The Doctor’s Advocate | First Quarter 2013
2012 Member Experience Survey
As an organization founded and led by doctors for doctors, The Doctors Company is uniquely aligned with its members’ interests and accountable only to them. Because the physicians we insure are members of The Doctors Company and not just policyholders, we regularly solicit their perspective as we pursue our mission to relentlessly defend, protect, and reward the practice of good medicine.
We reached out to members nationwide with our 2012 Member Experience Survey and received an enthusiastic response—more than 5,000 doctors took the time to reply, and many added comments about their experiences with The Doctors Company.
If you participated, thank you for taking the time to give us your valuable input and for telling us how we can serve you better.
We’re proud to report that 98 percent of members are likely to renew their medical malpractice policies with us, while 97 percent are likely to stay with us until they retire from the practice of medicine.
The vast majority of members rate us as the finest malpractice insurer in the country. An Oregon member commented, “I have been with several malpractice companies over the 35 years of my practice, and I wish I would have discovered The Doctors Company a long time ago.” A member from Michigan expressed that The Doctors Company is “the best med-mal carrier I have ever been with.”
We set the standard for aggressive defense—94 percent of members agree that we relentlessly defend them against frivolous lawsuits. Our relentless defense includes Litigation Education Retreats, which help members facing claims to master defense tactics, deliver sound testimony, and cope with the emotional stress of a claim.
A Utah member stated: “The Doctors Company has been stellar when it counts the most: when a patient files a claim that the physician knows is unreasonable. The Doctors Company listened to what we had to say and did the right thing at every turn.”
As the acknowledged industry leader in patient safety, our innovative programs help members reduce risk and avoid claims. Our survey found that a full 91 percent of members are pleased with our efforts to protect them from potential threats to their reputations and livelihoods.
2012 marked the fifth anniversary of the Tribute® Plan, an unrivaled benefit that rewards members for their loyalty and their dedication to superior patient care. Every year, Tribute grows and becomes more popular with our members—the highest award to date is $88,708. Currently, 92 percent of members agree that our efforts to reward them are unmatched.
Additional Survey Results
- 91 percent of members agree that we treat them like members, not just policyholders.
- 94 percent of members are pleased with our handling of phone calls, questions, and requests.
- 94 percent of members are satisfied with our billing accuracy.
- 92 percent of members agree that we communicate well with them.
“Best decision I made since finishing residency is to join you,” a member from Texas stated about The Doctors Company, “and I recommend your company to all my associates.”
Again, thank you to all of our members who participated in this year’s survey. Your answers and comments help us deliver the highest-quality member service.