Complaints Policy

Compliments and Complaints

At The Lodge and Highfield Surgeries and Redbourn Health Centre, we want to give you the best service we can. We like to hear what you think and have a Patient Participation Group that helps us by sharing their views.

If you want to tell us something nice, make a suggestion, or share a complaint, you can call us at 01727 853107 or complete our online complaints form.

If you’re not happy with the service you’ve received, we want to fix any issues and improve our care. Our Practice Complaints Procedure shows how we will look into and respond to formal complaints. It also explains your rights as a patient or carer and shows that we take complaints seriously.

The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain. The complaints manager will respond to within three business days to acknowledge your complaint.

We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.

All written complaints will be acknowledged in writing within 3 working days of receipt.