In a bad few weeks for NHS hospitals Simon Cox asks why people who experience bad care are being turned away by the patient complaints watchdog.

Was the scandal at the Morecambe Bay Hospitals an isolated case, and could the problems at some of the 11 hospitals now in special measure have been spotted earlier?

James Titcombe whose son Joshua died at Morecambe Bay Hospital tells the story of how his complaint was hampered at every turn. The Parliamentary and Health Service Ombudsman Dame Julie Mellor and the Medical Director of NHS England, Sir Bruce Keogh, tell us how they think the system could be improved.