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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.
Complaints and the Use of Artificial Intelligence (AI)
We welcome feedback and complaints, and we want to understand your experience in your own words.
We are committed to handling complaints fairly, openly and compassionately, in line with the Public Service Ombudsman’s NHS Complaint Standards.
Some people choose to use Artificial Intelligence (AI) tools to help write complaints or emails. We understand that these tools can be helpful in organising thoughts or expressing concerns.
However, AI-generated text can sometimes:
- include information that is inaccurate or not relevant;
- use overly formal or legal language;
- make complaints longer or more complex than necessary; or
- make it harder for us to clearly understand your personal experience.
This can occasionally delay our review or mean we need to contact you to clarify the details before we can respond fully.
The most helpful complaints are usually clear and concise, and explain:
- what happened;
- when it happened;
- how it affected you; and
- what you would like us to do to resolve the matter.
A short explanation in your own words is often more helpful than a long or highly formal letter.
If you choose to use AI tools, we recommend that you:
- check the wording carefully to ensure it reflects your own experience;
- remove any information that is inaccurate or not relevant; and
- take care when including sensitive personal information.
Please be aware that some AI tools may store or use information entered into them.
Further guidance on using AI to support a complaint from the Public Service Ombudsman
If you need support to make a complaint—for example due to language needs, disability, learning disability, or mental health or communication difficulties—please let us know. We will do our best to support you in a way that works for you.
Providing NHS Services
Telephone: 01727 853107