MSS Response to Coronavirus

05th January 2021

Our Business Continuity Team, leading our response to the coronavirus pandemic, has met to discuss the implications of last night’s announcement by The Prime Minister that we are now entering into a further period of National lockdown.

Having reviewed the UK Government guidance plus those of the devolved administrations, I’m pleased to say, we believe that we can continue to provide face to face services through this period. These will need to continue to be done in a COVID secure manner which will include our pre – appointment making protocol, pre-appointment risk assessment coupled with the wearing of appropriate PPE. We are also reminding our medical examiners of the need to continue to perform a symptom check on themselves to ensure all parties involved in the visit remain safe.

As a consequence of the imposed National Restrictions, we do expect some disruption to our medical examiner network and its capacity. This, in the main, will now be due to people needing to ‘shield’ due to being more vulnerable or simply having to prioritise childcare due to schools being closed etc. The MSS team are working very hard to provide a good level of service although we appreciate that we may not currently be meeting our usual very high standards.

We do also recognise that a significant number of customers may not want an appointment during this period of National Restrictions. That is clearly their prerogative and anyone not wanting to proceed with an appointment at this time will have their case placed on hold and diarised for us to recontact them in due course.

Our priority remains the health, safety and wellbeing of all our medical examiners, staff and customers alike and we will, of course, continue to monitor and follow all Government advice. I very much appreciate your continued support and should you have any queries or concerns then please feel free to get in touch directly with me or your usual MSS contact or via our dedicated email address [email protected] .

 


04th January 2021

Happy New Year to you and I hope you had a good and restful festive period!

You may have seen today the announcement from Nicola Sturgeon putting Scotland back into a National lockdown until the end of January with her saying that she’s “more concerned about the situation we face now than she has been at any time since March last year”. Tonight at 8pm we wait to hear what Boris Johnson will say when he makes his televised address to discuss “further steps” that need to be taken in order to control coronavirus.

Financial Services is classified as an ‘Essential Service’ and as such, our early interpretation is that is that we can still continue to provide services in Scotland. Having said that, with schools and other institutions closing, we do expect a further reduction in our medical examiner resource and this may affect our ability to provide complete national coverage in a timely manner.

We await the Prime Ministers announcement tonight and will issue a further update to you tomorrow.

In the meantime, keep well and stay safe.

 


16th December 2020

As Christmas and the end of 2020 draws ever closer, I wanted to update you on our service in light of the ongoing coronavirus pandemic

I’m pleased to report that the number of medical examiners that we have available to us continues to increase on a weekly basis. Despite the increase, we are still experiencing gaps in geographic coverage and are continuing to suffer from the effects of reduced capacity within our medical examiner network due to the following reasons (as highlighted in my previous update on the 2nd November):

  • being requisitioned to work in hospitals, or needing to ‘shield’ due to being more vulnerable
  • The Government have announced their winter plan which asks that nurses don’t work across multiple settings.
  • having to self-isolate, or simply having to prioritise childcare if they are unable to go to school due to local outbreaks etc

This reduced capacity combined with an unseasonably high level of new business means that some customers are having to wait longer than usual for appointments. I’m sorry that this is the case and I assure you that we are taking all possible action necessary in order to minimise delays. Although the movement of some regions of the country into Tier 3 has not stopped us from being able to provide services in these areas, we have seen a number of customers who live in affected areas not wishing to have appointments and this is contributing to an increase in our pipeline of cases.

As the nation-wide vaccination programme begins, the NHS are calling on all possible medical staff to help with the roll out of the Covid vaccine. Fortunately, we have not yet been impacted by this however we do expect some future disruption to our network of medical examiners.

Our remote screening and home testing service has seen good take up over the past months and this has helped many thousands of customers to get appointments. With the future still looking uncertain, we believe that remote screening and home testing will be around for a long while yet and we are currently working on ways to improve and enhance this offering to you.

Despite the very real service challenges we are facing, our Net Promoter Score (NPS) in November was 65, up one point from 64 in October. This is an extremely positive indicator for the business and demonstrates a high overall level of customer satisfaction.

