Compliments

At Yardley Green Medical Centre we strongly pride ourselves in delivering excellent patient care so if you feel like that this is something you have received then we would love to hear about it.

There are number of ways this can be done:

• Complete our Feedback Form.
• Visit our NHS Leave a Review page.
• Come into the surgery and speak to a member of the management team.
• Write your compliment down and send it to the practice.

We thank all our patients for their continued support and admiration. Some of our recent compliments are as follows:

“All the words in the world and none quite put into context how important you are. Your services are so valued and totally underappreciated. Thank you.”

“I can’t thank you enough. Many thanks for your sincere efforts and kindness last week. Without which we wouldn’t have the results we wanted. Thank you so very much – angels in disguise!”

“To all staff at Yardley Green Medical Centre. Just to say a very big thank you to you all for being so amazing and taking care of me through my pregnancy and all the lovely presents for the baby. Lots of love.”

Complaints / Concerns

Every patient has the right to make a complaint about the treatment or care they have received at Yardley Green Medical Centre.

We understand that we may not always get everything right and by telling us about the problem you have encountered, we will be able to improve our services and patient experience

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If not, and you wish to make a complaint, we would like you to let us know as soon as possible.

Informal Complaint

If you would like to discuss any concern that you may have please feel free to attend the surgery or request a call back from either the practice manager or deputy practice manager. We try our hardest to resolve any concerns as soon as possible with a positive outcome.

Formal Complaint

Formal complaints should be addressed to the practice manager, or any of the Doctors. Alternatively you may ask for an appointment with the practice manager in order to discuss your concerns. It would be a great help if you are as specific as possible about your complaint.

What We Shall Do

We shall acknowledge your complaint within three working days and aim to have responded as swiftly as possible to your complaint within an agreed timescale from the date you raised it with us. We shall then be in a position to offer you an explanation, an apology if appropriate or a meeting with the people involved. Please be assured that future care will not be impacted by making a complaint.

When we investigate your complaint, our aims will be to make it possible for you to discuss the problem with those concerned if you would like this, and take appropriate action wherever possible.

Please see our Complaints Leaflet for more information.

• Patient Complaint Form.

Complaining On Behalf Of Someone Else

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we must have their written permission to do so. A letter of consent signed by the person concerned will be needed, unless they are not able (because of illness) to provide this.

• Third Party Patient Complains Consent Form.