What really happens to patient complaints in the NHS?
Why do waiting lists keep growing?
And is the real problem funding… or culture?

In this powerful episode of Health Applied, Kelly and Harriet sit down with Kerry Riches, former Head of Patient Experience at the NHS, MS ambassador, disability advocate, and familiar face from Big Brother.

Kerry shares:

• Her deeply personal journey of being diagnosed with Multiple Sclerosis

  What actually happens behind the scenes when patients complain

  The cultural issues inside the NHS no one talks about

  The emotional toll of working in healthcare during COVID

  Why communication failures are costing more than money

  The three changes she believes could fix the system

  From powerful stories of end-of-life care to the reality of staff burnout and leadership challenges, this is an honest, emotional and eye-opening conversation about what healthcare should really look like.

  If you’ve ever been a patient, worked in healthcare, or care about the future of the NHS, this episode is essential listening.

  
  

  CHAPTERS

  • 00:00 – Introduction & Meet Kerry Riches
  • 02:00 – Being Diagnosed with Multiple Sclerosis
  • 06:30 – Why Early Diagnosis Matters
  • 08:15 – What Really Happens to NHS Complaints?
  • 11:00 – “In Your Shoes” – Facing Patients After Harm
  • 14:00 – Do Patients Feel Safe Speaking Up?
  • 18:00 – COVID Inside the NHS
  • 21:45 – The Story That Broke Kerry
  • 25:40 – Is the NHS Broken?
  • 30:30 – Culture vs Funding: What’s the Real Problem?
  • 37:00 – Leadership, Communication & Burnout
  • 42:30 – When Human Error Becomes Dangerous
  • 46:00 – Should GP Appointments Be Paid For?
  • 49:30 – Why Hospital Experiences Differ So Much
  • 53:00 – The 3 Things That Could Fix the NHS
  • 57:30 – Final Thoughts & Gratitude