Regal Chambers Surgery

50 Bancroft, Hitchin, Herts SG5 1LL

Telephone: 01462 453232

E82075.regalchamberssurgery@nhs.net

We're open

On Tuesday 12th March 2024 our phone lines/surgery will be closed from 12.30-5.30pm for staff training. There will be no appointments available during this time. If you feel you urgently need to see a GP during this time, please call 111. Thank you for your understanding.

Complaints Procedure

We endeavour to give you the best service possible at all times, but there may be times when you have a complaint or concern about the service you have received from the doctors or staff working here, and you are entitled to ask for an explanation.

We operate an in-house complaints procedure to deal with our complaints. This procedure does not deal with matters of legal liability or compensation, but we hope you will use it to give us the opportunity to look into and, if necessary correct any problems that may have arisen. The Practice Manager will always be happy to speak to patients either by phone or in person. In some cases the in-house procedure is not an appropriate form of investigation, in which case you will be referred to the appropriate authority.

Our preference is to resolve complaints internally, however, practices can submit a complaint via the Integrated Care Board (ICB). Details of who to contact can be found here:

Please note, we have to respect our duty of confidentiality to patients, and patient’s consent will be necessary if a complaint is made on their behalf. We cannot provide confidential information without appropriate authority if you are not the patient in question.

Your complaint should be addressed to the Practice Manager, who will ensure that it is investigated thoroughly and as speedily as possible. We aim to report back to you within two weeks although, in some cases, more time may be required.

We hope to address your concerns fully, provide you with a suitable explanation, and discuss any action that may be taken. We trust that at the end of the informal meeting you will be satisfied that the matter has been resolved.

Complaints procedure – England updated Aug 23

Opening Times

  • Monday
    08:00am to 06:30pm
    Phone lines closed 13.00-14.30
  • Tuesday
    08:00am to 12:30pm
    02:00pm to 06:30pm
  • Wednesday
    08:00am to 06:30pm
    Phone lines closed 13.00-14.30
  • Thursday
    08:00am to 06:30pm
    Phone lines closed 13.00-14.30
  • Friday
    08:00am to 06:30pm
    Phone lines closed 13.00-14.30
  • Saturday
    CLOSED
  • Sunday
    CLOSED
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