Our Complaints Procedure

If you have a complaint or concern about the service you have received from the Dentists, Doctors or any of the personnel working at the Shakespeare Clinic, please let us know. We operate a practice complaint procedure which meets or exceeds national criteria.

Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned. This may be the approach you try first or please ask to speak to our Practice Manager who will try and resolve your complaint straight away.

Where we are not able to resolve your complaint in this way and you wish to make a formal complaint you should do so in writing. This should take place within a few days, as this helps us to establish what happened more easily. In any event, this should be, within 12 months of the incident, or within 12 months of you discovering the impact of the incident. Please give as much detail as you can.

We can provide you with a complaint form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for this. You can provide this in your own format providing this covers all the necessary aspects.

Send your written complaint to:

Michelle Wilde
Practice Manager
The Shakespeare Clinic
17 Shakespeare Road
Bedford
MK40 2DZ

We keep strictly to the rules of medical confidentiality. If you are not the patient, but are complaining on their behalf, you must have their written permission to do so. A signed authority by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this.

We will acknowledge receipt of your complaint within 72 hours and aim to have fully investigated within 28 working days from the date it was received. If we expect it to take longer, we will explain the reason for the delay and tell you when we expect to finish. When we consider your complaint, we will investigate the circumstances and make it possible for you to discuss the problem with those concerned. We will ensure that you receive an apology if this is appropriate and take steps to make sure any problem does not arise again. You will receive a final letter setting out the result of any practice investigations

If you feel are unable to discuss your complaint directly with us, you can contact the following organisations:

Care Quality Commission on 03000 616161
General Dental Council on 0207 167 6000
General Medical Council 0161 923 6602