How we are doing

Our membership team has again achieved the Customer Service Excellence Standard (CSE), 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.

Member feedback

Member comments

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

“I have been a member since I qualified and have found the MDU always very supportive”

“I was happy with MDU. All the best to this organisation and its members to help and support the doctors”

“Always been very happy with MDU over a long career”

“In all my dealings with the MDU, staff have always been courteous, informative and supportive. I joined the MDU when I qualified in 1981 and I have been very pleased and satisfied with the service received.”

“I have had excellent service from the MDU membership department.”

Complaints

Over the past 12 months, only 0.12% 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.