Legal and Risk Services has been awarded the Lexcel Legal Practice Quality Mark after a two day assessment by the Law Society. The award is achieved for reaching high standards of client care, risk management and effective outcomes on legal file matters. It is believed just 14% of legal practices receive the Law Society’s Lexcel Chartermark which includes private law firms and inhouse legal teams. The award reflects the high standard of work and practice exercised by Legal and Risk Services.
In the official report the assessor noted: “NWSSP Legal and Risk Services continues to provide a comprehensive in-house legal service to NHS trusts and health boards within Wales. The prevailing strengths of the organisation, identified in many previous Lexcel reports, still endure and in several cases are reiterated here. Strengths highlighted in the body of the report cover every section of the Lexcel standard. Perhaps the greatest strength of all is Legal & Risk’s organisational culture which manifests itself in clarity of communications, team working and a commitment to service excellence.”
Legal and Risk Services has been awarded Customer Service Excellence (CSE) accreditation in recognition of its commitment to putting customers at the heart of their service.
The assessor noted in his report that “ NWSSP Legal & Risk Services have a deep understanding of, and commitment to, Customer Service Excellence. The commitment was displayed from Senior Management levels through to operations and front-line staff.
During the assessment the assessor awarded 4 compliance plus scores. These are awarded for behaviours or practices which exceed the requirements of the standard and are viewed as exceptional or as exemplar to others. These were awarded for:
Client feedback to the assessor include comments such as:
“Both their professionalism and thoughtful application is always excellent”
“I find them incredibly helpful. Very receptive, always sending out very good newsletters”
“Very interested in how they can improve. They genuinely want to listen and go the extra mile”
“There is a strong work ethic. Intent always to do a good job within a very good working atmosphere”
Anne-Louise Ferguson, Managing Solicitor, said:
"I am delighted with the outcome of both these audits which reflect the dedication and hard work of every member of Legal and Risk Services. Preparation, organisation and constant improvement to our practice and behaviours driven by the diligent small teams responsible have returned even more positive reports this year".