As a client of CL Medicall Aid you can expect us to meet the below service levels in communication and report delivery. We endeavour to meet the highest customer service standards and acknowledge that providing a timely service in addition to being open and easy to communicate with are key components of this.
This depends on the type of expert you are referred to.
If you are being examined by a GP, the appointment would generally be up to 8 weeks from you contacting
us. If you are referred to a specialist expert, it may take longer for the appointment as their waiting
lists may vary.
Please note that the length of time you have to wait for an appointment may be increased if we have to
get hold of your medical records from your GP and Hospital.
We will contact you using your preferred method of contact – email, telephone or via post.
We will confirm the time, date and location of your appointment. In addition to us contacting you, you
may also receive confirmation directly from the medical expert via text, email or post.
Yes – don’t worry, we will remind you about your appointment.
Depending on your preferred method of contact, you will receive a text, email or letter reminding you of
your appointment details. We will remind you five days and two days before your appointment.
If you cannot make your appointment, please let us know at your earliest convenience so that we can inform
the medical expert.
If you do not contact us within 48 hours of your appointment, this may result in you being charged for a
‘late cancellation’ or ‘did not attend’ (DNA) fee – so please let us know as soon as possible if you
cannot attend your appointment.
If you do not attend your appointment and you did not contact us to let us know, you may be charged a DNA
(did not attend) fee and your claim may be delayed.
Yes, you will need to provide a valid form of photographic ID, such as your passport or driving licence.
Please allow enough time to park and locate the venue to avoid being late.
We ask you to arrive 10 minutes early to your appointment, as some experts may require you to complete a
small questionnaire about your accident. If you’re late for your appointment the expert may not have
enough time to examine you and this may result in a fee which you may be personally liable for.
If you require directions or a map, feel free to get in contact with us as we can provide these for you
This depends on the type of expert you are required to see and the severity of your injuries. A GP
examination will take a minimum of 15+ minutes, whereas an orthopaedic examination takes approximately
30 – 45 minutes. Other expert specialities may be longer
No, unfortunately not – you have to be examined by an independent expert.
We will choose a suitably qualified and experienced expert that works local to you. If you are aware of
any conflict of interest you have with the expert, such as being previously treated by the expert, you
should contact us as soon as possible so we can arrange an alternative appointment with a different
expert.
If you would prefer to have an appointment in a different area that’s absolutely fine, please contact us
and we will make the necessary amendments for you.
Unfortunately not, the expert is not seeing you to advise you on your condition or to initiate any
treatment.
However the expert will provide you with a medical report, detailing any recommendations. The medical
report will be focused on injuries arising from your accident and we would advise you to contact your
own GP for any medical advice.
Of course! If you have a representative, the report will be forwarded to them and they will contact you
to discuss the report. If you are an unrepresented claimant, then the report will be uploaded to the
OIC portal for you to review.
If you have looked over the contents of the medical report and find there is something you are not happy
with, please contact us using the OIC portal, or advise your representative and they will contact us for
you.
Please note, you are only permitted to request amendments if you notice any factual inaccuracies – you
cannot ask the expert to change their medical opinion.
If you have not recovered in line with the original prognosis, you may need to be examined again and have
your injuries reassessed. If you have been examined originally by a GP, they may recommend that you see a specialised medical expert.
A medical expert will examine you and produce a medical report on your injuries. If they deem it useful,
they will refer you to a physiotherapist who will help to restore movement and normal body function.
This can vary depending on your injuries. You will attend an initial assessment with a physiotherapist
who will recommend the number of sessions you require.
In most circumstances, we will authorise any recommended session 5 – 7 days after we receive your initial
assessment report.
If you have visited the hospital or your GP after your accident has taken place, the expert may want to
see any comments made from the doctor who treated you. They may also need to see any pre-existing conditions, as this may affect any prognosis.
Yes – for us to be able to request a copy of your medical records from your hospital and GP surgery, you
have to provide written consent in line with Data Protection legislation. Our consent form is an online
document that allows consent to be given in a quick and easy format.
We advise that you seek advice from your representative regarding this.
If you are unrepresented, you will need to use the Official Injury Claims portal to claim for any costs
associated with attending your appointment. Please keep hold of your receipts and evidence of any losses
you wish to claim.
Unfortunately, we cannot advise you on what can and cannot be claimed. More information on what can and
cannot be claimed is included on the Official Injury Claim website.
I have not received/I have forgotten my login details to book my appointment.
Not to worry – please contact us on 01302 552318 or email admin@clmedicalreports.co.uk and we will help you with this.
