Complaints statement - Yes We Can Youth Clinics

Are you dissatisfied?

At the Yes We Can Healthcare Group, we strive every day to provide the best possible care and support. However, there may be times when things don’t go as expected. You might feel disappointed, have concerns or experience something negative. Please don’t hesitate to let us know. Together, we will look at how to resolve the situation and learn from it so we can improve.

We believe it is incredibly important that fellows, residents and their families feel heard and seen across all the organisations in our group. Clear communication, transparent information, and space for feedback are essential to this. That’s why we schedule regular moments to reflect together on how things are going and what can be improved. Only by doing this can we continue to make a real difference.

For more substantive information, see our complaints procedure (PDF).

What can you do if you are not satisfied?

You can share your experience directly with the staff members who were involved. Let them know what you found upsetting and how it affected you. A personal conversation often helps to find a solution together quickly. After such a conversation, we always ensure clear feedback is provided to everyone involved.

Would you prefer to report your concern in a different way? You can also submit a suggestion or complaint using the complaints form below. Once we receive your submission, we gather information about the situation from everyone involved. We will then contact you to discuss the matter further and look at possible next steps -together. In most cases, we are able to find a solution collaboratively, and that is always our aim.

What if you are not satisfied with the outcome?

If you are not satisfied with how your complaint has been handled, you can refer your complaint to the independent complaints committee. You can do this by contacting the committee at [email protected]. We will continue to stand by your side – every step of the way, to help move forward together.

For more information about the complaints procedure and how the independent complaints committee operates, please refer to the complaints procedure of the YWCHG.

The complaints officer is here to support you

Do you need help submitting or discussing your complaint? Our complaints officer is here especially for you. The complaints officer can help you clearly formulate your complaint, explain your rights and mediate internally to work towards a solution together.

You can contact the complaints officer at: [email protected].

First name *

Surname *

Street and number *

Postal code *

City *

Country *

Email address *

Phone number *Please include your country code (for example +34 or 0032)

What would you like to report? *

A general complaint
A situation I am dissatisfied with
A complaint regarding data handling and privacy
I would like to discuss my complaint with the complaints officer first

Which part of the Yes We Can Healthcare Group does your report concern? *

The intake at the headquarters in Oirschot

The treatment at Yes We Can Youth Clinics

The aftercare programme of Yes We Can Youth Clinics

The family coaching and counselling programme

In what way are you involved in the treatment process? *

I am a fellow over the age of 16
I am a fellow under the age of 16 and am submitting the complaint together with my parents/guardians
I am a parent/guardian
I am a referrer or previous care provider
I am a follow-up care provider

Describe the situation *Please describe the situation you would like to report as clearly as possible below. Where and when did it take place, and who was involved?

Describe the effect or outcome *

I agree *

By sending this form I give permission that this data may be used for the processing of my complaint regarding Yes We Can Clinics. This data will not be used for other purposes and will not be provided to third parties and can be deleted at any time at my request. You can find more information about how we deal with personal data in our privacy policy.

Disputes Committee

At the Yes We Can Healthcare Group, we believe in openness, trust and working together to find a resolution. We therefore do everything we can to carefully discuss and resolve any complaints with you. If, despite our efforts, this is not successful, you always have the right to refer your complaint or dispute to the Disputes Committee for Mental Health Care. The Yes We Can Healthcare Group is affiliated with this committee because we take all complaints very seriously.