Anonymously share your thoughts to help telephone and video assessments improve

Ross_Alumni

Share your thoughts on video and telephone assessments to help Scope formulate a response to the DWP

Note, details of your comments on this discussion and those emailed will be used to form Scope's response to the DWP, and no personal or identifiable details will be shared.

The Department for Work and Pensions (DWP) is currently consulting on the future of the welfare system and they are seeking views about how benefits and employment support should work in the future.

Scope are gathering ideas and experiences to form a powerful response to DWP to ensure that any new system works as well as possible for disabled people. 

One of the questions looks at telephone and video assessments and we would like to gather views from the online community to support Scope’s answer. The DWP want to know:

“How could we improve telephone and video assessments, including making sure they are as accurate as possible?”

If you’ve had a telephone or video assessment, please tell us how you think it could’ve been better. This could be anything about how the assessment was conducted, for example reasonable adjustments, the role of your support network/advocates, the questions asked, the length of the assessment and so on. 

This could also include any changes prior to the assessment, such as the information you received, which would have improved your experience of the assessment.

If you do not want to share your answer within the comments, please email our policy team at [email protected].

Please note, we would encourage you to also respond to the consultation as an individual, you can find the consultation here, you do not have to answer every question.  Many voices will more likely be heard.

Thank you!

Ross_Alumni

Just to note, this is completely anonymous and your comments will be used to help Scope formulate a response to the DWP about how assessments can be improved.

JKC

Well, i will never go to another assessment unless i record both video & audio myself after the last one i had, thing i felt were important were ignored, mental health was not taken seriously and the interviewer thought a huge majority of people were faking it all, he even said so, wished i had taped that part, my heart sank when he said that, i thought "what chance has any of us now" my assessment was failed in ESA claim and i was left with nothing for 6mths, i took it to tribunal which i won back all i lost, but the stress was terrible, so i think it should be made law that we can also record audio & visual too..for all assessments, PIP, ESA, DLA or anything of the others.

JS69

My son and myself had to endure a telephone tribunal back in January, he has autism and I was his appointee. I telephone assessment is hard when someone has autism as they couldn’t see him fidgeting, getting stressed, sweating, wandering around the room, they also wouldn’t let me help him with the answers and told me to be quiet even though I was his appointee. 

When he had his face to face a year or so before I wish I could have recorded that interview as what the assessor writes is all lies and you have no back up for your case if it needs to go to MR then tribunal, and they basically take the assessors word for it over yours. Asking an autistic person to touch each finger to thumb isn’t a great assessment for his condition  in my opinion, I feel
like the assessment should match the disability in some way. It’s To late for my son now as he will never go through that trauma again (his words) .

Ross_Alumni

Thanks for sharing  

Stoney316uk21

The assesors view whether phone ,video or face to face over rules gps and specialists on the form they ask for details (whats the point) they NEVER contact them because they dont want proving wrong .they make their own mind up reading the form before contacting you.they was only paramedics  nurses etc nothing of magnitude of specialists or gps otherwise they would be doing that getting paid more .assesors unless they have gone through it or have it WILL NEVER understand the issues and consequences of their own doing for disabled people .because of covid i struggled for support almost sectioned under the mental health act now im only just going to therapy and phsyciatrists .bet that wont be enough evidence either .because of them i came extremely close to taking my own life but that wont matter to them . 

jsjswood

I had a phone assessment for my PIP claim. Never again do I want a phone assessment as I hated it. It was a utter nightmare. I was shaking like a leaf. It was horrible. My sister in law was my appointee but she was told to shut by the assessor. I didn't hear that bit but my sister in law did which disgusted her. I would much rather have had a video or face to face assessment but since we never got asked what type of assessment we would like, we didn't have much choice. The assessor basically said that there was not enough wrong with me to get pip. She claimed that I converse with other people  As I have over 300 blocked phone numbers on my phone I don't call that conversing with other people 
 As I have low back pain, I have a sock aid to help me put my socks on in the mornings but she said I can get dressed unaided!  I wasn't very happy with that assessor. 

