Guiding you through MedCo

Transcription

1 MEDCO RTA SOFT TISSUE INJURY CLAIMS Guiding you through MedCo Since April 2015 any medical report on a RTA soft tissue injury claim must be commissioned via the MedCo portal, a system which randomly allocates a Medical Expert or Medical Reporting Organisation (MRO) to a case. The randomisation process is aimed at removing any financial links between the instructing party and MRO or expert, ensuring that medical evidence obtained in soft tissue injury claims is both fair and independent. How it Works The first report in a soft tissue injury claim must be a GP fixed cost medical report without a review of records commissioned from an MRO or a Medical Expert sourced via the MedCo portal. Users will be able to search on MedCo for an MRO and the system will return a list of randomly selected MRO s. The portal will generate a unique MedCo Case ID which must be provided to the MRO by the claimant representative which will be shown on the Medical Report. If you wish to instruct Medreport for the first time, please send your instruction, including the unique MedCo Case ID to info@medreport.co.uk and we will process this immediately whilst we agree terms with you. Key Benefits of Choosing Medreport Financial Confidence Funding facilities with a deferred payment arrangement for up to 2 years Expertise Nationwide panel of highly qualified and experienced GP & Orthopaedic Experts providing quality, independent reports. Service A quick & efficient service delivering high quality reports. Tracking An on-line tracking system allowing you to keep up to date at all times with the progress of a case. Bespoke Database Specifically designed to allow full flexibility and to meet changing business needs and procedures. Compliance Fully meet the qualifying criteria as set by the Ministry of Justice, including robust systems protection, Data Protection and Business Interruption Policy, Complaints Policy in place.

2 MEDREPORT SERVICE LEVELS RTA SOFT TISSUE INJURY Instruction of the Medical Expert Following receipt of instruction from the instructing Solicitor, we aim to instruct the nominated expert within 24 hours. For GP instructions without medical records we will aim to secure an appointment with the expert within 5 days from instruction subject to the availability of both expert and claimant. We ensure as far as possible that the examination will take place within a 5 mile radius of the Claimant s home or work address, whichever is preferable to the claimant. The Medico-Legal Report Our GP Experts provide their reports on average within 5 days of the examination. Completion of Instruction We aim to have completed the instruction and provided the GP report to our Solicitor on average within 25 working days.

3 MEDREPORT PERFORMANCE LEVELS RTA SOFT TISSUE INJURY GP INSTRUCTIONS EXAMINATION APPOINTMENTS All appointments (no medical records) are booked and secured within 5 days of instructing the expert. Within this over 50% of appointments are booked within 2 days. We aim to have examinations taking place within 25 working days maximum, allowing for both Claimant and expert availability. We try and agree all appointment dates with the Claimant to make sure they can attend and so avoid problems with Claimants not attending their allocated appointment. REPORTS Following examination the GP report is in and dispatched to the Solicitor within 5 working days. An indication of the spread is as follows: Within 1 day: 25% Within 2 days: 40% Within 3 days: 65% Within 4 days: 85% Within 5 days: 100% COMPLETION OF INSTRUCTION We aim to have completed the instruction and provided the GP report to our Solicitor on average within 25 working days.

4 GP MEDICAL EXPERTS - RTA SOFT TISSUE INJURY REPORTS It is Medreport's core function to ensure our Solicitors have an independent and objective medical report to support all their personal injury cases. All our Medical Experts have the relevant skills and extensive experience in preparing Medico-legal reports to support personal injury cases. Medreport Services Ltd has built up a solid panel of medico-legal experts over the last 15 years and enjoy a good working relationship with all our panel members who respond well to instruction and maintain a consistent approach to their standard of reports. We can provide: Excellent coverage throughout the country. Fair and independent reports. A quality checking service for all reports before being dispatched to our instructing solicitor. As part of the monitoring process of our Experts we issue a questionnaire to all Claimants following their examination in order to obtain their feedback - both positive and negative - in order to assess our experts and take appropriate action if the Claimant expresses dissatisfaction either with our expert or Medreport s own service. We are pleased to be able to say that on a recent sample of 300 questionnaires, 97% indicated a positive response to all questions. A small sample of the responses received is enclosed.

