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Customer opinion survey on the Compensation Recovery Unit

  • Last modified date:
    8 February 2007

The Compensation Recovery Unit (CRU) was formed in 1990 and operates from Durham House in Washington, Tyne & Wear. From April 1999 CRU took over responsibility from NHS Trusts, to recover hospital costs for the treatment of victims involved in road accidents.

CRU Vision Statement 2000 / 2001

The Compensation Recovery Unit will maximise recoveries of benefits and NHS charges incurred in road accidents from awards of compensation through taking all necessary action within the required time scales and calculating compensation accurately

  • provide an efficient and helpful service to all their customers
  • ensure that all the Unit's staff are trained and supported adequately so as to enable them to provide a quality service

As part of CRU's vision statement and an Interim Findings paper in a recent review of CRU, the following Customer Opinion Survey was produced and distributed in December 2000.

Summary

The purpose of the survey was not only to assess current levels of satisfaction, but also to establish customer requirements and priorities.

  • The aim of the survey is to measure customer satisfaction with the service received from the CRU and Importance level to the customer. All aspects of the service are covered from core business to general issues.
  • For the purpose of this study, the CRU defines its "customers" as NHS Trusts who have had direct contact with the Unit within the last 12 months.
  • The survey was split into 4 parts and a satisfaction and Importance rating where asked of the following services
    Telephone service
    Written correspondence
    CRU guidance
    Method of communication
  • A section was also provided for general comments and observations.
  • In both the text and the appendices all figures are expressed as a percentage of the response to individual questions i.e. 95% of those offering a view said  . . The percentages have been rounded up to a whole number and as a result do not always add up to 100.
  • The findings from this survey will be used by CRU to improve processes and the level of service provided to our customers.

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