Our Employees – Office Closure

Our office accommodation is Covid-ready and we are gradually increasing our office based presence for those roles that cannot be fulfilled easily from home. The majority of our colleagues continue to work at home within our secure VDI environment.

The wellbeing of our colleagues and providing a great customer service is at the forefront of our approach, with robust deployment of the government guidelines on how to work safely in offices.


Service Delivery

A robust process for arranging remote video appointments was implemented in April and has been successful in progressing cases during these challenging times. The process ensures informed consent is requested from the claimant, expert and solicitors and will only be utilised if you have provided all parties agree to remote appointments.

Although traditional face to face consultations have not taken place since the 25th March we have continued to arrange them on deferred timescales and in line with Government guidelines.

With the relaxation of lockdown rules, we are now entering a transitional period as venues begin to re-open for Medico-Legal appointments. Our current focus is to ensure our experts and the venues within which they work implement the relevant measures to mitigate risk and maintain the safety of your clients and also themselves. We will keep you updated with our progress in respect of this.


Obtaining Medical Records

NHS Trusts and GP surgeries continue to operate at reduced capacity within their medical records and administration departments and as a result, we are experiencing delays in receiving medical records. Please be aware that this will impact the lifecycle of your instructions that require a review of records.  

Where the supplier proactively notifies us of delays or specific timescales they are working to, we will ensure you are updated at the point the records are requested.

We will continue to liaise with our suppliers and adapt our processes to ease the operational burden on the NHS during this crucial time.

Where possible we would like to work collaboratively with you and explore ways to progress the files. Therefore if you feel there are cases which could now proceed without a review of records, please contact us.


Medical Experts

We are currently engaging with our panel of medical experts in light of the relaxation of the lockdown rules and are managing the transitional period of the appointment experience, be it remote, or the gradual return to face to face (F2F) consultations. Any F2F appointments will only take place under strict safety measures and with the full consent of the injured party, as more venues re-open and the experts are returning to their consulting rooms.



Whilst lockdown and social distancing measures are in place we can arrange a remote video appointment for you. Appointments via a video call are similar to face to face appointments, except that these are done remotely using tools such as WhatsApp or Skype. During the current COVID-19 situation, it is likely that we will be able to arrange a video appointment much sooner than a standard face to face appointment. We will request your consent prior to arranging a video appointment and will also ensure your solicitor has provided their agreement.

As we begin to come out of lock down, we are in a position to offer more face-to-face appointments. As always, your safety is of paramount importance to us. If you are offered and are comfortable attending  a face-to-face appointment, please ensure you read this guide before attending your appointment.

If you have any questions or are unsure whether you should attend a face to face appointment, please contact us on 01204 478 388.


Supplier Payments

As we are no longer operating from our offices, suppliers who are usually paid by cheque should now switch to payment via BACS wherever possible. If we don’t currently hold details for you, please download the form here and send the required details by email to purchase.ledger@premex.com.