Frequently asked questions

If you are pursuing a personal injury claim, then you will need to be examined by a medical expert. 

The medical expert’s job is to act as an impartial assessor of your injuries and to prepare a medical report.

What is the Official Injury Claims Portal?

The Official Injury Claims Portal is an online system which allows unrepresented claimants to make a claim for compensation following a road traffic accident, where injuries have been sustained.  These injuries include, but are not limited to, whiplash injuries.  The portal is a government system and 10Bridge are a registered provider of medical reports within the portal.

Do I need to pay for my medical report?

No.  The cost of the medical report will be covered by the compensator.  You do not have to pay 10Bridge for this.

Why should I choose a Medical Reporting Organisation(MRO) such as 10Bridge, over an Independent Medical Expert within the Official Injury Claims portal?

As an MRO we have access to an extensive panel of Medical Experts which will allow us to provide you with an appointment at a time and location which is convenient to you wherever you are.

With hundreds of appointments available weekly, we can offer greater flexibility n terms of location, time and date for your medical appointment compared with choosing and independent Medical Expert.

We are also regularly audited by the relevant bodies to ensure we comply with the strict standards and clinical governance and guidelines to provide you with the best possible service and report.

Why do I need to attend a Medical Expert appointment? / why do I need a medical report?

Your appointment with the medical expert is vital to support your claim for personal injury.  You will not be able to settle your claim for injury without having a medical expert report.

The medical expert will ask you questions concerning your accident and the injuries you sustained for the purpose of writing a medical report for you.  This medical report will serve as “medical” evidence of your pain, suffering and loss of amenity to the court.

Without the report the defendant’s - (the insurance company representing the person that you had the accident with) - representation may argue that you did not sustain any injuries, pain or suffering due to the accident.

What information will the report contain?

The medical expert will ask you several questions relating to the accident.

The medical report will include the mechanics of your accident and the injuries that you sustained from the accident.

The medical expert will also provide an opinion on how long it took or will take to recover, this is referred to as a “prognosis.”

How can I trust the medical expert?

We have strong internal clinical governance to ensure that all the medical experts on our national panel are suitable qualified, experienced, and insured.

The medical expert must be “impartial” so you must not know the expert as this could affect your claim.

We have strong internal quality controls and check all reports once we receive them to ensure that they meet the required industry standards.

What information will I need to take with me?

You will need to take proof of your identity.  This should be either a passport or driving license with your photograph on.

What else could I take to my appointment to help?

The expert will need to know lots of details to prepare a report as a witness to the court, so it is important to be prepared for the questions and nature of the examination.  This means if your case went to court then the medical expert report will be used as part of the evidence of your claim.

It is important that you provide consistent information throughout your claim.  We would therefore suggest that you make a note of all the injuries that you sustained due to your accident and that you have reported via the portal.

We would recommend that you make a list of these injuries and take it to the medical expert appointment with you.

We would also suggest writing down in advance a note of all medication that you have prescribed or take this with you.

What will happen during the appointment and what questions will the medical expert ask me?

The doctor will ask you a number of questions relating to your accident, these will include:

  • How your symptoms and injuries developed.
  • Date and details of any medical appointment due to your injuries - did you attend your GP, a walk-in centre, or A & E due to your injuries.
  • Have you recovered / how long the injuries took to recover / how your recovery is progressing.
  • How the accident has affected your work, home life and hobbies.
  • If you have needed any help at home.
  • Previous accident history
  • Previous/Current Medical History/Conditions
  • Accident details/Circumstance – Position in vehicle etc.

They will also ask you questions about physical and psychological injuries (stress, anxiety etc.,)

We have attached a draft medical report so you can see the framework that the medical expert will use in preparing your report.

It is important that all the information that you give to the medical expert is true and consistent with all the information you have made to date.

If appropriate the medical expert may need to do a physical examination.  This is so that the medical expert can assess your range of movement, any movement restrictions etc. it may be necessary for some clothing to be removed.  We therefore ask you to consider that you wear suitable clothing.

Please be aware that the medical expert must ask for your consent to carry out the physical examination.

Also please be aware the medical expert may dictate their report as the examination is in progress or may instead take notes.

Do I need to make the medical expert aware of any previous accidents?

Yes, it is very important that you make the medical expert aware of any previous accidents, including their dates and the injuries you sustained during the appointment.

Will I need to take any medical notes with me to the appointment?

The medical expert may need to refer to your medical notes if you have any pre-existing medical conditions.

Please be aware it may take up to 8 weeks to receive your medical notes from your hospital or GP once requested.  Your GP may charge you for these notes.

If you are unsure if you need to take any previous medical reports please discuss this with one of client liaison team who will be able to help you.

If you are requesting medical notes your surgery or hospital will only release your records if you give written permission, as required by the Data-Protection Action 2018 and GDPR.

The medical notes will enable the medical expert to reach an informed opinion and give you an accurate prognosis.

What should I do if I cannot make the scheduled appointment / reschedule my appointment?

We would kindly request that out of courtesy and so that we can inform the medical expert that you give us at least 24 hours’ notice that you are not able to make your scheduled appointment or if you would like to reschedule.

We would suggest that this would be best done via telephone.  Our offices are open;

Monday to Friday 08.30 to 20.00 hours

Saturday 09.00 to 12.00 hours

Sunday 09.00 to 12.00 hours

Our contact number is 01244 303469.

What happens if I fail to attend my appointment?

If you fail to attend your appointment your case will then be delayed which will lead to the delay in your settlement.  Please also take into consideration that the medical expert may then be unwilling to offer you another appointment.

Can I take a friend to the appointment with me?

Most experts will allow you to take a friend or relative into the examination if you prefer to do so.  If you attend alone but would like a chaperone to be present for the examination, please let the expert know.  If you have a joint appointment on the same date as a family member / friend, make sure you arrive in time for the earliest appointment if you wish them to attend the examination with you.

Can I claim travel expenses / lost wages for the appointment?

You will need to discuss this with the defending party’s representation.

What time should I arrive?

Please arrive at least 10 minutes before your appointment, allowing you enough time to park and find the venue.  We would advise that you know how to find the venue ahead of your appointment, please contact us if you need assistance as direction and maps are available upon request.

Please be aware if you arrive late, the expert may not have enough time to see you.

How long will the examination take?

The length of the appointment may vary according to the nature of your injuries.  Typically, the appointment will take 15 minutes.

Will the expert give me advice about treatment?

It is not the expert’s role to offer you medical advice in your examination.  However, any recommendations that they have will be detailed in their report.

When will I see the report?

The report will be forwarded to you within three weeks.

Can I see my own GP or treating doctors for the examination?

No, the expert must be impartial and be registered and qualified to perform medical examinations.

How is the medical expert chosen?

We have a panel of experts who specialise in producing medical reports on injuries and are trained to do this and not all doctors are.  We choose the closest suitable qualified expert to take the examination, which is why it is important that you attend.

What happens if I do not agree with my report?

You must let us know as soon as possible (but within 7-days of receipt) to let us know that you are not happy with your report.  We would recommend that in the first instance that you do this by telephone.  Please note that all calls to 10Bridge are recorded for training and monitoring purposes.

If it is basic information that is not correct on your report including things like your DOB, address, the date of the accident etc., we will then ask the medical expert to make the necessary changes to the report on your behalf.

If your request is more complex in nature, for example you disagree with any of the medical expert’s comments including prognosis we will ask you to put these in to writing to us.  We will then review these with you, it may be necessary to ask you to sign a statement of truth to support your request.

This information will then be forwarded to the medical expert for their consideration.

Please be aware that as part of the medical expert’s obligation to the court they must prepare an impartial report which is based on the information that you have provided to them.  Therefore, in some instances they may not be able to make your requested amendments. 

We are also an impartial agency and cannot influence the medical expert as the report is a legal document that maybe used in court if necessary.

What happens to the report? How is it used?

Once you have approved the medical report it will be disclosed to the defendant’s insurance company.  The defendant’s insurance company will use the report to decide what level of pain and suffering you have sustained and therefore what level of compensation you are entitled to.

What are your roles and responsibilities within your claims process?

It is important that in the process of your claim that you provide accurate, honest, and consistent information and details regarding your accident.

What are my rights during the claims process?

You are entitled to have a suitable qualified and experienced access to an impartial medical expert.

Your have the right to see your report before it is disclosed.

You have the right to contest the contents of the report.

You have the right to complain if you are not satisfied with the service offered to you by ourselves or the medical expert.

What should you expect from us as a Medical Agency?

We will strive to give you the highest levels of service and deal quickly and efficiently to deal with any questions or queries you have relating to your medical appointment and report.

We will not be able to provide you with any legal advice regarding your claim.

We will provide you with access to a suitable experienced and qualified medical expert who will prepare a medical report on your behalf.

We will respond to any questions or queries you may have to help you in relation to your appointment and report in a timely and professional manner.  This information will all be included within an information pack that we will send to you.

We must provide you with an impartial service.

We will check the quality of your report.

We will liase with the medical expert if you request any amendments to your report.

What should I do if I have an enquiry, question, query, or I wish to complain?

Our information pack includes the process for you to follow and how we will respond to you if you do have any questions, queries or wish to complain.

You can contact us via our website contact us page, via SMS or on 01244 303469. 

We will respond within the following office working hours:

Monday to Friday 08.00 to 19.00

Saturdays and Sunday 09.00 to 12.00

Any questions, queries, or complaints outside of these hours will be dealt with when the office is next open for business.

How can I complain if I am not happy with the service, I have received from either 10Bridge or the medical expert?

10Bridge aim to provide a high quality and efficient service to our customers and we work to get things right first time. We listen to both positive and critical comments and use them to improve our services, so if you have views about our service or about the way a particular case is being handled, we would like to hear them.

A complaint is any written or spoken expression of “dissatisfaction” with the service we provide, and we take complaints seriously.

We aim to:

  • deal with complaints openly and thoroughly
  • try to resolve complaints promptly.
  • keep you updated during the complaint process.
  • arrive at a satisfactory resolution.
  • learn from complaints and so improve our processes and service levels.

How to complain

Stage 1 - informal resolution – telephone / writing / fax / e-mail

If you raise an issue over the telephone, we will try to resolve the problem on the spot.

Similarly, if you notify us in writing or by email, we will respond promptly, and in any case within 2 working days of receipt. If this is not possible, we will explain why and give you a new deadline.

Stage 2 - formal complaint

If you are not happy with the initial response you receive, you can get back in touch with us and ask for your complaint to be referred to the complaints manager who will try to resolve the issue.

Stage 3 - final stage resolution

If, following your second response, you are still not satisfied, you can ask for your complaint to be referred to the Managing Director.

How to complain

Stage 1- Who should I raise my initial enquiry or concern with?

The first stage of the complaint’s procedure is 'informal resolution'. The service issue should be made in the first instance to the team providing the service. Informal resolution aims to resolve complaints quickly and as close to the source of the complaint as possible using the most appropriate means; for example, providing an information update.

You can raise your concerns immediately by speaking to a member of staff or Office Manager.

Stage 2 - What if I am still unhappy after informal resolution?

If you do want to continue with your complaint you can do this orally or in writing (including e-mail) to the Complaints Team. If you make your complaint orally, a written record will be made.
You should receive a response within 7 working days. You should be kept informed of progress if this is not going to happen.

Stage 3 - What if I am still unhappy after formal resolution?

You can ask for your complaint to be referred to the Managing Director, who will reply in writing within 10 working days, or write to let you know why this cannot be done and give you a new deadline.

Dealing with your complaint - our standards

Our aim is that all our staff will be courteous and helpful. We will identify ourselves when answering the telephone; all telephone calls will be answered promptly. Where a voicemail is left, calls will be returned within one working day.

We will answer all letters as soon as possible but, in any case, within 7 working days of receipt. We will aim to answer all the points raised in correspondence accurately and openly. If it is not possible to reply within 7 working days, we will send an interim reply explaining the delay, answering any points we can and advising when you can expect a full reply.

Recording of complaints and reporting

All complaints are logged on receipt and progress tracked to resolution.

Weekly reports are compiled and forwarded to the Managing Director and Management Team detailing the complaints received, progress and resolution achieved.

Improving our complaints procedure

If you have any suggestions or comments about our complaint’s procedure, please send them to:

Darin Griffin
Office Manager
10Bridge Medical Ltd
Halpin House
Frodsham
WA6 6QJ.

01244 303460.

Our Managing Director:

Racheal Browes
As above.

Get in Touch


Feel free to call us on

01244 303 469