How we are doing

Our membership team has again achieved the Customer Service Excellence Standard (CSE) in 2019, a recognised independent benchmark of excellent customer service.

We are also the proud recipients of two Princess Royal Training awards. One in recognition of the high quality of training for our medico-legal team and the other for the high quality of induction training implemented within the MDU. We are delighted to be the first medical defence organisation to achieve this accolade.

Service performance

We want our members to receive a better level of service than they would receive elsewhere. To achieve this, our membership team sets stringent performance targets and regularly surveys members to see how our service is being received. The feedback we obtain guides improvements to our service.

Due to the COVID-19 pandemic, our membership phone lines were much busier than usual in the last 2 weeks of Q1 of 2020 and we were also in the process of moving all our staff to home working. As a result, we saw a dip in the number of calls answered within 20 seconds, otherwise our service level would have been above our target at approximately 85%.

Member feedback

We have temporarily suspended our survey. We understand our members are extremely busy and sincerely appreciate all they are doing.

Member comments

Here is a selection of some of the comments we received via our survey:

"Great organization providing great service - thanks very much."

"The professionalism that the MDU staff shows in any kind of question / issue / problem / advise is always excellent."

"I have always found the MDU to be courteous, helpful reassuring and kind. It's been a great comfort to have had you there throughout my career."

Complaints

Over the past 12 months, only 0.15% of all telephone, letter and email enquiries received by the Membership team resulted in a complaint.

Quality of service

When measuring quality, we take into account many factors such as:

• the politeness and professionalism of our staff
• the clarity and accuracy of the information we provide
• the tone of our correspondence
• the overall time it takes to handle your enquiry
• being mindful of security when handling your personal data.