sharon Lowrie, and Dr Trudie Fell
4 national leaders discuss the future of Homecare, Tech and Fair Funding and Commissioning and present opportunity to truly value the sector's workforce.
CTA-Tag
Richard Washington and Philip Luce
The NHS can't do it alone. Bupa's Richard Washington and Philip Luce on why collaboration is the only answer.
CTA-Tag
William Roberts
Many commentators decry the "nanny state" yet a clear message from William Roberts, CEO at the Royal Society for Public Health, in our latest Voices of Care podcast challenges this narrative.
CTA-Tag
Professor Martin Green, Rebekah Cresswell, Andrea Kincade, Peter Kinsey, Tim Davies and Nuno Lopes
As official podcast partners to the Care England Annual Conference we are delighted to share the latest Voices of Care episode featuring 7 leaders from the sector; a golden thread running through this episode (echoing the "Stand by me" theme of the Conference ) is the call for the sector to unite and be recognised for its contribution.
CTA-Tag
Bill Morgan - Senior Partner at Newmarket Strategy, Sarah Woolnough - CEO of the King's Fund and Maria Tereno - Managing Director for Boehringer Ingelheim UK and Ireland.
Voices of Care podcast brings together three leading voices to assess whether the UK can truly become the world's third largest life sciences economy in the next decade and how policymakers can leverage healthcare as a driver of economic growth and launch platform for new medicines for patients.Declaration of involvement: Boehringer did not fund or commission this podcast and had no editorial control over its content or any related materials. The podcast was checked for factual inaccuracies only
CTA-Tag
Professor Oonagh Smyth CBE
Fresh from a CBE and securing a new three-year government contract, Oonagh reflects on what the latest annual workforce report really tells us:
CTA-Tag
Rukshana Kapasi OBE
Barnardo's Director of Health, calls for measurable accountability in government's ambition to create "healthiest generation of children" and urges neighbourhood health models to truly partner with voluntary sector
CTA-Tag
Duncan Burton and Karen Bonner
In this episode of Voices of Care, Duncan Burton, Chief Nursing Officer for England, and Karen Bonner, Chief Nurse for London, discuss the pressures facing the nursing profession and their vision for its future.
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.
CTA-Tag
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.
CTA-Tag
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.
CTA-Tag
Dr Jane Townson OBE, Raina Summerson, Sharon Lowrie, and Dr Trudie Fell
4 national leaders discuss the future of Homecare, Tech and Fair Funding and Commissioning and present opportunity to truly value the sector's workforce.
CTA-Tag
Richard Washington and Philip Luce
The NHS can't do it alone. Bupa's Richard Washington and Philip Luce on why collaboration is the only answer.
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.
CTA-Tag
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.
CTA-Tag
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.
CTA-Tag
Dr Jane Townson OBE, Raina Summerson, Sharon Lowrie, and Dr Trudie Fell
4 national leaders discuss the future of Homecare, Tech and Fair Funding and Commissioning and present opportunity to truly value the sector's workforce.
CTA-Tag
Richard Washington and Philip Luce
The NHS can't do it alone. Bupa's Richard Washington and Philip Luce on why collaboration is the only answer.
Say hello 👋
We’d love to hear from you.
Whatever your enquiry, our team is ready to assist. From care services and partnership opportunities to media requests and general questions - simply fill in the form below and we'll get back to you promptly. HealthForce If you require urgent staffing 0330 054 5570 Community Care For care at home services 0330 054 1110 Existing Newcross Healthcare worker 0330 054 5577
Say hello 👋
We’d love to hear from you.
Whatever your enquiry, our team is ready to assist. From care services and partnership opportunities to media requests and general questions - simply fill in the form below and we'll get back to you promptly. HealthForce If you require urgent staffing 0330 054 5570 Community Care For care at home services 0330 054 1110 Existing Newcross Healthcare worker 0330 054 5577
Say hello 👋
We’d love to hear from you.
