Mobile Doctors Newsletter - June 2009

"I am pleased to welcome you to the second edition of Mobile Doctor's Newsletter, which we hope to publish every quarter to keep you up to date with our latest developments, upcoming events and general news. We would welcome any comments and feedback to help us develop what we hope will become an entertaining and informative read. 

The second Quarter of 2009 has certainly been a busy few months proving both significant for Mobile Doctors and the industry as a whole. The success of the Medical Reporting Organisations (MRO) Agreement was celebrated by its renewal in April, and as a founder signatory it is encouraging to see that 28 insurers have committed to the agreement. Furthermore I am pleased to announce that I was elected Vice Chair of the Association of Medical Reporting Organisations (AMRO), of which Mobile Doctors is a founding member, further solidifying our involvement in promoting best practice and setting the professional criteria for the industry, and shaping the future of the medico-legal industry. Watch this space for further news and developments..."

Matthew Game, Chief Executive Officer

Mobile Doctors is devoted to delivering the most effective personalised service to all of our customers, whether big or small. Every customer has a dedicated Business Development Executive, who regularly visits them in their offices to ensure that these standards are maintained and introduce our latest product developments and services.

If there is something that you would like to discuss with us, please do not hesitate to contact the relevant member of the Business Development Team:

Kong Chee Man

South

07825 008114

Jacki McLaren

Midlands and Wales

07500 445342

Gillian Howard

North of England and Scotland

07827 989109

Neil Ross

Business Development Manager

07825 008109

Your feedback is highly valued and essential to help us implement change and improve the quality of the service we offer you. Recently, as a result of feedback from several of our customers, we have reintroduced a feature within the secure client section of our website. This makes it possible for customers to update the fee earners contact details assigned to a case and change the reference number accordingly. This was effective as of 2nd June and is illustrated below:

Sshot


For more details, or to submit comments, please e-mail newsletter@mobile-doctors.co.uk

News:

MRO Agreement Renewal: On 2nd April 2009, The MRO Direct Billing Scheme Agreement, introduced two years ago was extended for a further year, allowing third party insurers to pay medical fees directly for Orthopaedic, A&E and GP reports. It was designed to provide predictability for the cost of medical evidence and to streamline the recoverability of costs for the provision of medical reports in personal injury claims.
The Agreement, originally conceived by 8 medico-legal organisations and 10 insurers, currently has 28 insurers and 33 medical reporting organisations (MRO's) as signatories. 
For more information and for links to the agreement and signatories, click here

Matthew Game has also written an article on the MRO Agreement and its influence in shaping the future of the Medico-Legal industry in issue 36 of Legal and Medical Magazine.
OR you can see him speak first hand on this topic on the link below: http://gunpowdermedia.co.uk/dpr/0609/mobile-doctors

New Appointments:

  • AMRO Vice Chairman: We are delighted to announce that Matthew Game, Chief Executive of Mobile Doctors has been elected to support the AMRO Chairman, Ian Medforth, following a vote by its members at the AGM on 31st March.
    On his appointment, Matthew Game stated: "I have been impressed by the pioneering work AMRO has accomplished since its inception, promoting best practice in an industry that was fairly immature but growing rapidly. However, over the years, the market has seen significant change and AMRO now needs to adapt its focus to meet the challenges that currently face its members. I am proud to be playing my part to help achieve this and shape the future of medico-legal reporting."
    Please click here for the full story
  • Finance Director: Congratulations to Mark Dillon, formerly Mobile Doctors Group Financial Controller, who has been promoted to the position following the retirement of MDG veteran, David Osborne. Mark will be continuing and developing the effective financial processes that have contributed to the sustained growth of MDG in recent years.
    Matthew Game, Chief Executive of the Mobile Doctors Group, commented "Mark joined us in 2008 with succession in mind and I am delighted to welcome him on the Board. 2009 promises to be a good year for the Group, with a number of exciting developments underway. We see Mark's involvement as fundamental to the realisation of our plans and wish him all the best in his new role."
    Please click here for the full story
  • Business Development: We have finally completed our development plans within sales and marketing and would like to welcome Gillian Howard to the team as Business Development Executive for the North of England andScotland.
    With her extensive experience in private practice handling personal injury claims, which incorporated representing individual clients, legal expense insurers, solicitor's practices and funding banks and her background in varied sales and marketing roles, we are certain that she will be an invaluable member off the team and wish her every success.

TNT - sure we can
Logistics is a major part of our Business processing, every year Mobile Doctors handles the following:

 

  • 5 million images
  • 700,000 letters sent
  • 8 million images printed 

 

Scale, access to the latest equipment, high quality output and speed are vitally important in this critical area. 

