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Our client pledges

As a medico-legal service provider client care has always been at the top of our agenda since the establishment of DMR Collation 9 years ago.    

Our pledges/promises under our client care policy are as follows: 

We will:

  1. Agree with you in advance what level of service you require.
  2. Consistently complete instructions to the best of our ability and knowledge.
  3. Provide you with clear documentation on the completion of each case setting out work undertaken, a background/timeline of events, missing records identified, relevant points of note and questions for the medical expert.
  4. Keep the work and your business confidential.
  5. Ensure we have the resources and expertise to deal with instructions.
  6. Upon receipt of instructions inform you of the likely completion timescales and keep you updated should this change.
  7. Provide you with an estimate for completion of work, if requested.
  8. Provide a prompt response to all telephone calls, e-mails and correspondence.
  9. Represent your interests.
  10. Always act professionally and in a respectful and courteous manner.
  11. Be open and honest.
  12. Comply with the Data Protection Act 2018 to safeguard your data.
  13. Endeavour to resolve any expression of dissatisfaction regarding service immediately.
  14. Ensure that if we are instructed to complete an analysis/chronology of the medical records, that every page of the medical records are reviewed.
  15. Continue to use and develop innovative approaches and the most up to date digital technology in the completion of our services.
  16. Ensure that all medical records are digitally scanned to the best version possible and that all records are captured during the scanning process.
  17. Earn trust and facilitate open communication in our business relationship.
  18. Always seek clarification of your instructions if these are not clear to ensure the correct work is completed.
  19. Assist you, through our chronology and collation work, to ensure that all key medical records are presented/highlighted to you and the expert at the outset.
  20. Identify missing records at the outset to ensure these can be obtained prior to expert instruction, thus avoiding costly supplementary reports and case delays.
  21. Provide you with a clearly organised, indexed and uniquely paginated bundle of medical records which can be used by all parties in the action.
  22. Be up front about payment terms and adhere to a maximum 10% uplift on any cost estimate provided.

If you wish to find out more about our services please complete our online enquiry form or call us on 01752 892745. We look forward to hearing from you!

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