2 Introduction We are an organisation founded upon independent medical opinion and a flexible service ethos, a business with the strategic vision of being the provider of the highest-quality medical reporting and screening services in the UK. Capita Medical Reporting Ltd (formerly Insurance Medical Group and Premier Medical Group) provides medical reporting, screening, rehabilitation and diagnostic services to the personal injury claims market. Our Products and Services Medico-legal reporting for all types of claims (RTA, EL, PL, OL, ID, high value and clinical negligence) Rehabilitation and physiotherapy Treatment and diagnostics Life medicals Medical records acquisition Health screening Nationwide wholly owned clinics Occupational health services Medico-Legal Reporting and Health Screening We produce medico-legal reports on behalf of personal injury claimants who have been injured as a result of an accident. Annually we provide over 230,000 medical reports, 88,500 screenings and 100,000 sets of client medical records to our customers. Rehabilitation and Diagnostic We offer the complete spectrum of rehabilitation and diagnostic services necessary to return a claimant to their pre-accident physical and psychological condition. Approximately 80,000 physiotherapy appointments are managed each year through our network of 1,500 treatment centres, which offers the claimant the opportunity to access the appropriate treatment within an average of nine miles from their home. Leveraging the strengths, innovation and reach of its parent company, Capita plc, Capita Medical Reporting Ltd complies with the highest standards of corporate financial governance.
3 At the Forefront of Medical Reporting We have been at the forefront of the medical reporting and screening industry since Known for our innovative approach, we put the client at the heart of our business process. Best practice is achieved by minimising unnecessary and costly administration, ensuring a focus on the core quality of consultation between the medical expert and patient (client). Clinic Network We operate at clinics extensively throughout the UK, and have an impressive panel of 4,000 active medical experts covering all specialisations. Integrity of Medical Opinion In December 2012 we launched CertMR, which is an annual online whiplash qualification the first of its kind that ensures all experts are up-to-date with the latest independent medical theory and practice from Europe and the US. CertMR further reinforces the integrity and independence of the medical expertise drawn upon by Capita, whether working on behalf of claimants or defendants firms, employees, employers or insurers. Innovation with Technology Our investment in a wide range of technology enables unrivalled levels of integration with our customers and clinicians systems. We have exclusive access to WARP technology, an MOJ-compliant electronic reporting platform that reduces expert error and ensures delivery of market-leading turnarounds. Alongside this we operate the latest Microsoft Dynamics packages, including the Customer Relationship Management system (CRM), which enables customers to decide how we interact with them, the client and our expert network across the range of disciplines and services. CRM also delivers leading-edge management information, allowing regular in-depth analysis to drive cost reduction and improve client interaction. Trusted Business Outsourcing Partner Many of our experts perform consultations through Capita s wholly owned clinic network, conveniently located at the centre of the main conurbations across the UK, including London, Manchester, Liverpool, Leeds, Lincoln, Nottingham, Cardiff, Edinburgh, Glasgow, Southampton, Birmingham, Newcastle. This means that clients travel on average just nine miles to our venues, experiencing an enhanced patient journey in a highquality clinic environment. To date, we have more than 800 arranged clinic locations covered by medico-legal GPs, 550 arranged venues covered by orthopaedic consultants, and over 900 dedicated physiotherapy treatment venues nationwide. With over 30 years experience of business outsourcing in multiple markets across Europe, Capita plc has unrivalled expertise in developing tailored and successful outsourcing models for its customers. Underpinned by corporate financial governance, and with the status of a FTSE 100 company, Capita Medical Reporting Ltd is uniquely positioned to deliver sustainable commercial benefits to its customers and, in turn, great service to its clients in an ever-changing legal market.