Whilst 2020 has been a very successful year for MSS, as you can imagine, it has also been an extremely challenging year, particularly from an operations & service perspective. Your continued support during these challenging times is very much appreciated. Should you have any queries or want further information on our remote screening and home testing service then please do get in touch with me directly or via our dedicated email address [email protected] or your usual MSS contact.

We wish you and your families a very happy Xmas and a healthy New Year.

 


2nd November 2020

Further to Saturday evenings Government announcement our Business Continuity Team, leading our response to the coronavirus pandemic, has met.

Having read the most recent Government guidance notes issued and discussed in depth the new National Restrictions, I am writing to reassure you that we intend to carry on providing face to face medical services throughout this period.

The Government’s guidance is for people to continue to work; albeit everyone who can work effectively from home must do so. Where people cannot do so they should continue to travel to work and that this is essential to keeping the country operating.

This week, we will be moving most of our customer service and administration staff back to working from home. We are operating a ‘business as usual’ service to you and you can continue to contact us via the usual office telephone numbers, mobile numbers and email. As our doctors and nurses are unable to work from home, we feel it is appropriate and important for them to continue carrying out appointments in their usual setting, whether this is in clinic or in people’s homes.

We acknowledge that some customers may not want an appointment during this period of National Restrictions and that is clearly their prerogative. Anyone not wanting to proceed with an appointment at this time will have their case placed on hold and diarised for us to recontact them in due course.

Whilst our medical examiner network numbers have been steadily increasing over past weeks, we do now expect there to be some further disruption to our national coverage. This in the main will be due to:

  • being requisitioned to work in hospitals, or needing to ‘shield’ due to being more vulnerable
  • The Government have announced their winter plan which asks that nurses don’t work across multiple settings.
  • having to self-isolate, or simply having to prioritise childcare if they are unable to go to school due to local outbreaks etc

We will, of course, continue to monitor and follow Government advice and our priority remains the health, safety and wellbeing of all our medical examiners, staff and customers alike.

Our remote screening and home testing service (consisting of a remote digital, video assessment; a ‘customer kit pack’ containing a disposable tape measure (for waist / hip measurements), along with home test self-collect finger prick blood testing kit)) remains available should you wish to use it. Whilst I appreciate that this approach can’t ever fully replace the face-to-face appointment, it may enable a proportion of customers to proceed with an appointment. To discuss this service or to switch any cases to a remote screening, please contact your usual MSS Account Manager.

Please note that our GPR and iGPR services currently remain unaffected and these services are currently operating as normal.

Should you have any queries or concerns then please feel free to get in touch directly with me or your usual MSS contact or via our dedicated email address [email protected] . I very much appreciate your continued support in these challenging times.

Keep well and stay safe.

 


26th May 2020

We have been working hard during lock-down to review how we work and I’m delighted to advise that we intend to resume our face to face Nurse Screening and Doctor Medical examination services with effect from the 1st June.

The COVID-19 pandemic has required us to raise our demanding standards to an even higher level. For us, good isn’t good enough and the steps we’ve taken will ensure the safety and wellbeing of our medical examiners and customers alike. At all times, this remains of paramount importance and has been and will continue to be at the forefront of our minds in everything that we do.

We have implemented a multi-pronged approach with new protocols to cater for the current circumstances. These protocols and procedures have been designed to meet the health and safety challenges presented by COVID-19 and include:

  • Updated staff training on the latest guidelines
  • Pre-screening customers before booking appointments
  • Wearing of appropriate Personal Protective Equipment (PPE)
  • Increased use of disposable equipment including single use tourniquets, blood pressure cuff barriers
  • Cleaning and disinfecting of equipment such as iPads and stethoscopes

We don’t know when the COVID-19 pandemic will be over or when our lives will return to some sort of normalcy and until that time comes I want you to know that we will continue to work hard to look for new ways to help, and that we remain committed to doing whatever it takes to support our customers.

Should you have any queries or need any further information then please email [email protected]

 


 

23rd March 2020

We regret to inform you that due to the Coronavirus and in order to ensure the safety of our customers as well as that of our medical examiners, and in line with Government guidance, we have decided to temporarily postpone delivery of our face to face medical examination and screening services. Any new cases received are being placed on hold and no appointment will be arranged for the time being. Please note that our GPR and iGPR services currently remain unaffected and these services are operating as normal.