5 MEDICAL EXPERT FEEDBACK ON THE MEDREPORT GROUP From: Julian Sweetman Sent: 03 February :29 To: George Poole Subject: Medreport Good Morning Further to your request for information regarding working with Medreport please see below: I have been working with Medreport for over 10 years. I am a general practitioner specialising in personal injury and clinical negligence and have preparing reports in this respect for 16 years or so. During this time I have worked with a variety of agencies and also with a wide range of individual instructing parties. I believe that Medreport is one of the best agencies with which I have a working relationship. This reflects matters such as the quality of the instructions, the efficient management systems in place and the terms and conditions, including financial terms, which are always adhered to. However, it is the professionalism and courtesy of the Medreport team which leads me to endorse the company over and above many of the other agencies operating this market. Please contact me if you require further information. Best wishes. Dr Julian Sweetman

6 MEDICAL EXPERT FEEDBACK ON THE MEDREPORT GROUP From: Sanjay Lakhani Reports 247 Limited Sent: 31 October To: George Poole Subject: Medreport Dear George, Always a pleasure and privilege to have worked with Medreport- An organisation that I have the highest regard for. I like the way you and your team conduct everything with the highest degree of integrity. Always willing to serve you better. With warm personal greetings and best wishes. Dr Sanjay Lakhani

7 COMPLAINT PROCEDURE 1. Complaints may be made in writing to Medreport Group, The Stables, Clevedon Hall Estate, Victoria Road, Clevedon, BS21 7SJ; by telephone on or by to 2. Medreport reserve the right to decline to consider a complaint that is made more than six months after you become aware of the cause of the complaint. There may be instances where we will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been made outside the time limit that we are prepared to consider. 3. We will send you a written or electronic acknowledgement of a complaint within two business days of receipt, identifying the person who will be handling the complaint for the business. Wherever possible, that person will not have been directly involved in the matter which is the subject of complaint, and will have authority to settle the complaint. 4. Within 10 days of receiving a complaint, we will send either: a) A final response which adequately addresses the complaint; or b) A holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.

8 BUSINESS CONTINUITY PLAN The purpose of this plan is to set out the steps Medreport will take to survive a disaster, whether minor, moderate or major (i.e. the loss of a significant part of the business operation for more than a few hours). The Crisis Management Team will follow this plan. Following a disaster, the typical response life-cycle would be: Emergency response to asses level of damage, decide whether to invoke the plan and at what level, to notify staff. Provision of an emergency level of service. Restoration of key services. Recovery to business as normal. Target Times Objectives To be completed within two business hours of the disaster. Within six business hours of the disaster. Within two days of the disaster. Within 5 days of the disaster. DATA PROTECTION PERSONAL MANAGEMENT POLICY (PIM) In view of the fact that Medreport Services handles very sensitive and personal information, we have in place a PIM policy compliant with BS ISO standards. Medreport Services needs to obtain, collate and process certain types of information about Claimants in order to process their personal injury claim. This personal information must be dealt with properly however it is collected, recorded and used whether on paper, electronically or other means and there are safe guards to ensure this in the Data Protection Act 1998.

9 CYCLE OF AN RTA SOFT TISSUE INJURY CASE (NO MEDICAL RECORDS) GP EXPERTS STAGES OF CLAIM PROCEDURE SERVICE LEVEL NOMINATION of EXPERT INSTRUCTION OF EXPERT 2/3 Expert nominations are provided upon request. Where possible GP Experts will be within a 5 mile radius of the Claimant s home. Solicitor sends their instruction letter by . This is acknowledged on receipt and a case coordinator will select the Expert and send out formal instruction for examination. Expert nominations are provided within 1 day of receiving the request. In practice these are normally processed immediately on receipt. The Expert is instructed within 1 day of receiving the Solicitor s letter of instruction. ARRANGE APPOINTMENT Case Coordinator liaises with Expert and Claimant to ascertain availability and book an appointment at the earliest opportunity. Expert to confirm appointment within 5 days of instruction. We aim to have examinations carried out within 5-20 days from the date of instruction. MEDICO-LEGAL REPORT Our GP Experts provide their reports On average within 5 days of the examination. We Provide GP reports within 1 day following receipt from the Expert.

10 CLIENT SATISFACTION QUESTIONNAIRE

11 CLIENT SATISFACTION QUESTIONNAIRE

12 CLIENT SATISFACTION QUESTIONNAIRE

13 CLIENT SATISFACTION QUESTIONNAIRE

14 CLIENT SATISFACTION QUESTIONNAIRE