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Guide to electronic
client medical consent
and electronic medical
reporting
Introduction
Legal & General’s online protection platform, OLP Connect enables you to quote and apply for products from our protection range, in any combination in one application. This means you can cover your clients’ mortgage,
lifestyle, family or even business protection needs easily and quickly. Sometimes we may need to request information from the applicants GP to be able to underwrite an application. This is done by making a Subject Access Request (SAR) to the GP on the client’s behalf. Currently this is a long drawn out procedure that is time consuming for you, the applicants and GPs and is purely paper-based at all levels.
Legal & General, in conjunction with third party provider Niche Health, has now developed a system to make this whole process electronic. This guide will look at the changes made to the overall end to end application journey which includes the introduction of electronic client medical consent.
Specifically the changes will affect:
1) Gaining applicants consent to obtain their medical records 2) Issuing of the SAR to the GP
3) Receiving medical records back from the GP
We’ve also made enhancements to our ‘Doctor Details’ screen, making the process of searching and submitting Doctors address details faster and easier.
Updated ‘Doctors Details’ screen
We’ve introduced a new ‘Find GP/Surgery’ feature. You can now easily search for the applicant’s Doctor’s address (by searching on partial
New application screen – Medical Consent
This new screen below will appear after the ‘Doctors Details’ screen. If the doctor’s details are not completed, this new consent screen is bypassed. This screen gives an initial explanation of what is contained in the consent screens.
Once the applicant has been made aware of the information on this screen you will need to click on ‘Next Section’ to continue.
It’s important to click on the ‘Next Section’ rather than the ‘Next’ button as this will bypass the new consent screens. This shouldn’t be done unless the applicant wishes to do this. A warning message will be shown if the ‘Next’ button is clicked rather than ‘Next Section’.
When you click on ‘Next Section’ the screen expands as below.
This explains the reason why we may need to make a SAR for the applicant’s medical records and what they will/will not contain.
The applicant will need to confirm (Yes or No) that they are clear about the explanations of why we may do this and what we will be receiving.
If the applicant answers YES then the screen expands and an additional consent statement (‘Your declaration of consent’) is revealed:
If the applicant then answers YES to this statement then further wording will appear. This confirms they have now given their consent for Legal &
General to make a SAR to obtain their medical records from their GP on their behalf if it is needed for underwriting purposes.
They will receive a letter and an email (if we have the applicants email address) confirming their answers to these statements.
If the applicant answers NO to either consent statement then additional wording will appear. This confirms that if we subsequently need to make a SAR on an application which has had NO answered to either consent statement then a paper consent form will be issued.
You will be able to re-visit these statements within the online application form if the applicant is later happy to give consent online.
Summary and Apply screen
Once the statements have been answered you move to the current Summary and Apply screen.
If the applicant answered YES to the consent statements, the Adviser’s Declaration on this screen will include wording (highlighted in red below) to confirm the statements were read to the applicant.
Process for requesting
and receiving medical
records
if online consent HAS been given:
Application goes to Legal & General underwriters who decide if a SAR is required.
If a SAR is required and online consent has been given, the request is immediately triggered electronically to the applicants GP.
If the GP is enabled* with the Niche Health iGPR (Intelligent GP Reporting)
software, the SAR, and an image of the consent form, will appear on the GPs online clinical system.
*At launch (7 June 2015) around 50% of GP practices have signed up to use this new electronic service, this number will increase throughout 2015.
If the GP is not enabled then a paper request for the SAR will be automatically triggered to the GP with a copy of the online consent form.
The GP can then review the data within the applicant’s medical record and, with a few clicks, can arrange for it to be securely transmitted back to Legal & General. Medical records are transferred in a safe and secure manner that complies with the Data Protection Act and NHS security standards.
Note: the items mentioned on the consent screen that Legal & General don’t want to see will be automatically removed by the iGPR software with no intervention needed from the GP to do this.
Once medical records are transmitted back to Legal & General they will be instantly attached to the applicants OLP Connect application record and will be ready for an underwriter to review and make a final decision.
Benefits of this electronic end-to-end process
Current turnaround (average 14 days for return of paper consent form, average 30 days for return of paper based SAR) will be largely eliminated. Resulting in a faster, shorter and smoother end to end application journey for you and your clients.
The need for either you or Legal & General to review such medical records should be unnecessary.
Process for requesting
and receiving medical
records
if online consent HAS NOT been given:
If electronic consent is not given and a SAR is needed, a paper consent form will be automatically triggered.
Once the paper consent form is received back to Legal & General then a SAR is submitted electronically if the GP has the Niche Health iGPR software. This will include an image of the paper consent form.
If the GP does not have the Niche Health iGPR software a paper SAR will be automatically triggered to the GP with a copy of the relevant consent form.
In this case the current paper based process for issuing a SAR and receiving medical records will stay in place.
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