Our priority remains delivering a high standard of client service for you and I apologise for any inconvenience this may cause to you.

 


 

20th March 2020

The COVID-19 situation continues to develop at pace, with the most recent announcement recommending that those of us who can, work from home. Whilst we are complying with government advice as it develops, we wanted to assure you that we have the resource, systems and infrastructure to continue to deliver our services in the usual way and to support any of your changing requirements over this period. Our priority remains delivering a high standard of client service for you.

The following summarises our current position:

Our Business Continuity Management Team has been in place for some time leading our response. This senior team are meeting daily to pre-empt and plan our approach to events as they develop and to flex our business planning as appropriate. This proactive approach will continue for the duration of this pandemic.
• We have already taken a number of steps to comply with government guidance by stopping non-essential business travel, postponing events and moving to using video and teleconference facilities over the last few weeks.
• Following the government’s announcement on 16 March, the majority of our people are now working from home. As a business, we are already set up to work in an agile way and so are able to respond quickly to this advice.
• We still continue to operate a ‘business as usual’ service to you and you can continue to contact us via the usual office telephone numbers, mobile numbers and email.
• We do expect greater restrictions on movement etc and are looking at ways we can adapt our service proposition whilst still continuing to provide you with what you need.
• We also have some common business collaboration tools that we can use to support how we work remotely with you.

We know that we will all face many challenges and assure you that we have the scale, flexibility, determination and resilience to be able to continue to support you in the coming weeks. Should you have any queries then please do get in touch directly with your usual MSS contact or via our dedicated email address [email protected] .

MSS Response to Coronavirus

16th December 2020

As Christmas and the end of 2020 draws ever closer, I wanted to update you on our service in light of the ongoing coronavirus pandemic

I’m pleased to report that the number of medical examiners that we have available to us continues to increase on a weekly basis. Despite the increase, we are still experiencing gaps in geographic coverage and are continuing to suffer from the effects of reduced capacity within our medical examiner network due to the following reasons (as highlighted in my previous update on the 2nd November):

  • being requisitioned to work in hospitals, or needing to ‘shield’ due to being more vulnerable
  • The Government have announced their winter plan which asks that nurses don’t work across multiple settings.
  • having to self-isolate, or simply having to prioritise childcare if they are unable to go to school due to local outbreaks etc

This reduced capacity combined with an unseasonably high level of new business means that some customers are having to wait longer than usual for appointments. I’m sorry that this is the case and I assure you that we are taking all possible action necessary in order to minimise delays. Although the movement of some regions of the country into Tier 3 has not stopped us from being able to provide services in these areas, we have seen a number of customers who live in affected areas not wishing to have appointments and this is contributing to an increase in our pipeline of cases.

As the nation-wide vaccination programme begins, the NHS are calling on all possible medical staff to help with the roll out of the Covid vaccine. Fortunately, we have not yet been impacted by this however we do expect some future disruption to our network of medical examiners.

Our remote screening and home testing service has seen good take up over the past months and this has helped many thousands of customers to get appointments. With the future still looking uncertain, we believe that remote screening and home testing will be around for a long while yet and we are currently working on ways to improve and enhance this offering to you.

Despite the very real service challenges we are facing, our Net Promoter Score (NPS) in November was 65, up one point from 64 in October. This is an extremely positive indicator for the business and demonstrates a high overall level of customer satisfaction.

Whilst 2020 has been a very successful year for MSS, as you can imagine, it has also been an extremely challenging year, particularly from an operations & service perspective. Your continued support during these challenging times is very much appreciated. Should you have any queries or want further information on our remote screening and home testing service then please do get in touch with me directly or via our dedicated email address [email protected] or your usual MSS contact.

We wish you and your families a very happy Xmas and a healthy New Year.

 


2nd November 2020

Further to Saturday evenings Government announcement our Business Continuity Team, leading our response to the coronavirus pandemic, has met.

Having read the most recent Government guidance notes issued and discussed in depth the new National Restrictions, I am writing to reassure you that we intend to carry on providing face to face medical services throughout this period.

The Government’s guidance is for people to continue to work; albeit everyone who can work effectively from home must do so. Where people cannot do so they should continue to travel to work and that this is essential to keeping the country operating.