Whatever your enquiry, our team is ready to assist. From care services and partnership opportunities to media requests and general questions - simply fill in the form below and we'll get back to you promptly. HealthForce If you require urgent staffing 0330 054 5570 Community Care For care at home services 0330 054 1110 Existing Newcross Healthcare worker 0330 054 5577
Follow us
![](data:image/svg+xml,<svg display="block" role="presentation" viewBox="0 0 85 84" xmlns="http://www.w3.org/2000/svg"><path d="M 41.366 0.029 C 18.505 0.029 0 18.653 0 41.631 C 0 62.402 15.143 79.584 34.905 82.703 L 34.905 53.664 L 24.41 53.664 L 24.41 41.631 L 34.905 41.631 L 34.905 32.451 C 34.905 22.007 41.074 16.27 50.516 16.27 C 55.048 16.27 59.783 17.094 59.783 17.094 L 59.783 27.332 L 54.58 27.332 C 49.435 27.332 47.827 30.539 47.827 33.834 L 47.827 41.631 L 59.286 41.631 L 57.445 53.664 L 47.797 53.664 L 47.797 82.703 C 67.56 79.584 82.703 62.402 82.703 41.631 C 82.703 18.653 64.198 0 41.337 0 Z" fill="rgb(7, 102, 255)" height="82.70270270270271px" id="uM99l5d6e" transform="translate(1.768 0.65)" width="82.70263148648641px"/></svg>)
![](data:image/svg+xml,<svg display="block" role="presentation" viewBox="0 0 85 84" xmlns="http://www.w3.org/2000/svg"><path d="M 7.394 0 C 3.302 0 0 3.302 0 7.394 C 0 11.485 3.302 14.787 7.394 14.787 C 11.485 14.787 14.787 11.485 14.787 7.394 C 14.787 3.302 11.485 0 7.394 0 Z" fill="rgb(255, 0, 105)" height="14.787243243243239px" id="QFyUqCm2f" transform="translate(35.726 34.579)" width="14.787243243243125px"/><path d="M 35.477 5.085 C 35.068 4.062 34.601 3.302 33.812 2.542 C 33.023 1.754 32.292 1.286 31.269 0.877 C 30.48 0.585 29.311 0.205 27.149 0.117 C 24.811 0 24.109 0 18.177 0 C 12.245 0 11.543 0 9.206 0.117 C 7.043 0.205 5.874 0.585 5.085 0.877 C 4.062 1.286 3.302 1.754 2.543 2.542 C 1.754 3.332 1.286 4.062 0.877 5.085 C 0.585 5.874 0.205 7.043 0.117 9.205 C 0 11.543 0 12.245 0 18.177 C 0 24.109 0 24.811 0.117 27.149 C 0.205 29.311 0.585 30.48 0.877 31.269 C 1.286 32.292 1.754 33.052 2.543 33.812 C 3.332 34.601 4.062 35.068 5.085 35.477 C 5.874 35.77 7.043 36.15 9.206 36.237 C 11.543 36.354 12.245 36.354 18.177 36.354 C 24.109 36.354 24.811 36.354 27.149 36.237 C 29.311 36.15 30.48 35.77 31.269 35.477 C 32.292 35.068 33.052 34.601 33.812 33.812 C 34.601 33.023 35.068 32.292 35.477 31.269 C 35.77 30.48 36.15 29.311 36.237 27.149 C 36.354 24.811 36.354 24.109 36.354 18.177 C 36.354 12.245 36.354 11.543 36.237 9.205 C 36.15 7.043 35.77 5.874 35.477 5.085 Z M 18.177 29.604 C 11.865 29.604 6.78 24.489 6.78 18.206 C 6.78 11.923 11.894 6.809 18.177 6.809 C 24.46 6.809 29.574 11.923 29.574 18.206 C 29.574 24.489 24.46 29.604 18.177 29.604 Z M 30.042 9.001 C 28.581 9.001 27.383 7.803 27.383 6.342 C 27.383 4.88 28.581 3.682 30.042 3.682 C 31.503 3.682 32.701 4.88 32.701 6.342 C 32.701 7.803 31.503 9.001 30.042 9.001 Z" fill="rgb(255, 0, 105)" height="36.35427027027028px" id="YNVzbrvoy" transform="translate(24.942 23.825)" width="36.35427027027049px"/><path d="M 41.351 0 C 18.499 0 0 18.499 0 41.351 C 0 64.204 18.499 82.703 41.351 82.703 C 64.204 82.703 82.703 64.204 82.703 41.351 C 82.703 18.499 64.204 0 41.351 0 Z M 63.415 50.498 C 63.298 52.865 62.918 54.473 62.392 55.876 C 61.837 57.337 61.077 58.564 59.821 59.821 C 58.564 61.077 57.337 61.808 55.875 62.392 C 54.473 62.948 52.836 63.328 50.498 63.415 C 48.131 63.532 47.371 63.561 41.351 63.561 C 35.331 63.561 34.571 63.561 32.204 63.415 C 29.837 63.298 28.23 62.918 26.827 62.392 C 25.366 61.837 24.139 61.077 22.882 59.821 C 21.626 