Our Employees 

Our office accommodation is COVID-secure, however the majority of our colleagues continue to work at home within our secure VDI environment, in line with the recent national lockdown guidance.

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.

With a second lockdown announced for 5th November, our processes for arranging face-to-face appointments remain unchanged. As medical appointments are exempt from lockdown restrictions, we will continue to work with you, your clients and our expert panel to ensure that appointments progress in the safest way possible throughout the lockdown period. Each appointment will be assessed on a case by case basis.

 

Obtaining Medical Records

We continue to request medical records and liaise with the NHS Trusts to obtain these as soon as possible. The COVID-19 impact has resulted in some delays, predominantly from GP practices due to some remaining partially closed. Medical record requests from other settings are now largely arriving within SLA and we continue to chase these as priority.

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

Many medical experts have primary care responsibilities, which have become more acute during the pandemic. This has resulted in increased supply chain management, especially where face-to-face appointments have resumed.

We have provided detailed guidance to our expert panel to ensure their venues are COVID-secure and that they are aware of the high standards we expect in line with the safety guidance set out by the Government. As this remains fluid and ever changing, we are working continuously to ensure the information provided to experts is up to date. 

 

Claimants

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.

We are in a position to facilitate face-to-face appointments during the second lockdown period. 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.