Promises kept - our year in review 2024
We're delighted to share our annual report and accounts for 2024.
We have pulled together a summary of the main points you can read below – just scroll down. Or download the MDDUS Annual Report and Accounts 2024.
Read our annual report for 2024Promises kept
In 2024, we prioritised the things that matter most to our members and stood firm in our guiding purpose: to support and protect healthcare professionals.
We drew on insights from our members to understand their needs and concerns. From this listening exercise we developed four customer promises – our charter that guides us in delivering excellence in every aspect of the services our members value.
Confidence Aspiring Ally
When you call us, you’ll speak to a professional in your field – doctors will speak to doctors, dentists to dentists, with our in-house legal experts to hand whenever needed. Every one of our experts understands the challenges you face, and we’re all on your side.
Hyper-responsive and easy
We are here for our members 24/7, 365 days – and when you call, you’ll get through to us straight away. You can call as often as you need, with no impact on your membership. But we’re not stopping there: we’re always finding ways to make it simpler for you to get the help you need.
Leading Expertise
When you call us, you can trust you’re talking to someone who understands your profession, inside out. Our clinicians and lawyers have walked with our members through the hardest moments of their professional lives. Our CPD training is often described by them as the best they’ve been on, with 98% of attendees agreeing they’d recommend our courses to others.
Demonstrating total value
Alongside our expert legal advice, our wraparound service offers support, encouragement, and kindness at a fair price. If you’re worried or you have a query, we’re here for you. When you need us, we’ll go as far as we can to help – no matter what.
Putting our members first
We hear you
We hear you
This year we undertook a questioning and listening exercise that set the foundation for our four customer promises. This new customer charter enables us to deliver excellence in every aspect of our services.
Speaking up for you
Speaking up for you
We have been proactive influencing policy and legislative developments, as well a pressing for long-term fully funded action as part of wider workforce strategies with government.
Prioritising teamwork
Prioritising teamwork
Every one of us plays a role in delivering our customer promises – from our dental and medical advisers offering crucial first-line support, to our customer service advisers quickly answering calls.Working hard for you
Hear from our colleagues about how we stood firm in protecting our members during 2024.
Keeping our promises
You’re more than a membership number to MDDUS. You matter to us. In 2024 we worked with your best interests in mind.
Membership
Grew by 4%.
2,650 hours
of calls with doctors and dentists.
14,324 hours
spent on all medical case types (11% increase).8,807 on all dental case types (33% increase).
(Data limited to April '24 to Dec '24)
Wellbeing support
26.6% increase in medical professionals and 261% increase in dental professionals accessing our free and confidential support service.
Six new advisers
added to our dental team.
97.6% of members
would recommend an MDDUS online course to colleagues.
7,449 professionals
registered for our free webinars.
Hyper-responsive
with members getting through to speak to a highly trained customer service adviser in under 30 seconds.
Satisfied customers
We achieved a customer satisfaction rate of 93%.
Medical update
We met the needs of our members and the growing demand for our services by expanding the expertise we offer. We made sure we are providing members with a diverse range of skills that meet their unique challenges. We received a Princess Royal Training Award for the in-house training we provide our advisers.
Medical cases
7,355 new medical cases
(up from 6,606 in 2023).
Advice calls
7,799 advice calls
(down from 8,509).
Time dedicated
1,632 hours spent on advice calls.Dental update
We are spending more time helping members deal with unacceptable behaviour towards staff. To meet this demand we welcomed six new dental advisers to MDDUS. We were proud to not only offer advice but to be available when members need someone to listen and empathise.
Dental cases
3,262 new dental cases
(up from 2,926 in 2023).
Advice calls
3,898 advice calls
(down from 4,271).
Time dedicated
1,018 hours spent on advice calls.Read the Annual Report for 2024
Read nowLegal update
We made sure members had a smooth and supportive journey through the legal challenges they faced. We are Samaritan trained, meaning we can help our members manage the legal and emotional aspects of their cases. We also played an active role in shaping policy and regulation.
New regulation
The GMC’s public consultation report on new regulation for PAs and AAs quoted our input widely.
A personal approach
Members needed consistent support from the moment a case was raised until its resolution, so we guided them personally through every stage.
Taking the lead
We liaised with other MDOs and the DHSC, taking the lead in developing the MDO Voluntary Code of Practice.
Membership update
We take pride in responding quickly to our members when they need us. In the past year we have invested in our team so they can grow in their roles and continue to provide an excellent service.
Calls received
32,780 calls received in 2024(3.4% increase from 2023).
Call response time
22% reduction in response time
now within 28 seconds.
Email response time
93% of emails responded to within two days.CPD and training update
Training and CPD remains central to our purpose supporting healthcare professionals.
99% relevant
Those who gave us their opinion on our webinars and interactive courses said the content was relevant to them.
Free webinars
7,449 registered for 53 free webinars.
Highly rated speakers
We achieved an approval rate of 9/10 for our speakers.Our people
We’re dedicated to creating a workplace that enables all of us to deliver our customer promises.
Award winners
Winner of the HR Network Employer/Workplace of the Year.
Employee contribution
86% of our staff feel they are a valued member of their team.
Working together
89% of our colleagues understand our current goals and objectives.
Read the Annual Report for 2024
Read now