4 Excellent service for solicitors We hold the highest level of accreditation and comply with The Compensation Act and The Rehabilitation Code. The group adheres to all industry regulatory requirements, ensuring all clients, whether they are members of the public or business partners, are provided with the highest standards of service. We are signatories to the Medical Reporting Organisation Agreement (MROA), are members of the Association of Medical Reporting Organisations (AMRO), and we work with solicitors, insurance and claims management companies. We provide various types of medico-legal reports, including: Criminal injury Employers liability Industrial disease Medical negligence Road traffic accidents Public liability. Customer Focus We are passionate about delivering excellent service. Service levels are tailored to the individual solicitors, to maximise the best possible service levels dependent on process. In order to achieve our high customer service levels, we provide: Highly trained and experienced advisors We provide a single point of contact with a dedicated team of customer service advisors, trained to manage your cases from instruction to delivery of medical report, so if you have any reason to contact us, they can give you a live and accurate update. Proactive case management To continuously deliver excellent cycle times, proactive case management is performed across cases in progress. Exception reporting enables the identification of problem cases early, allowing issues to be dealt with quickly before there are breaches of service level agreements. SLA predictor To support our teams in ensuring we deliver reports on time, we have developed intelligent CRM software: SLA Case Predictor. This system monitors in real-time every case in our care to ensure they hit the agreed service levels. This system means that each instruction can be monitored by the case management team, enabling them to take action on any issues early on and to achieve the agreed turnaround times. Tailored SLAs Every one of our customers is individual, and has different expectations and needs. We recognise this and adjust our systems so that we work to your needs and not ours. Following an initial meeting, your tailored Service Level Agreement (SLA) will be created on our systems. Following an initial meeting, your dedicated CRM Service Profile is tailored to your requirements stipulating your needs with communication between relevant parties (letter/ /data transfer)/medical records acquisition/ outbound notification (text/ ).
5 Industry-leading reporting quality and IT platforms We are the only agency with access to WARP reporting technology. WARP is an electronic reporting format containing a standardised structure for GP reports that is compliant with MOJ legislation and that results in a court-ready report with an error rate of less than 1%. The WARP format also guarantees industry-leading report turnaround times, after your client has been examined. Reports are quality-checked across key areas (such as the prognosis, and clients accident and personal details), by our Quality Assurance Teams prior to your fee earners receiving them. The Solicitor Online Portal Advanced Business2Business integration With years of experience, our team of IT Architects have developed and maintained B2B systems with many solicitors across the UK and have in turn benefited from: Instant/Secure two-way transfer of instruction information Reduction in transactional costs with paperless instructing Information tailored to their case management systems Reduction in client attrition Fast case cycle times. Fee earners can enhance the service they deliver to the client, by accessing our entire instructing process online. This facility enables them to instruct or view experts CVs, obtain fixed price quotes for rehabilitation or diagnostics, access real-time case updates, and much more.
6 Rehabilitation and diagnostic Rehabilitation We are a proactive rehabilitation company offering the complete spectrum of rehabilitation and treatment services necessary to return a claimant to their pre-accident physical and psychological condition as soon as possible. Early rehabilitation is widely recognised as playing an essential part in returning an injured person to their pre-accident condition. Approximately 80,000 physiotherapy appointments are managed each year through our network, which offers the claimant the opportunity to access the appropriate treatment at a location convenient to them and to bypass NHS waiting lists. Diagnostic We have a nationwide network of treatment providers who offer targeted treatment, subject to an initial independent assessment of the claimant s injuries. This ensures that the claimant receives the maximum level of support in as short a period as possible. We are passionate about delivering excellent service. We consider diagnostics and treatments to be a specialised area, and have appointed a Treatment Specialist Team to deal with this aspect of the claim in order to ensure a high quality of service and achieve a maximisation of opportunity. The Treatment Specialist is responsible for handling treatment cases across all solicitors, obtaining quotes, arranging CBT, X-ray and MRI appointments, and checking results before they are sent on to the solicitors.
7 My fee earners like the relationship they have built with the proactive case management teams. It means they tell us when there is a delay, so we can inform the clients in advance. This saves a lot of time and enables us to proactively manage the client s expectations.
8 Capita Medical Reporting Ltd Premier House, ECO Business Park, Ludlow, Shropshire, SY8 1ES T +44 (0) F +44 (0) E W Capita plc 2013
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