This week, we will be moving most of our customer service and administration staff back to working from home. We are operating a ‘business as usual’ service to you and you can continue to contact us via the usual office telephone numbers, mobile numbers and email. As our doctors and nurses are unable to work from home, we feel it is appropriate and important for them to continue carrying out appointments in their usual setting, whether this is in clinic or in people’s homes.

We acknowledge that some customers may not want an appointment during this period of National Restrictions and that is clearly their prerogative. Anyone not wanting to proceed with an appointment at this time will have their case placed on hold and diarised for us to recontact them in due course.

Whilst our medical examiner network numbers have been steadily increasing over past weeks, we do now expect there to be some further disruption to our national coverage. This in the main will be due to:

  • being requisitioned to work in hospitals, or needing to ‘shield’ due to being more vulnerable
  • The Government have announced their winter plan which asks that nurses don’t work across multiple settings.
  • having to self-isolate, or simply having to prioritise childcare if they are unable to go to school due to local outbreaks etc

We will, of course, continue to monitor and follow Government advice and our priority remains the health, safety and wellbeing of all our medical examiners, staff and customers alike.

Our remote screening and home testing service (consisting of a remote digital, video assessment; a ‘customer kit pack’ containing a disposable tape measure (for waist / hip measurements), along with home test self-collect finger prick blood testing kit)) remains available should you wish to use it. Whilst I appreciate that this approach can’t ever fully replace the face-to-face appointment, it may enable a proportion of customers to proceed with an appointment. To discuss this service or to switch any cases to a remote screening, please contact your usual MSS Account Manager.

Please note that our GPR and iGPR services currently remain unaffected and these services are currently operating as normal.

Should you have any queries or concerns then please feel free to get in touch directly with me or your usual MSS contact or via our dedicated email address [email protected] . I very much appreciate your continued support in these challenging times.

Keep well and stay safe.

 


26th May 2020

We have been working hard during lock-down to review how we work and I’m delighted to advise that we intend to resume our face to face Nurse Screening and Doctor Medical examination services with effect from the 1st June.

The COVID-19 pandemic has required us to raise our demanding standards to an even higher level. For us, good isn’t good enough and the steps we’ve taken will ensure the safety and wellbeing of our medical examiners and customers alike. At all times, this remains of paramount importance and has been and will continue to be at the forefront of our minds in everything that we do.

We have implemented a multi-pronged approach with new protocols to cater for the current circumstances. These protocols and procedures have been designed to meet the health and safety challenges presented by COVID-19 and include:

  • Updated staff training on the latest guidelines
  • Pre-screening customers before booking appointments
  • Wearing of appropriate Personal Protective Equipment (PPE)
  • Increased use of disposable equipment including single use tourniquets, blood pressure cuff barriers
  • Cleaning and disinfecting of equipment such as iPads and stethoscopes

We don’t know when the COVID-19 pandemic will be over or when our lives will return to some sort of normalcy and until that time comes I want you to know that we will continue to work hard to look for new ways to help, and that we remain committed to doing whatever it takes to support our customers.

Should you have any queries or need any further information then please email [email protected]

 


 

23rd March 2020

We regret to inform you that due to the Coronavirus and in order to ensure the safety of our customers as well as that of our medical examiners, and in line with Government guidance, we have decided to temporarily postpone delivery of our face to face medical examination and screening services. Any new cases received are being placed on hold and no appointment will be arranged for the time being. Please note that our GPR and iGPR services currently remain unaffected and these services are operating as normal.

Our priority remains delivering a high standard of client service for you and I apologise for any inconvenience this may cause to you.

 


 

20th March 2020

The COVID-19 situation continues to develop at pace, with the most recent announcement recommending that those of us who can, work from home. Whilst we are complying with government advice as it develops, we wanted to assure you that we have the resource, systems and infrastructure to continue to deliver our services in the usual way and to support any of your changing requirements over this period. Our priority remains delivering a high standard of client service for you.

