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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 the Princess Royal Training award in recognition of the high quality of induction training implemented within the MDU. We are delighted to be the first medical defence organisation to achieve this accolade.
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%.
We temporarily suspended our survey for Q1 as we understood our members are extremely busy and adapting to the necessary changes. We sincerely appreciate all they are doing.
Here is a selection of some of the comments we received via our survey:
"Very satisfied with every phone call I have made. The team at DDU are so helpful and supportive."
"Every contact I have had with your membership Department (and other departments) has been prompt, courteous, helpful and informative. Your staff are professionalism personified!"
"I found staff members extremely efficient and helpful."
"You have always been very helpful to me, no matter the enquiry I have had."
Over the past 12 months, only 0.13% of all telephone, letter and email enquiries received by the Membership team resulted in a complaint.
When measuring quality, we take into account many factors such as: