Coronavirus - Business Update

Statement on Coronavirus - 3rd April 2020

The information below provides UKIM’s position in relation to the COVID-19 (Coronavirus) outbreak and the enactment of our business continuity plans as we aim to avoid, mitigate or manage disruption as a result of the virus. The situation continues to evolve and we have diligently followed all government advice and clinical consensus to date. 

Physical appointments and examinations

To protect our customers, medical experts and third parties we took the decisive action to cancel all face to face appointments as of 23rd March, for an initial period of 3 weeks.  We are monitoring this situation fluidly, subject to Government advice.

We are currently working on rescheduling all affected appointments, and will contact you in the near future to arrange this.   

Remote video appointments and examinations

Where appropriate, we are progressing appointments by remote video consultation with your agreement.  No alternative provision will proceed without your prior consent. 

Upon arranging a remote video appointment, guidance will be provided and ongoing support is available to assist with any queries or technical issues. 

Office facilities and customer support

To follow the current Government advice of staying at home to prevent the spread of infection, the majority of our staff are working remotely from home.  Our teams and services are fully functioning remotely, including emails and telephone lines.  We apologise if you have recently experienced any issues in contacting us by telephone whilst arrangements were being made to operate our telephone lines remotely, to ensure the safety of our staff.

Our physical offices remain operational only for limited required operations, such as configuration of homeworking IT equipment and processing post.  With this in mind, to safeguard our staff and ensure any delay to case lifecycle is minimal, we request that correspondence is sent by email wherever possible with post services being used as a last resort. 

Medical Records

We operate proprietary technology that uses encrypted safe file transfer protocols to maintain information security, which allows us to progress and share both medical records and requests for the same.   Where physical records are supplied to us or are required by Medical Experts, these may be processed a little later than usual due to a significant reduction in on-site staff. Where an NHS trust or GP surgery has indicated they are operating at a reduced capacity, we are temporarily halting new requests to ease their burden. 

Occupational Health appointments

We will continue to deliver digital pre-placement services, telephone absence management consultations and case management services.  For Physiotherapy and Cognitive Behavioural Therapy we will also offer telephone consultations and advice sheets.

We will continue to provide updates as and when they are available.