Learning from complaints

Following an extensive inquiry into failings at Mid-Staffordshire NHS Foundation Trust, Robert Francis QC published his final report on 6 February 2013. Many recommendations were made following this report and NELFT are now required to report on how they are learning from complaints.

Below is a report demonstrating how we have developed a learning tool that identifies themes and outlines the improvements made and shows findings from complaints received during the period 1 April to 30 September 2015 in a You said-We did format.


Learning from Complaints Q1 19-20 [pdf] 290KB
Learning from Complaints Q2 19-20 [pdf] 275KB
Learning from Complaints Q3 19-20 [pdf] 275KB


Learning from Complaints Q1 2018-19 [pdf] 569KB
Learning from Complaints Q2 2018-19 [pdf] 305KB
Learning from Complaints Q3 2018-19 [pdf] 302KB


Learning from Complaints-Q1-2017-18 [pdf] 272KB
Learning from Complaints Q2 2017- 18 [pdf] 312KB
Learning from Complaints Q3 2017 - 18 [pdf] 303KB
Learning from Complaints Q4 2017-18 [pdf] 598KB ​​​​​​


Learning-from-complaints-Q1-2016-17 [pdf] 310KB (Trust wide)
Learning from complaints  Q2 2016-17 [pdf] 316KB (Trust wide)
Learning from complaints  Q3 2016-17 [pdf] 354KB (Trust wide)
Learning from complaints Q4 2016-17 [pdf] 285KB (Trust wide)


Learning-from-complaints-Q1-2015-16 [pdf] 390KB (Trust wide)
Learning-from-complaints-Q2-2015-16 [pdf] 364KB (Essex only)
Learning-from-complaints-Q3-2015-16 [pdf] 374KB (Trust wide)
Learning-from-complaints-Q4 2015-16 [pdf] 277KB (Trust wide)


Learning from complaints Q1-Q2 2014-15 pdf 311KB
Learning from complaints Q3-Q4 2014-15 pdf 381KB

Learning from complaints and findings from the investigation may be shared on our website. If you do not wish your concerns to be shared please contact nelftcomplaints@nelft.nhs.uk and we will ensure that the issues you have raised are not included.