Frequently Asked Questions – Remote Video appointment

Your solicitors have asked us to arrange an examination for you so that a medical report can be provided and used to assess the value of your personal injury claim for compensation. These notes are to help you understand the process clearly.


Q: What is a remote video appointment?

A: A remote video appointment is similar to a traditional appointment, though will take place via video conferencing software, this will still allow the medical expert to perform an in-depth and independent assessment of the injuries you have sustained as a result of your accident.


Q: Do I have to have a video appointment? 

A: As advised in the consent letter, you should not feel coerced in any way to hold either a face to face or remote examination, the decision is up to you. MLA are providing the information to you, so that you can make an informed decision you do not have to consent to a video consultation.  If you wish to have a face to face appointment let MLA know and this will be arranged once Government restrictions have been lifted.


Q: Will the appointment be with the same expert I was originally booked with?

A: MLA are where possible attempting to ensure continuity, though the medical expert allocated will consult within your locality and if a face to face consultation is necessary you will see the same medical expert.


Q: How will I receive my consultation details?

A: We will send you an email and SMS text confirming the date and time of your appointment. The expert/secretary provide you with the details of the video consultation (Including a link and/or meeting invites to the relevant platform and meeting details).


Q: Why is my appointment required with the current Covid-19 situation?

A: The medical expert needs to provide a medical report detailing the injuries you sustained in your accident and an opinion on how long it took or will take to recover.  Without this report, your solicitor cannot pursue your claim.  Under the current climate video consultations have been approved by the Ministry of Justice. You can choose to delay your consultation at any point, we would advise you to seek legal advice from your solicitors.


Q: Do I need a laptop/computer or can I attend the video consultation on my phone?

A: The appointment needs to be via video, a telephone call is not adequate. Most video conferencing software work with the majority of smart phones, if you intend to use a computer/laptop this will need a webcam. If you do not have access to a smartphone or computer/laptop with a webcam, please contact MLA and we will arrange a face to face consultation when Government restrictions have been lifted.


Q: Do I need to confirm which method I will be using for the consultation i.e. phone or computer and if so who do I confirm to? 

A: No, as long as you can access the platform you do not need to let us know.


Q: Will I be charged to use the video conferencing platform?

A: There will be no sign up fee to use these platforms, though the majority of these will use data, so we would recommend connecting your devices to your Wi-Fi if possible.


Q: How should I prepare for my video appointment to avoid technical issues?

A: MLA would recommend familiarising yourself with the software prior to your consultation, if you are having difficulties connecting please initially contact the medical expert (contact details can be found on your appointment confirmation letter). Alternatively, please call us and we will try and assist you.


Q: How do I know if my device is secure?

A: The majority of common video conferencing platforms are safe and secure.  Using end to end encryption to ensure privacy.  MLA recommend that you download video calling apps from the official App Store and not to use public hotspots or Wi-Fi for your video appointment.  Where possible, MLA are asking experts to use passwords to increase security of the video appointment


Q: Is the video appointment recorded?   

A: The expert may decide to record the appointment, if this is the case you will be informed at the start of the consultation and the expert will ask for further consent that recording is acceptable with you. If your appointment is recorded, this will be covered by the Data Protection Act 2018 and will be kept for no more than 30 days after the settlement of your claim.


Q: Could the medical expert deem it necessary to have a face to face consultation?

A: In some circumstance the medical expert may believe it necessary to physically examine an injured area, in order to provide an opinion on the extent and likely recovery period.  If this is the case, the video appointment will end and MLA will arrange a face to face appointment with that expert as soon as possible.


Q: How long will I have to wait if I decide I want a face to face appointment?

A: Face to face consultation will resume as soon as possible once the Government restrictions have been lifted.


Q: What should I do if I am unsure how to use the video conferencing software? 

A: Links to software popular for video appointments are at the bottom of this document.  They have guides on how to use them. If you are not comfortable with this, then please contact us and we will arrange a face to face consultation when Government restrictions have been lifted.


Video Software Links:



FaceTime (For Apple products only)


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