S3 EP 4: What Future Doctors Can Learn from Complaints with Dr Tony Dysart (PHSO)
In the latest episode of That OA Thing, Season 3 explores how complaints can be used not only to resolve problems, but also to improve public services and shape the professionals of tomorrow.
We were delighted to welcome Dr Tony Dysart, Senior Lead Clinician at the Parliamentary and Health Service Ombudsman (PHSO) – soon to be ‘Public Services Ombudsman’, who joined Donal Galligan, Chief Executive of the Ombudsman Association (OA), for an insightful discussion on patient safety, medical education, and the transformative power of learning from complaints.
Together, Tony and Donal discuss:
- Why complaints matter in medical education – and why future doctors should be exposed to the insights and experiences that complaints provide long before they enter professional practice.
- What complaints reveal about healthcare – including the human impact of care, the importance of communication, and the lessons that often cannot be learned through textbooks or clinical training alone.
- Building a culture of learning rather than blame – exploring how organisations can move beyond defensiveness and use complaints as a source of improvement, reflection, and professional development.
- PHSO’s innovative work with medical students – giving future clinicians direct access to complaint-led learning and helping them better understand patient safety, trust, and the patient-doctor relationship.
- The value of real-life patient experiences – and how complaint data can provide a unique perspective on what matters most to patients and families when things go wrong.
- Lessons for the wider ombudsman sector – including how complaint insight can drive long-term change, influence professional education, and improve services across a range of sectors.
"Future doctors need to understand complaints not as failures, but as opportunities for learning." – Dr Tony Dysart, PHSO
This episode highlights the crucial role complaints play in creating safer, more compassionate services. By listening to the experiences of patients and service users, organisations can strengthen trust, improve outcomes, and help ensure future professionals are better equipped to meet the needs of those they serve.
Catch up your way:
🎧 YouTube: https://youtu.be/pwfQ-YSuwG0
🎵 Spotify: https://open.spotify.com/episode/7yM4bYRs3rxQoSxWINhi8L?si=MjZ0QZr7T5GkP92U1gl3IQ
#PatientSafety #MedicalEducation #PHSO #ThatOAThing