Stoney316uk21

I have frontal lobe damage which affects numerous mental things.
Flashbacks,memory loss ,personality flips,brain fog tremouring eyes arms hands back and leg spasms insomnia and more .i didnt have anythimg wrong and my cognitive function was above average .yet i had surrendered my hgv and pcv license because of my issues.me driving a coach with 60+people on then flipping out not a wise idea .my asessor lied and when i challenged it because my temper flared i lied according to them .if i get face to face im turning on our internal cctv with audio 
Ive ordered a dictaphone to record calls too.

bart70

It would be better if you were able to speak to a professional linked to your illness rather than a random Lucknow the draw. If the professional actually listened to what you said rather than just jumped to conclusions. If they took the time to listen to how your illness affects you as they should. We’re not just a number we’re people. I found that rather than ask more questions the Nurse who did mine just came to her own conclusions and added bits to justify it. 

The overall waiting time was horrendous, yes we know Covid has left them short, but where the paper evidence is quite good why not a temp award while waiting? 

[Deleted User]

I,ve never had a telephone assessment,but it's going to be like a face to face one,but without seeing you.These assessments are so degrading,they can talk down to you,or they can be really friendly with you,like saying things like,I understand,it must be hard/painful for you or bless your heart,what is suppose to make you thing,she/hes nice so then they think you will open up to them,my opinion is I dont think they read all of the forms ,especially if we.ve given them extra information about our conditions and so on,then some lie in the assessments,for us not to get what were entitled too ,to them were just low lifes.when you have a condition what is never going to get better we shouldn't have to have these assessments,no wonder some sick/disabled people think what is the point of going on with life,because I have thought it,less for them to pay out,which is so so wrong and disgusting,how can sick/disabled be treated like that.At the end of the day any genuine person on benefits,for what ever the reason,working or not working,the dwp arnt interested in us one little bit.I feel strongly about this,because people should not be treated like a nobody. 

Stoney316uk21

PLEASE all be aware the telephone assesments say they are recorded but THEY ARE NOT this was when i challenged the capita assesors over how they treated me and gave verbal to my wife .so PLEASE RECORD IT YOURSELF .

JKC

(Removed by moderator, unsubstantiated and potentially defamatory remarks)

"The executive in charge of running medical assessments for benefits claims at Atos Healthcare has offered an apology to those long-term sick it has incorrectly assessed as being "fit for work" in 2013. All companies since have been just as bad.

JPW

Never go alone or speak for yourself. Have someone advocate as much as possible from start to finish. 

Stick to your esa 50 form words and add if things got worse. 

I’m what you would call high functioning or very able or capable it appears. 

Adhd autistic and dyspraxic. 

Oh yes I can hold an argument a job I have for 25 years but I’m worn out burned out. I think I still can but others and my health say otherwise. If I don’t slow down I fear my health. I’ve had to go back to the beginning and get someone to help me fill in and advocate. It’s frustrating embarrassing and against everything I am but unless I want recognition for my condition and it’s impact on my health then I must. 

JPW

On the DWP and it’s service. 

Application is poor accessing forms is poor. Telephone calls take way too long and cut you off. Postal works best. 

Use your mp. 

Assessments are misleading and derogatory and don’t take account of that day or afterwards or that you might mask well. Cover up and meds up to get through. 

No grace period for payments you either get or don’t. 

Very specific criteria that don’t cover all aspects of disability and it’s impact on a person. 

Working entitlement is very poor esa contribution or nothing. Where is the long term disability working support network. 

Hartnsoul

I had my first telephone assessment where it started with is my condition still the same, better or worse since previous assessment. Then he never asked a single question about it. When asking about my daily routine when I stopped to think about what to say as I need so much sleep, he answered for me and never allowed me to correct him. Then he used that against me stating Id said it! I appealed, asking them to listen to the recording, assuming it would be, as I felt I should be suing him for that but will use it in my formal complaint anyway. The questions asked were so I could appear totally well while he omitted relevant parts where Id answer demonstrating my disabilities. For example, He asked if I washed and dressed myself, which I do, but no chance to explain the difficulties I have when my condition is bad. My report stated in great detail what food I eat, and apparently cook daily, but not one single word about my condition, but it was the lies that made me so determined to fight and win my appeal. I simply sent in copies of my consultants and doctors reports and asked why none of this was discussed or mentioned. 
I wonder how much money theyre saving by employing so many more office juniors as health professionals who arent qualified to be professionals at all? The cost of all the appeals must surely be a measure if their incompetence? 

