Highfield Surgery

Cambrian Way, Hemel hempstead, HP2 5TA

Telephone: 01442 265322

Sorry, we're currently closed. Please call NHS 111

Suggestions, Compliments & Complaints

We constantly strive to give you the best possible care and attention. If you have any complaints, compliments or suggestions concerning the practice or your care please tell us.
We operate an in-house complaints procedure to deal with your complaints. Our Practice Manager will take details of your complaint and explain the complaint procedure to you. A written acknowledgement will be sent to you within 3 days of your complaint.

We have a formal complaints procedure, which follows national guidelines. We will always try and resolve problems quickly and efficiently.

A full investigation will be carried out including all the individuals involved and you will be contacted by our Practice Manager. A response will be sent to you within 28 days(please note this may take a little longer if there are several aspects, but you would be informed).

We have to respect our patients confidentiality and if a complaint has been raised on behalf of someone else we would seek their consent to investigate this.

At the end of this we would hope that all matters have been resolved, if however you feel they have not the following is available for you to seek advice and support.


The Independant Complaints Advisory Service (ICAS) is able to give you advice and support and they may be contacted on 0845 456 1082. Website: www.dh.gov.uk

NHS England

Telephone: 0300 311 22 33
Email nhscommissioningboard@hscic.gov.uk

Postal Address:
NHS Commissioning Board
PO Box 16738
B97 9PT

If the Healthcare Commission is unable to conclude matters to your satisfaction, cases can be referred to the Ombudsman at:

Office of the Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP Tel: 0845 015 4033. Website: www.ombudsman.org.uk


Advice and help when making a complaint:

We understand that making a complaint can be difficult thing to do and you may wish to obtain some advice and support. Below are two organisations that offer advice and support to patients when making a complaint.

1. Hertfordshire & West Essex ICB

The Forum


Hemel Hempstead


Telephone: 01992 566122

Email: hweicbwe.patientfeedback@nhs.net



Hertlands House

Primett Road




Telephone: 0300 1234044

Email: info@hertshelp.net

Website: www.pohwer.net


If you are dissatisfied with the outcome:

If you are not happy with the outcome of our investigation and do not think that we can do anything else, you may approach the following with your complaint. They will look into your complaint and consider if the practice has acted properly.


Hertfordshire and West Essex ICB

Charter House


Welwyn Garden City

Hertfordshire AL8 6JL

Tel: 01992 566122

Email: hweicbwe.patientfeedback@nhs.net


CQC National Service Centre



Newcastle Upon Tyne


Tel: 03000 616161


Parliamentary and Health Service


Millbank Tower




Tel: 0345 015 4033

Email: phso.enquiries@ombudsman.org.uk



Opening Times

  • Monday
    08:00am to 06:30pm
  • Tuesday
    08:00am to 06:30pm
  • Wednesday
    08:00am to 06:30pm
  • Thursday
    08:00am to 06:30pm
  • Friday
    08:00am to 06:30pm
  • Saturday
  • Sunday
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