MDDUS promise doctors and dentists a new charter for service excellence

MDDUS has launched a four-promise customer charter to set a market-leading standard of responsive service, available whenever its medical and dental members need it.

The commitment to put its members first is unveiled today in MDDUS’ latest annual report and accounts publication, called Promises Kept.

Each of the promises is designed to meet the needs and concerns of the doctors and dentists MDDUS represents.

Chris Kenny, Chief Executive of MDDUS, said: “Our membership is growing and it’s vital our service evolves to meet the needs of everyone who joins us.

“Last year we set out on a thorough questioning and listening exercise which eventually became our ‘four customer promises’.

“Each one reinforces our commitment, nearly 125 years in the making, to be on our members’ side – on good days and in tough times.”

The four promises MDDUS has made to its members are:

• To be hyper responsive and easy
• To be a confidence inspiring ally
• To provide members with leading expertise
• To continually demonstrate total value

Mr Kenny said: “Our members work on the front lines of the healthcare system. They’re under exceptional stress and face an ongoing wellbeing crisis.

“That’s why we are committed to making sure our members can access the right, expert support, whenever they need it.

“From the start, we focused on embedding the customer promises across our teams. We knew that if we wanted to succeed every colleague from across the organisation needed to work collectively to deliver them.”

Action taken so far to deliver the four promises includes:

• Broadening the range of expertise: Additional medical expertise that better reflects the unique challenges faced by doctors working across the UK.

• Responding to demand: Six new dentolegal advisers joined the in-house dental team, as demand for their services grow, with a 33% increase in the number of hours spent on cases in 2024.
  
  
• Never setting call time targets: These teams dedicating 2,650 hours to calls with members, with a commitment to not set call time targets to give space to listen to members – however long that takes.

• Being empathetic at every stage: The legal team is Samaritans trained, helping them to manage the legal and emotional aspects of each case.
  
  
• Being hyper responsive: Making sure when a member calls, they’ll get through to speak in-person to a highly trained customer service adviser in under 30 seconds.
  
  
• Advocating for change: Demonstrating to governments and policy makers across the extent of the wellbeing crisis facing healthcare professionals, through national media coverage and face-to-face advocacy.

Mr Kenny said: “In 2024 our members faced urgent pressures and relied on us for real-time support and expert guidance.

“Looking to the future, MDDUS will continue to work as one team for our members, knowing that our greatest value to them lies in this: we are not merely their advisers, but trusted experts and a dependable ally.”

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This page was correct at the time of publication. Any guidance is intended as general guidance for members only. If you are a member and need specific advice relating to your own circumstances, please contact one of our advisers.