1 MEDCO RTA SOFT TISSUE INJURY CLAIMS Guiding you through MedCo The MedCo Portal is a new system for sourcing all initial medical reports in soft tissue injury claims brought under the RTA Pre-Action Protocol for Low Value Personal Injury Claims where the Claims Notification Form is submitted on or after 6 April Any appropriately accredited Medical Reporting Organisation (MRO) or qualified medical professional will be able to register with MedCo. 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 MedCo. How it Works Users will be able to search on MedCo for an MRO and the system will return a list of randomly selected MRO s. The MedCo 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. Once the report is completed it must be uploaded to MedCo and the unique MedCo Case ID will tie it to the search result. Medreport has registered with MedCo and when we appear in the randomly generated list of MRO s, you will be able to instruct us as normal. Key Benefits of Choosing Medreport Expertise Nationwide panel of highly qualified and experienced GP & Orthopaedic Experts. Service A quick & efficient service delivering high quality reports. An on-line tracking system for case management. Financial Confidence Funding facilities with a deferred payment arrangement for up to 2 years. 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 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 2 working days. 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 20 working days maximum, but on average examinations take place within 10 days from the date of instruction, 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 The GP report is received from the Expert on average within 5 days of the examination and we dispatch to the Solicitor within 1 working day following receipt from the Expert. 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 the specialist, objective medical report to support all their personal injury cases. Medical Experts on our database have the relevant skills and extensive experience in preparing Medico-legal reports to support all personal injury cases. We work closely with our nationwide network of quality assured Medical Expert Witnesses. 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. 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.
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