MPS Update
Talking quality
MPS Medical Director, Dr Priya Singh, explains how your feedback shapes quality assurance at MPS
Providing members with the highest quality of service at all times underpins everything that we do. So thank you to those who contributed to the online and paper surveys over the last year. Thank you particularly for comparing MPS so favourably to other service organisations and for strongly recommending MPS to colleagues.
However, during July/August, we realised that some members had experienced difficulty in reaching our membership team by telephone. My apologies if you personally experienced delays. I would like to let you know that the higher than usual demand, even for a peak period, for membership advice has been recognised and we have put in place solutions which will ensure that you can speak with a membership adviser promptly.
It is important that we keep asking ourselves questions about service, regardless of how good your feedback has been. With that in mind, this year we piloted an extra element – contacting you by telephone to ask for your views about the service you had received.
I have to say that I thought long and hard about whether or not to introduce this element, as I appreciate how busy you are, and so decided that sending an email in the first instance would allow people to opt out of receiving a call. I am very pleased to report that many members were willing to take part in the telephone survey, and this has allowed us not only to gather information, but also to discuss MPS services and your needs in greater detail.
Your feedback is vital to the shaping of MPS, so thank you in advance for participating in the coming year.
Quality assurance
Our annual surveys ask for the views of members who have used our services – either for advice or membership information. In both areas members have again given our services an exceptionally high rating.
Medicolegal advice
- 88% said they would recommend MPS medicolegal and legal services to colleagues
- 93% gave an overall score of their experience of good, very good or excellent
- 84% said that the service they received from the MPS medicolegal adviser they spoke with was better than other service organisations they dealt with.
Member comments on the medicolegal advice received include: “Very clear advice, with empathy and understanding”.
Membership services
Percentage scoring good, very good or excellent:
- Speed of response – 94%
- Ability to understand the query – 95%
- Tone/professionalism of the reply – 97%
- Clarity of information given – 95%
- Success in resolving the query – 95%
- Overall satisfaction – 94%.
Percentage scoring better or much better:
- Service compared to other service organisations they deal with – 88%.
Member comments received on Membership services include:
“I was given prompt and helpful advice”
“I found the team very knowledgeable and helpful”
“Very efficient and professional”.
Casebook turns a corner
As well as your print copy of Casebook, all members can now receive the journal in electronic format.
From the May edition, Casebook has been available in a new format whereby it is possible to turn the pages electronically, add bookmarks to mark pages of interest and jump to an article – all at the click of a mouse. If you have not yet seen the digital edition of Casebook, visit the MPS website, or keep an eye out for an email from us.
By offering Casebook in this format, MPS hopes to provide all members with a convenient way to access the journal in a time and place to suit you. It will not replace the print edition, but should be seen as an added benefit of membership – allowing you unrestricted access to Casebook’s useful features, case reports and active links to further information – proving invaluable if you misplace your printed copy.