The following summarises our current position:

Our Business Continuity Management Team has been in place for some time leading our response. This senior team are meeting daily to pre-empt and plan our approach to events as they develop and to flex our business planning as appropriate. This proactive approach will continue for the duration of this pandemic.
• We have already taken a number of steps to comply with government guidance by stopping non-essential business travel, postponing events and moving to using video and teleconference facilities over the last few weeks.
• Following the government’s announcement on 16 March, the majority of our people are now working from home. As a business, we are already set up to work in an agile way and so are able to respond quickly to this advice.
• We still continue to operate a ‘business as usual’ service to you and you can continue to contact us via the usual office telephone numbers, mobile numbers and email.
• We do expect greater restrictions on movement etc and are looking at ways we can adapt our service proposition whilst still continuing to provide you with what you need.
• We also have some common business collaboration tools that we can use to support how we work remotely with you.

We know that we will all face many challenges and assure you that we have the scale, flexibility, determination and resilience to be able to continue to support you in the coming weeks. Should you have any queries then please do get in touch directly with your usual MSS contact or via our dedicated email address [email protected] .

MSS Response to Coronavirus

16th December 2020

As Christmas and the end of 2020 draws ever closer, I wanted to update you on our service in light of the ongoing coronavirus pandemic

I’m pleased to report that the number of medical examiners that we have available to us continues to increase on a weekly basis. Despite the increase, we are still experiencing gaps in geographic coverage and are continuing to suffer from the effects of reduced capacity within our medical examiner network due to the following reasons (as highlighted in my previous update on the 2nd November):

  • being requisitioned to work in hospitals, or needing to ‘shield’ due to being more vulnerable
  • The Government have announced their winter plan which asks that nurses don’t work across multiple settings.
  • having to self-isolate, or simply having to prioritise childcare if they are unable to go to school due to local outbreaks etc

This reduced capacity combined with an unseasonably high level of new business means that some customers are having to wait longer than usual for appointments. I’m sorry that this is the case and I assure you that we are taking all possible action necessary in order to minimise delays. Although the movement of some regions of the country into Tier 3 has not stopped us from being able to provide services in these areas, we have seen a number of customers who live in affected areas not wishing to have appointments and this is contributing to an increase in our pipeline of cases.

As the nation-wide vaccination programme begins, the NHS are calling on all possible medical staff to help with the roll out of the Covid vaccine. Fortunately, we have not yet been impacted by this however we do expect some future disruption to our network of medical examiners.

Our remote screening and home testing service has seen good take up over the past months and this has helped many thousands of customers to get appointments. With the future still looking uncertain, we believe that remote screening and home testing will be around for a long while yet and we are currently working on ways to improve and enhance this offering to you.

Despite the very real service challenges we are facing, our Net Promoter Score (NPS) in November was 65, up one point from 64 in October. This is an extremely positive indicator for the business and demonstrates a high overall level of customer satisfaction.

Whilst 2020 has been a very successful year for MSS, as you can imagine, it has also been an extremely challenging year, particularly from an operations & service perspective. Your continued support during these challenging times is very much appreciated. Should you have any queries or want further information on our remote screening and home testing service then please do get in touch with me directly or via our dedicated email address [email protected] or your usual MSS contact.

We wish you and your families a very happy Xmas and a healthy New Year.

 


2nd November 2020

Further to Saturday evenings Government announcement our Business Continuity Team, leading our response to the coronavirus pandemic, has met.

Having read the most recent Government guidance notes issued and discussed in depth the new National Restrictions, I am writing to reassure you that we intend to carry on providing face to face medical services throughout this period.

The Government’s guidance is for people to continue to work; albeit everyone who can work effectively from home must do so. Where people cannot do so they should continue to travel to work and that this is essential to keeping the country operating.

This week, we will be moving most of our customer service and administration staff back to working from home. We are operating a ‘business as usual’ service to you and you can continue to contact us via the usual office telephone numbers, mobile numbers and email. As our doctors and nurses are unable to work from home, we feel it is appropriate and important for them to continue carrying out appointments in their usual setting, whether this is in clinic or in people’s homes.

We acknowledge that some customers may not want an appointment during this period of National Restrictions and that is clearly their prerogative. Anyone not wanting to proceed with an appointment at this time will have their case placed on hold and diarised for us to recontact them in due course.

