FAQs

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.

  1. Why do I need to attend an appointment?

    As of 2018, The Civil Liability Act made it a legal requirement for medical reports to be filed if you wish to make a claim. In order to obtain this report, you must attend an appointment with a medical expert, so they can examine you and provide a detailed report on the injuries sustained. It is important that you have this conversation during an appointment, so that the report filed includes a professional opinion on your injuries and how long it with take for you to recover.
  2. How long do I have to wait for an appointment?

    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.

  3. How will I receive the appointment date?

    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.

  4. Will I receive a reminder about my appointment date?

    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.

  5. What should I do if I am unable to attend my 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.

  6. What happens if I do not attend my 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.

  7. Do I need to take anything to my appointment?

    Yes, you will need to provide a valid form of photographic ID, such as your passport or driving licence.

  8. What else do I need to know before my appointment?

    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

  9. How long will the expert examine me for?

    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

  10. Can my own GP provide the medical report?

    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.

  11. What happens if I would like to see an expert in a different area?

    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.

  12. Will the expert give me any medical advice?

    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.

  13. Can I access the medical report?

    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.

  14. Can I make any changes to my medical report?

    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.

  15. Why do I have to attend a second appointment with an expert?

    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.

  16. Why do I have to be examined by a medical expert and referred for physiotherapy?

    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.

  17. How many physiotherapy sessions will I have to attend?

    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.

  18. When will my sessions be authorised?

    In most circumstances, we will authorise any recommended session 5 – 7 days after we receive your initial
    assessment report.

  19. Why do you require my medical records?

    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.

  20. Will I need to complete a consent form, for my medical records?

    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.

  21. Can I claim any expenses for attending my appointment?

    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.

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