In order to maintain high level service standards the firm sets strict benchmarks and uses external professional auditors to monitor compliance.
This is achieved by the detailed measurement and analysis of performance on client matters, followed by the implementation of improvements that focus on meeting and exceeding client expectations.
Files are audited, on a regular basis, against the firm’s benchmark criteria by Practice Performance Specialists, Distinctive Partnerships Limited. Each audit is followed up with the preparation of an improvement plan, as appropriate.
This results in the following practical benefits to the firm’s clients:
The Director and founder of Distinctive Partnerships, Professor Martin Read, recently wrote to our Chief Executive:
“You have a very good business unit in Clinical Negligence. The standard of file and claim handling was exceptional. I have not seen a better standard elsewhere. The expertise was clearly demonstrated on the files. Lawyers are in control and proactively managing the claims, whilst at the same time sympathetically and supportively communicating with clients. I hope you will congratulate them because they deserve it.”
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