How we are doing - The DDU
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Dento-legal helpline

0800 374 626

How we are doing

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.

Graph of standards over the past year

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.

Graph showing how we compare to other organisations over the past year

Graph showing how many would recommend us to a colleague?.

Graph showing overall satisfaction over the past year

Member Feedback

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: 

"Easy form to fill out, quick response from team. Already recommended to coworkers who have requested membership with the DDU"

"Have always been very happy with the service I have received"

"I enquired about being a member. The care I received was amazing. The help I received to fill out the form was amazing"

"I was more than happy with the service you provided & have already recommended your company to other staff members"

"Always very helpful thanks and extremely professional"

"Very satisfied with the service received"

Lessons Learnt and Action Taken

We are seeing more and more Dental Care Professionals obtaining qualifications in both Dental Hygiene and Dental Therapy. We used to ask those members to tell us how much time they spend doing each type of work, but we realise that this is not always easy to work out, as it can differ from week to week, and there is often an overlap. We have therefore introduced a new membership category called "Dental Hygienist/Therapist" and new members who carry out both types of work no longer need to work out the split in work. This should make the process of applying for, and renewing membership, more straightforward.


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.

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