Phillips & Co : Cosmetic Dentistry - Logo
  • 15 Woodland Road, Darlington, DL3 7BJ
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Code of Practice for Patient Complaints

In this practice we take complaints very seriously indeed and try to ensure that all our patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to customers’ concerns in a caring and sensitive way.

  1. The person responsible for dealing with any complaint about the service which we provide Dr Scott Phillips, Practice Principal.
  2. If a patient complains on the telephone or in person, we will listen to their complaint and offer to refer him or her to the Practice Principal immediately. If the Practice Principal is not available at the time, then the patient will be informed when they will be able to talk to the Practice Principal and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on to the Practice Principal. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
  3. If the patient complains in writing or by email, it will be passed on immediately to the Practice Principal, Dr Scott Phillips.
  4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, unless the patient does not want this to happen.
  5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice within three working days.
  6. We will seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
  7. We will confirm the decision about the complaint in writing immediately after completing our investigation.
  8. Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.
  9. If patients are not satisfied with the result of our procedure then a complaint may be made to:

The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP. Telephone: 0345 015 4033 www.ombudsman.org.uk

The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2ER. Telephone: 08456 120 540 www.dentalcomplaints.org.uk

The General Dental Council, 37 Wimpole Street, London. W1N 8DQ. Telephone: 0845 222 4141, the dentists’ regulatory body for complaints about professional misconduct

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WHAT OUR HAPPY PATIENTS SAY

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"As someone who has always been frightened of the dentist and put off going for years I was…

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"I've been part of this practise for a long time and I have always had good service .There…

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Very clean, stylish and modern practice. Staff are all very helpful and professional and accommodating. Chuffed with my…

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"Had Invisalign with Dr Phillips, great experience throughout. My 1 year old son sees Dr McCann and always…

L.M

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"From the moment I walked in to the practice to the moment my treatment ended the service received…

G.L.

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"I transferred to Scott following Gary's retirement and I have always received courteous and professional service on my…

L.W.

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"Lovely practice, really welcoming and Scott puts you at ease. He’s an amazing dentist and he has a…

S.A.

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WHAT OUR HAPPY PATIENTS SAY

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"Superb Dental Practice - patient care is a priority here. Scott is an excellent and well regarded dentist."

A. P.

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"Fantastic dentist very accommodating and excellent service from start to finish. The practice is beautiful also!"

P. A.

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"I should of done this review sooner, I'm very forgetful. I came from France just to see Phillip…

S.

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WHAT OUR HAPPY PATIENTS SAY

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"Impeccable service as always. Special mention to Dr Scott Phillips who always looks after me and provides incredible…

J. H.

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"I've had a great experience at this dentist with Dr Megan! The practice itself is so clean and…

C. B.

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"Very good treatment, for someone who had not been to the dentist for many a year, they were…

A. A.

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"The practice is so friendly Megan and her team always put me at ease. Megan does great work,…

T. W.

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"A fantastic dental practice with great staff and a high quality of treatments. I’d recommend this practice to…

C. S.

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"I had tooth whitening treatment at this lovely practice, such an easy process from start to finish. Highly…

K. T.

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"Great experience, excellent staff, lovely practice. Dr. Megan McCann is great and I wouldn't go anywhere else!"

I. D.

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"I’ve seen both Megan and Scott several times and cannot fault either of them. Clinically excellent and very…

M. C.

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"Having been with the practice for many years Scott and his team always make you welcome"

N. H.

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'Excellent dentist and hygienist, always friendly and professional."

M. G.

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"Always caring and pleasant and very informative on what is to be done"

P. R.

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"Excellent Dental Practice! Scott is a superb dentist"

H. D.

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“I had a tooth extraction and they definitely live up to their name. the dentist was so gentle,…

L.Y.

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“Relaxing friendly family dentist brilliant place.”

R. W. W.

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Treatment - Philips and Co

General Dentistry

The main focus of the practice Is the long-term health of our patients, and the…

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Family Dentistry

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Implant Dentistry

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Cosmetic Dentistry

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Hygiene Therapy

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Skin and Facial Aesthetics

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Orthodontics

Orthodontics is the science and art of moving teeth, usually to improve the appearance by…

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Sedation

For those more nervous among you, we are delighted to let you know there is…

Opening Hours

MONDAY

09:00 - 13:00

14:00 - 17:00

TUESDAY

09:00 - 13:00

14:00 - 17:00

WEDNESDAY

09:00 - 13:00

14:00 - 17:00

THURSDAY

09:00 - 13:00

14:00 - 17:00

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