How we are doing - The DDU
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Dento-legal helpline

0800 374 626

How we are doing

We want our members to receive the best possible level of service from our membership team. To achieve this, the team sets stringent performance targets and regularly surveys members to check how we are doing. The feedback we obtain guides improvements to our service.

Standards

Our usually high standards for the speed of answering calls dropped in Q1 of 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.

We continue to work towards returning our service level to the usual high standards expected by members.  

How do we compare

Would you recommend us

Satisfaction

Member Feedback

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

"The lady who dealt with my enquiry was incredibly efficient, friendly and professional. She got straight to the enquiry details and dealt with it there and then. So many other organisations take details and say they will "get back to you"! This has been dealt with and I'm very satisfied"

"Many thanks to everyone I spoke to, particularly Vicky who was very patient and went the extra mile to help"

"I've always been satisfied with the service you provide. The staff are always helpful, courteous and deal with things in a timely manner"

"MDU is more professional than the previous indemnity insurance company. Thanks"

"Ellen very polite, dealt with my query very efficiently and did it immediately"

"The person I spoke to was extremely helpful and efficient. She spotted a small error after our call was completed and immediately called me back to confirm the correct details. The email confirmations, detailing our telephone conversation, arrived within minutes"

"Excellent customer service (efficient, knowledgeable, reliable - called/wrote back when promised) from Magdalena in the membership team" 

"Great service, very helpful staff"

Complaints

Over the past 12 months, only 0.16% of all telephone, letter and email enquiries received by the Membership team resulted in a complaint.

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