Unique Original Articles » UK claimants experience of the medico legal industry

In March 2011 Michelle*was involved in a road traffic accident on her way home from work. Michelle spoke to Find a Medico Legal Expert to recount the difficulties she encountered when her medical examination was passed by her solicitors to be dealt with by a medical reporting organisation. Michelle states here how she discovered in the days after her crash that her ordeal had only just started.

The incident

"I was stationary in my car at a set of traffic lights when I was hit from behind by a car driven by a young man.
At the time I was stunned but did not immediately feel any discomfort. There were onlookers who came over to assist me, as did the driver of the car, I always remember he kept saying apologising to me and said he hadn't been paying full attention.

An ambulance had been called by one of the passers-by and I was taken to A&E as I began feeling feint and my back was beginning to hurt. I was seen by a doctor and eventually was able to go home once my husband came to pick me up. The following day my pain became worse and I had to phone in sick from work as I found it difficult even to sit up. This caused me added pressure as I was not entitled to sick pay, my husband and I have a mortgage and children to support so this was always at the back of my mind.

The Personal Injury Claim

My real issues however happened later- I was contacted by the insurers who explained that the case was being dealt with by solicitors acting on their behalf. I accepted this and felt they had the knowledge to properly take care of my claim and make sure I was properly compensated and received rehab for my back, after all my car was written off, I was forced to go ill from work and the crash was in no way my fault.

Over the following days I received a letter and calls from the solicitors updating me on the progress of my claim, this seemed to be ok and I was comforted, I was still off work but at least I felt the matter was being addressed.

I then received a letter from another Organisation, who said they were a Medico legal company acting on behalf of my solicitors. I was not entirely happy with this as I did not know who this Business was. The solicitors may have mentioned it to me in their letter but with all the things that were going on I was unaware who these people were. It was clear however from the letter that the medico legal firm were arranging a medical report on behalf of the solicitors but I wanted further explanation so I phoned the medico legal firm and spoke to somebody who was abrupt and, quite frankly rude, she told me in no uncertain terms that I had to direct my enquiries to my solicitor.

This caused me irritation as the manner of the person from the medical agency didn't even seem to acknowledge that I was any concern of theirs. I felt irritated, I was after all the innocent injured person, but to her it seemed I was just a by-product of the claim and she repeatedly told me to speak to my solicitors if I had any issues and was not warm or in any way helpful.

The medical agency sent me a letter requesting I fill out a form so they could get my medical records, I filled this in and sent it back to them, another point that I found unhelpful was that they did not even give me a self-addressed envelope to return my form. I had to buy a stamp and send it back to them. I know this may seem minor but the solicitors and insurers had seemed helpful but this medical agency definitely wasn't.

The letter from the medical agency said that I would see a medical doctor so, after waiting several weeks without an appointment, I tried to contact the medical agency again. This time the person I spoke to said their computer showed that they were waiting for the medical records to be obtained and he promised to find out and call me straight back. I was not called back, so I phoned the solicitors the following day to complain as I had had enough.

The solicitor I spoke to agreed that I was receiving a poor service from the medico legal company and was unhappy as well. He said he would call the medical agency to find out. He phoned me back that day to say that the agency had said they never received my form, which I had sent to them giving permission to release my medical records.

I was shaking with aggravation, the company seemed indifferent about how I felt and did not take any responsibility for their failure. I had to fill in another form and waited several weeks eventually I saw a medical professional who was actually very considerate and said he would recommend I receive treatment for my back. I did explain my aggravations regarding my claim and he also made a comment that his secretary had received several calls from the agency weeks ago checking if they had received any medical records (even though they had not even requested my records as they had lost my form!)

The Aftermath

I wanted to let Find a Medico Legal Expert know this as I agree with the purpose of your site. The medico legal company did not ever make me feel like I was their customer and were very inconsiderate. The lawyers were helpful but I got the impression they had difficulties with the agency as well so I felt if they had just instructed the medical professional themselves rather than passing my personal injury claim to that agency I could have been spared the many weeks of aggravation.

Finally I wanted to let you know that I am not alone in this as at my place of work another colleague of mine also had a similar experience when she was in an crash. She had suffered whiplash and said that she had difficulties with trying to contact a medical agency to get an appointment to see their doctor,

I wish your company the very best in your endeavors to change this system.

Michelle

*Michelle requested for her confidentiality that her surname is not released
She contacted Find a Medico Legal Expert.com
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