After a detailed review Mobile Doctors reached agreement with TNT to handle all of its post, scanning and document handling. To ensure a smooth transition to TNT the move was completed in two phases the second of which included the transfer under TUPE of a number of our staff. 
TNT have enabled Mobile Doctors to take a major leap forward in the use of leading edge technology delivering high quality scanning, print and delivery. 

Doctors and improvements in our relationships
With the benefits of scale we have moved to a model based on partnership with our examiners. The benefits are clear: a closer relationship with our Doctors, the adoption of our technology and improvements in turnaround times. Mobile Doctors can now deliver e-enabled reports within minutes of the click of a mouse at the Doctors' examination suite. Paul Collin, Medical Services Director, says "this is a true win win win - our partnership approach has moved our examiners into a closer relationship one built on performance and a desire to deliver higher quality reports whilst cutting down delays and improving response times." 

A warm welcome to Law Graduates
All of our customer calls are handled by highly trained staff operating from our UK customer contact centre, using the latest Avaya call centre technology. Following a successful trial Mobile Doctors has adopted a recruitment strategy of employing law graduates who can immediately put to use their understanding of the key issues faced by customers and deliver results that help to improve the service we provide. Maria Gibbins, Customer Service Manager, says "the recruitment strategy is working very well with graduates who really understand our customer journey and can relate to the demands placed on them delivering pro-active solutions to their needs." 

Esker partnership reaps rewards for us and for our clients:
We are constantly looking to find the most efficient and appropriate internal solutions to ensure that we can in turn, deliver to our customers, the most efficient and appropriate services. With the huge numbers of documents we have to manage, Mobile Doctors opted to implement Esker's DeliveryWare solution in 2005. We are pleased to announce that we now send 78% of our communications electronically, with many benefits resulting from our partnership:

 

  • Seamless integration with existing and business partners' systems, streamlining processes for more efficient and up-to-date customer service
  • Environmentally significant reductions in the number of documents that need to be printed
  • Capabilities to increase the amount of documents the company can handle, therefore providing the ability to take on new clients quickly and effortlessly.

 

Latest service update in the Medical Report Pack:

Following on from the promotion of our rehabilitation service and price reduction for Whiplash Associated Disorders, we are currently highlighting Mobile Doctors complete diagnostic service. In partnership with Nuffield Health, we can arrange a number of tests and investigations on the behalf of your claimant. For more information, please look out for the flyer in your next Medical Report Pack, or click here

We would like to remind you that you can opt in or out of these update flyers at any time- please just email OPT OUT OF PROMO FLYERS in the subject heading to sales@mobile-doctors.co.uk

Continuing to Support BRAKE through 2009:
As stated in our inaugural newsletter, we are committed to helping Brake, an independent national road safety charity, in its life-saving work. Brake aims to reduce death and injuries on the road through education and campaigning, and support those injured or bereaved. 

We would urge you to support such a good cause in their latest fundraising venture, A Grand Raffle, which will be drawn in Road Safety Week in November. Tickets are only £1 each and there is an array of fantastic prizes, such as a weekend in Edinburgh, A hot air balloon ride or a box at the 2010 Proms.

Please contact Lisa Kendall directly, if you would like to buy or sell raffle tickets: lkendall@brake.org.uk or 01484 683294 

 

Events

 

The highlights of the Mobile Doctors event calendar over the past quarter were the 

APIL Conference, on the 23rd-24th April. Our Business Development team took great pleasure in attending and exhibiting at the APIL Conference, which was held at the very impressive Celtic Manor Resort in Newport, a venue that is preparing to stage the Ryder Cup next year.

As a main sponsor, we were delighted to exhibit from a prime location throughout the two day event. We met with many of our established and top supporting customers and suppliers as well as meeting representatives of many new firms to Mobile Doctors. A lot of new firms were happy to meet with us after the conference once they had seen the services we can offer - some have since become new customers. Delegates were most interested in our demonstration of the Mobile Doctors website, particularly as it allows full on line access to track cases in real time as well as obtaining nominations and running various management reports. It is also true to say that our ability to introduce firms to new referrers of work was a great boost.

We hope to see you at some of our upcoming events:

 

  • 24-25 June, London - Matthew Game and Paul Crowther will be attending the Institute of Economic Affairs 4th Annual Conference. The Claims Forum 2009 provides a fantastic opportunity for leading players from across the claims sector to discuss and debate the latest issues shaping the industry. This year's conference will examine the impact of the recession and rising levels of fraudulent claims, as well as discussing how to improve operational efficiency throughout the supply chain and enhance customer service. 
  • 26th June, London - sponsor of the champagne reception at the Rehabilitation First Awards 
  • 2nd July, Manchester - exhibiting at the Claims Standards Council Conference and Matthew Game, Chief Executive, will be a member of the panel

Watch this space...

We are pleased to announce the imminent launch of our brand new Mobile Doctors brochure site, which will be unveiled within the next few weeks... So do keep an eye out at: www.mobile-doctors.co.uk

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