Whilst our medical examiner network numbers have been steadily increasing over past weeks, we do now expect there to be some further disruption to our national coverage. This in the main will be due to:

  • being requisitioned to work in hospitals, or needing to ‘shield’ due to being more vulnerable
  • The Government have announced their winter plan which asks that nurses don’t work across multiple settings.
  • having to self-isolate, or simply having to prioritise childcare if they are unable to go to school due to local outbreaks etc

We will, of course, continue to monitor and follow Government advice and our priority remains the health, safety and wellbeing of all our medical examiners, staff and customers alike.

Our remote screening and home testing service (consisting of a remote digital, video assessment; a ‘customer kit pack’ containing a disposable tape measure (for waist / hip measurements), along with home test self-collect finger prick blood testing kit)) remains available should you wish to use it. Whilst I appreciate that this approach can’t ever fully replace the face-to-face appointment, it may enable a proportion of customers to proceed with an appointment. To discuss this service or to switch any cases to a remote screening, please contact your usual MSS Account Manager.

Please note that our GPR and iGPR services currently remain unaffected and these services are currently operating as normal.

Should you have any queries or concerns then please feel free to get in touch directly with me or your usual MSS contact or via our dedicated email address [email protected] . I very much appreciate your continued support in these challenging times.

Keep well and stay safe.

 


26th May 2020

We have been working hard during lock-down to review how we work and I’m delighted to advise that we intend to resume our face to face Nurse Screening and Doctor Medical examination services with effect from the 1st June.

The COVID-19 pandemic has required us to raise our demanding standards to an even higher level. For us, good isn’t good enough and the steps we’ve taken will ensure the safety and wellbeing of our medical examiners and customers alike. At all times, this remains of paramount importance and has been and will continue to be at the forefront of our minds in everything that we do.

We have implemented a multi-pronged approach with new protocols to cater for the current circumstances. These protocols and procedures have been designed to meet the health and safety challenges presented by COVID-19 and include:

  • Updated staff training on the latest guidelines
  • Pre-screening customers before booking appointments
  • Wearing of appropriate Personal Protective Equipment (PPE)
  • Increased use of disposable equipment including single use tourniquets, blood pressure cuff barriers
  • Cleaning and disinfecting of equipment such as iPads and stethoscopes

We don’t know when the COVID-19 pandemic will be over or when our lives will return to some sort of normalcy and until that time comes I want you to know that we will continue to work hard to look for new ways to help, and that we remain committed to doing whatever it takes to support our customers.

Should you have any queries or need any further information then please email [email protected]

 


 

23rd March 2020

We regret to inform you that due to the Coronavirus and in order to ensure the safety of our customers as well as that of our medical examiners, and in line with Government guidance, we have decided to temporarily postpone delivery of our face to face medical examination and screening services. Any new cases received are being placed on hold and no appointment will be arranged for the time being. Please note that our GPR and iGPR services currently remain unaffected and these services are operating as normal.

Our priority remains delivering a high standard of client service for you and I apologise for any inconvenience this may cause to you.

 


 

20th March 2020

The COVID-19 situation continues to develop at pace, with the most recent announcement recommending that those of us who can, work from home. Whilst we are complying with government advice as it develops, we wanted to assure you that we have the resource, systems and infrastructure to continue to deliver our services in the usual way and to support any of your changing requirements over this period. Our priority remains delivering a high standard of client service for you.

The following summarises our current position:

Our Business Continuity Management Team has been in place for some time leading our response. This senior team are meeting daily to pre-empt and plan our approach to events as they develop and to flex our business planning as appropriate. This proactive approach will continue for the duration of this pandemic.
• We have already taken a number of steps to comply with government guidance by stopping non-essential business travel, postponing events and moving to using video and teleconference facilities over the last few weeks.
• Following the government’s announcement on 16 March, the majority of our people are now working from home. As a business, we are already set up to work in an agile way and so are able to respond quickly to this advice.
• We still continue to operate a ‘business as usual’ service to you and you can continue to contact us via the usual office telephone numbers, mobile numbers and email.
• We do expect greater restrictions on movement etc and are looking at ways we can adapt our service proposition whilst still continuing to provide you with what you need.
• We also have some common business collaboration tools that we can use to support how we work remotely with you.

We know that we will all face many challenges and assure you that we have the scale, flexibility, determination and resilience to be able to continue to support you in the coming weeks. Should you have any queries then please do get in touch directly with your usual MSS contact or via our dedicated email address [email protected] .