E- Bulletin
As the UK's leading supplier of medico-legal reports and services, Premex has an unrivalled insight into the key issues that have an impact on our market and working practices.
We hope that you find this edition valuable, and would welcome any feedback and views on any other subjects that you would like us to cover in future bulletins. Please e-mail us at premextra@premex.com
A word from Jackie
September 07, 2010
I have already learnt a lot from feedback that I have received, about your needs and what you require from a medical agency - an efficient and streamlined process that will save you time and money, in light of the latest MoJ reforms. These challenges are at the forefront of our mind when we are developing new processes and online systems; we were all delighted to hear the news that Vu is reducing case lifecycles by some 14 days, another key reason to start using the online appointment system if you don't already use it.
Don't take my word for it…
Leeds based Walker Morris handle thousands of personal injuries cases a year and were one of the early firms to adopt Vu. Walker Morris quickly saw the potential of booking immediate online appointments to drive improvements in client retention rates and case lifecycles.
Click here to read the Vu from WM Claims (pdf download)
The requirement to streamline processes and make our service as efficient as possible are some of the reasons we are developing communication profiles, allowing you to state your communication preferences from Premex.
Personally - and thankfully - I had a safe landing when I jumped out of a plane at 14,000 feet on 1st August. I managed to raise £300 which, with Premex's charity match scheme, grew to a fantastic total of £550, all of which has gone towards the cost of a new advanced wheelchair for Josh, a 9 year old boy who has complex physical needs after suffering two brain tumours.
If you have any queries please do not hesitate to contact me on 01204 478385 or Jackie.Lawrence@premex.com
PI in the Press
September 07, 2010
The Government's response to Lord Justice Jackson's review of civil litigation costs proved something of a watershed moment and the media has grabbed the story with both hands.
From a national standpoint, the Daily Mail's campaign against the perceived compensation culture continued with a significant number of news reports concerning the issue. However the topic in its entirety has been the subject of some balanced debate and readers may have found this in Guardian Columnist Neil Rose's piece which discussed the issue of whether No Win No Fee advertising should be banned and what the consequences might be if it was.
As the article suggests, there have been two principle issues dominating the debate in personal injury this summer; First the Jackson review and subsequently Lord Young's review of Health and Safety, which it was believed will recommend the ban on NWNF advertising when it reports to Prime Minister David Cameron shortly.
Outside of the personal injury costs debate, there has been an upsurge in news relating to fraud as the insurance industry re-emphasised its concerns over staged accident claims. The Insurance Fraud Bureau announced that 'crash for cash' claims were at an all time high, adding around £44 to the premium of every driver.
Raising the bar- how do you influence the “quality experience” you deliver
September 07, 2010
A good place to start is clear, simple to understand technical information. Longwinded, convoluted jargon turns customers off and reduces the likelihood of a quality experience. Being explicit about what the service or product includes is a prerequisite. Where timescales are involved, it is important to be clear. In a business-to-business environment where service level agreements govern relationships, it is important to be unambiguous about what is required or offered.
In service relationships, every element of the service experience needs to epitomise quality. Third party endorsement works best; there is no better advocate of a company than a satisfied customer who has been the recipient of a positive service experience.
Trust is a fundamental aspect of quality. It is the cornerstone of a long-term relationship. To achieve it, the customer needs to experience high rational and emotional satisfaction from the relationship. This allows loyalty to be created and differentiation to occur. This human behavioural response of trust can be a source of advantage that, once established, competition will find very hard to replicate.
Reputation and image are the final components of developing and maintaining trust. If a company has a reputation as a provider of high quality technical staff, it must ensure all elements of its brands and associated services support this perception.
Of course, this is all common sense. But there is an alarming lack of attention in this area with complacency and ambiguous relationships often becoming the source of short-term pain and long-term damage.