MarkM88

Hartnsoul said:

I wonder how much money theyre saving by employing so many more office juniors as health professionals who arent qualified to be professionals at all? The cost of all the appeals must surely be a measure if their incompetence? 

The clue is in the name. 

They are clearly not office staff. 

They are a currently registered healthcare professional e.g. nurse, paramedic, etc. 

So they are qualified. 

JPW

MarkN88 said:

Hartnsoul said:

I wonder how much money theyre saving by employing so many more office juniors as health professionals who arent qualified to be professionals at all? The cost of all the appeals must surely be a measure if their incompetence? 

The clue is in the name. 

They are clearly not office staff. 

They are a currently registered healthcare professional e.g. nurse, paramedic, etc. 

So they are qualified. 

I have never seen an official credential in any assessment let alone telephone assessments. I could be talking to plumber for all I know. 

Also it’s always been a 1-1 assessment so can be viewed biased both ways yet always in favour of the HCP not the claimant. Often the claimant is the one under such scrutiny to prove beyond doubt using DWP criteria. Yet try and appeal on ableism or poor criteria and you’ll find the same  poor support network and laws benefit anyone but the claimant. 

Consistency none contradictions many. 

I read a stat that said only 10% of working assessments were refused and zero on appeal. I must be the anomaly then. I’ve failed multiple times and have the same issues as most with my condition who easily qualify. But i fill my own forms in. That is ableist. I can find no other reason for refusal. 

Stoney316uk21

But they CANNOT over rule a gp or specialist but they appear to they dont have the expertise to become one thats why they do this .

aries

Hi all,
I have recently had a telephone assessment for universal credit.
for the first time I spoke to a nurse who understood my disabilities and medical problems. I suffer with peripheral artery disease which severely affects my mobility. She seemed to understand this and the threat of amputation. Never experienced someone who understood!
ive recently been diagnosed with gastroperisis (not the right spelling) and this has had a major impact on my life. Being sick, vomiting, dry vomiting etc. Stomach pain daily, plus incontenance.
she said although rare she knew exactly what I was describing and understood how it limits my life.
so speaking to someone who has knowledge is essential I believe. It was refreshing to speak to someone who understood. 

Thank you 

MandyJF

My adult son was diagnosed with autism in September and when we eventually had the telephone assessment for PIP in May, he scored no points. I was allowed to listen but not contribute. The assessor showed no awareness that she was speaking to someone who was shutting down with anxiety due to his autism, and didn't seem able to interpret what he was actually saying. For example, he said that he could physically leave the house, but mentally he can't bring himself to and hasn't left the house for several months. All that mattered to her was that he could walk. She had no autism training whatsoever. The form information was completely ignored. She also asked why he wasn't receiving mental health services; if she'd checked with our authority, she would have known that the GP doesn't give this service to people under the autism team, and the autism team have limited short blocks of input, which is why we're having to find money to pay for private counselling. This was all ignored also. I believe that these phone assessors are actually guilty of discrimination against less visible disabilities such as autism, and should be brought to task with a legal challenge.

MarkM88

Stoney316uk21 said:

But they CANNOT over rule a gp or specialist but they appear to they dont have the expertise to become one thats why they do this .

There is no over ruling to do though. 

The HCP is not there to do a medical assessment, they are there to do a functionality assessment in relation to PIP descriptors. 

A specialist or GP will have no knowledge of how you are affected or impacted in day to day life apart from what you tell them, they are unlikely to have seen you take a shower, or go to the toilet, or walk to the shop or cook a meal and therefore can’t comment, so what’s to over rule?