58.564 20.895 57.337 20.31 55.876 C 19.755 54.473 19.375 52.836 19.288 50.498 C 19.171 48.131 19.141 47.371 19.141 41.351 C 19.141 35.331 19.141 34.572 19.288 32.204 C 19.404 29.837 19.784 28.23 20.31 26.827 C 20.866 25.366 21.626 24.139 22.882 22.882 C 24.109 21.655 25.366 20.895 26.827 20.31 C 28.23 19.755 29.866 19.375 32.204 19.288 C 34.571 19.171 35.331 19.141 41.351 19.141 C 47.371 19.141 48.131 19.141 50.498 19.288 C 52.865 19.404 54.473 19.784 55.875 20.31 C 57.337 20.866 58.564 21.625 59.821 22.882 C 61.048 24.109 61.808 25.366 62.392 26.827 C 62.947 28.23 63.327 29.866 63.415 32.204 C 63.532 34.572 63.561 35.331 63.561 41.351 C 63.561 47.371 63.561 48.131 63.415 50.498 Z" fill="rgb(255, 0, 105)" height="82.70270270270271px" id="cqBncOQdg" transform="translate(1.768 0.65)" width="82.70263148648641px"/></svg>)
![](data:image/svg+xml,<svg display="block" role="presentation" viewBox="0 0 85 84" xmlns="http://www.w3.org/2000/svg"><path d="M 42.5 0 C 19.012 0 0 19.012 0 42.5 C 0 65.988 19.012 85 42.5 85 C 65.988 85 85 65.988 85 42.5 C 85 19.012 65.958 0 42.5 0 Z M 29.675 62.383 L 19.913 62.383 L 19.913 30.966 L 29.675 30.966 Z M 24.719 27.122 C 21.625 27.122 19.643 24.929 19.643 22.256 C 19.643 19.583 21.686 17.39 24.839 17.39 C 27.993 17.39 29.915 19.523 29.975 22.256 C 29.975 24.959 27.993 27.122 24.719 27.122 Z M 65.297 62.383 L 55.535 62.383 L 55.535 44.993 C 55.535 40.938 54.124 38.175 50.579 38.175 C 47.876 38.175 46.284 40.037 45.564 41.839 C 45.293 42.47 45.233 43.371 45.233 44.272 L 45.233 62.383 L 35.472 62.383 L 35.472 40.998 C 35.472 37.094 35.352 33.82 35.201 30.966 L 43.671 30.966 L 44.122 35.322 L 44.302 35.322 C 45.594 33.279 48.747 30.246 54.004 30.246 C 60.431 30.246 65.237 34.541 65.237 43.792 L 65.237 62.353 Z" fill="rgb(10, 102, 194)" height="85px" id="sOtZ6DPTJ" transform="translate(0 -0.5)" width="85px"/></svg>)
![](data:image/svg+xml,<svg display="block" role="presentation" viewBox="0 0 85 84" xmlns="http://www.w3.org/2000/svg"><path d="M 42.5 0 C 19.012 0 0 19.042 0 42.5 C 0 65.958 19.012 85 42.5 85 C 65.988 85 85 65.988 85 42.5 C 85 19.012 65.988 0 42.5 0 Z M 53.042 65.657 L 40.097 49.198 L 26.281 65.627 L 17.781 65.627 L 36.012 44.002 L 16.64 19.373 L 31.988 19.373 L 43.942 34.601 L 56.707 19.433 L 65.147 19.433 L 48.026 39.797 L 68.33 65.687 L 53.042 65.687 Z" fill="rgb(0, 0, 0)" height="85px" id="t1fLtFIZ8" transform="translate(0 -0.5)" width="85px"/><path d="M 0 0 L 29.224 37.184 L 32.889 37.184 L 3.724 0 Z" fill="rgb(0, 0, 0)" height="37.18395833333333px" id="cy2z2glNV" transform="translate(26.041 23.407)" width="32.88862500000003px"/></svg>)
![](data:image/svg+xml,<svg display="block" role="presentation" viewBox="0 0 85 84" xmlns="http://www.w3.org/2000/svg"><path d="M 42.5 0 C 65.972 0 85 19.028 85 42.5 C 85 65.972 65.972 85 42.5 85 C 19.028 85 0 65.972 0 42.5 C 0 19.028 19.028 0 42.5 0 Z M 41.82 25.972 C 41.82 25.972 25.985 25.973 22.027 27.014 C 19.903 27.598 18.153 29.347 17.57 31.513 C 16.528 35.471 16.528 43.678 16.528 43.681 C 16.528 43.681 16.528 51.931 17.57 55.848 C 18.153 58.014 19.861 59.722 22.027 60.305 C 26.027 61.388 41.82 61.389 41.82 61.389 C 41.906 61.389 57.662 61.385 61.61 60.347 C 63.777 59.764 65.486 58.056 66.07 55.89 C 67.111 51.931 67.112 43.722 67.112 43.722 C 67.112 43.679 67.15 35.461 66.07 31.513 C 65.486 29.347 63.777 27.639 61.61 27.056 C 57.662 25.976 41.906 25.972 41.82 25.972 Z M 49.943 43.681 L 36.777 51.264 L 36.777 36.097 Z" fill="rgb(255, 0, 0)" height="85px" id="XJwObJ3H4" transform="translate(0 -0.5)" width="85px"/></svg>)