Access to public services breaching the Public Sector Equalities Duty

DmRitchie

I'm autistic with ADHD and dysgraphia. I have great difficulty talking on telephones, as I can be non-verbal from anxiety and frustration. This is challenging when dealing with private sector businesses, but I have come to expect that. Even those with websites, will only deal with certain things by telephone. While, I will also try and get another method of contact, "as their policy indirectly discriminates against me." Sometimes, I have no option but to use Relay UK, family, or friends. Recently, when dealing with a ticketing company, enquiring about a carers ticket, their response was, "as you need a carer, it would be best if they telephoned us!" Needless to say I won't be attending events with that company again.

However, when it comes to public services, no one should be faced with the issues of accessibility, whether that is for access, communication, or otherwise. I have for sometime complained that the PIP process requiring all contact to be initiated by phone (despite most other DWP services having online options) is a breach of the PSED. I will be shortly writing to raise this with my MP. I am now finding a similar challenge with trying to find an NHS dentist.

I've not been to a dentist since pre-covid. Relationship breakdown and other issues meant my previous NHS dentist discharged me. Having recently lost a filling, I finally remembered to look again. However, NHS guidance is to phone! Every dentist who is within 10 miles who may take NHS patients, either only have a telephone number or on their website when looking at NHS appointments, say "Phone to make an appointment!" I'm already anxious about dentists and going (not to mention actually finding the surgery if I get an appointment) to a new dentist doesn't decrease my anxiety. So not being able to contact the practice or the NHS other than by phone, again relying on support from others, is unacceptable in my opinion. I want to be independent, but when I can't access basic services on my own, it makes me feel like that for everything I've accomplished, I'm still a second class citizen, and a burden on society.

Perhaps, I'll make an appointment to meet with my MP, at least they have an email address.

Sandra7

so sorry to hear about your plight. We seem to have a society that it making it so difficult for so many people to access services.

Is it possible for you to visit any of the dentist on the NHS site in person? This may be more difficult than an email enquiry but sometimes you have to do what it takes to get what you want.

It is disappointing that modern life has been made it so difficult for so many, when advances should have things easier.

Trying to meet with your MP sounds like a plan to try to change things. Meeting face to face is always the most effective way to convey needs. The listener can pick up things that get missed on letters, forms, emails, telephone or zoom calls.

Next time your PIP is reviewed, I was told by the person who reinstated our daughter’s PIP that we could request a face to face interview. Many things were missed on a zoom call that were previously picked up when she was interviewed in person. For example they said she was of average weight when she is 149kg and they were able to see her difficulties walking as she walked into the room

Good luck

bookrabbit

I too am being shut out if services by this. It is completely unfair. I can't access a dentist or social services or mental health support. I find it particularly difficult that even those with an online form insist on calling you back. It gets your hopes up that finally someone will listen but then the door gets slammed in your face again:(