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0800 716 646
Our aim is to provide the highest possible level of service to members. Our membership team sets stringent performance targets to help us achieve this. We regularly survey members to check that we are meeting these high standards. The feedback we receive is used to guide improvements to our service.
Our usually high standards for the speed of answering calls dropped in Q4 of 2015 and again in Q1 2016, due in part to unprecedented call volumes in response to a GMC communication, combined with a computer upgrade to our membership system.
Not only will our new membership system ensure we are able to continue to provide a high level of service to members; it will also help us meet the changing indemnity needs of the healthcare environment by enabling us to support members in an increasingly individual way.
Improvements have been made in the service provided during Q1 2016 although we will continue to work hard to return all areas of service to the high levels expected of us, and apologise for any delays you experience in the meantime.
Despite the issues experienced by some of our members recently, we still received plenty of positive feedback. Here is a selection of some of the comments we received via our survey:
"Phoned recently re reduction in hours as a gp. The whole process was dealt with in a matter of minutes and person at the other end of the phone was polite, efficient and knowledgeable"
"I had an enquiry about partial retirement and it was handled quickly and efficiently"
"Telephoning the membership department was very beneficial this year. My indemnity was amended significantly and the lady who advised was polite, sincere and extremely helpful"
"Very pleased with my current membership subscription"
"Very helpful well informed staff"
"First class service"
"Excellent over many years"
"Service provided was very clear concise and efficient. My documents arrived very promptly"
"My enquiry was dealt with very well indeed, and I was completely satisfied"
"Helpful and efficient. Thank you!"
Some applicants for membership told us that they were unhappy with the time it was taking to get an indicative quote for their work. Our quotes are tailored to individual circumstances, and sometimes we need to refer details of the work to our Underwriting team before we can confirm the correct subscription. However, this can lengthen the application process.
From now on, a referral will only be done if we receive an application form. This will enable us to provide quicker indicative quotes, and will reduce the number of referrals we carry out. This will give our staff more time to help with enquiries that don't need to be referred to our underwriters.
Over the past 12 months, only 0.11% of all enquiries received by telephone, letter and email in the Membership team resulted in a complaint.
© 2017 The MDU
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