Women and those placed in the LCWRA group were significantly more likely to prefer telephone assessments, given a three-way choice, even when taking their age, health conditions and previous experience of assessments into account. Reasons given for not being comfortable with a video assessment included: Those with mental health conditions who were not comfortable with a video call were more likely to say it would make them nervous or anxious. The second survey was of Universal Credit (UC) or Employment Support Allowance (ESA) claimants who underwent a telephone Work Capability Assessment to assess whether they should be considered able to undergo any work-related activity. Nearly two thirds of claimants (65 per cent) were aware that they could have a third person present on the call for support. Here, only the PIP assessment outcome was a statistically significant predictor of channel preference. Furthermore, men were more likely to seek additional support (52 per cent) than women (44 per cent). Unweighted base: only claimants who are comfortable with video assessments (n=492). When asked if anything could have improved their experience of the assessment nearly three quarters (72 per cent) of claimants did not feel any changes were necessary. This may involve sharing this information with relevant authorities to ensure we comply with our policies and legal obligations. They do send out text messages for appointments yes. Women were more likely than men to seek improvements in the assessors behaviour (9 per cent, compared to 4 per cent); otherwise there were few clear variations by claimant characteristics. Unweighted base: All claimants (Whether the assessor provided clear explanation, n=1128) (Whether assessor listened and understood claimant n=1134). Its based on the results of over 250 responses to our readers survey which is still open. Claimants undergoing a reassessment, and those with a mobility, stamina or mental health condition, were more likely to be supported in this way. PIP telephone assessment questions was created by drummer53 I have a telephone assessment tomorrow and Ive been through all the guides but can find anything about what to expect in a telephone assessment, like what What a bad day is like for you - for example, on a bad day, Im so depressed I cant concentrate on anything, and getting out of bed is a huge struggle. You can learn more about these PIP medical assessments with questions on mental health by buying this book on this website. Above we describe how claimants with certain characteristics were more or less likely to prefer a particular assessment channel, for example those disallowed PIP were less likely to prefer telephone assessments. I am worried about the cost-of-living crisis, Requesting adjustments to the PIP assessment, Planning your journey to the PIP assessment, How to claim travel expenses for your PIP assessment. For PIP claimants one in ten (10 per cent) stated that the assessment needed to be face-to-face and 8 per cent asked for more information prior to the call. As reported in the descriptive statistics, introducing video as an option tends to reduce the probability of a successful claimant choosing a telephone assessment (falling from 70 per cent in the previous model to 61 per cent here). Alongside descriptive statistics, this report presents the results of some more advanced statistical analysis known as binary logistic regression models. This kind of assessment will result in you winning or not getting the benefits that you might be entitled to if you have been proven to be incapable due to your mental health condition. All percentages cited in this report are based on the weighted data and are rounded to the nearest whole number. Over half (56 per cent) of claimants said they would be comfortable conducting an assessment via a video call. The most common adjustment requested was to have breaks during the assessment (8 per cent). Similarly, those who had been disallowed PIP were more likely to say that they would have liked more information about what to expect (40 per cent) than those who were awarded PIP (22 per cent), or those with an unknown outcome (20 per cent). Seven in ten (70 per cent) of those placed in the LCWRA group said they would prefer a telephone assessment compared to just over four in ten (42 per cent) of those who had been awaiting further assessment. Those who had PIP awarded or had an unknown outcome at the time of the survey were more likely to have received additional support (50 and 48 per cent respectively) than those who were disallowed PIP (44 per cent). Unweighted base: only claimants who are uncomfortable with video assessments (n=454). The PIP assessment with questions on mental health is not based on the mental health concern you are facing. Claimants more likely to report this problem included those who were placed in the LCWRA group, than those who were awaiting further assessment; and those with mobility issues, than those without. Claimants were generally comfortable (79 per cent) sharing information about their condition with the assessor over the phone. Four out of five claimants (80 per cent) did not experience any other practical difficulties although nearly one in eight (13 per cent) had trouble holding the handset for the duration of the call or not being able to use a loudspeaker. Weighting refers to statistical adjustments that are made to survey data after they have been collected in order to improve the accuracy of the survey estimates. A multivariate analysis of the key drivers of preference for either a telephone, face-to-face or video assessment are presented in the Section on Preference for Assessment Channels. Answers were coded afterwards. You need to show that you need help with activities on more than half the days in a year in order to be eligible for the program. Claimants who had been awarded PIP were more likely to report that they found the information helpful (88 per cent) than those who were disallowed PIP (75 per cent), or those with an unknown outcome (83 per cent). Nine in ten (PIP - 90 per cent, WCA 93 per cent) claimants were satisfied that the assessor called on time. As your wife has received a text message then she will need to make sure that she answers the phone between the time stated in the text. Nearly two thirds of claimants (63 per cent) were aware that they could have a third person present on the call for support. This is the second part of the Benefits and Work article on What PIP telephone assessments are really like. In terms of coping on the telephone with the assessment, if you feel you cant maybe you can reorganise it? Claimants were asked whether there were any topics in relation to their condition that they found difficult to talk about over the telephone. As your wife has received a text message then she will need to make sure that she answers the phone between the time stated in the text. Older claimants were more comfortable (82 per cent of those aged 55 or older) than younger claimants (72 per cent of those aged under 35). Women were also more likely to report practical difficulties (36 per cent, compared to 26 per cent of men). However, over half (53 per cent) did not seek any additional support. Logistic regression analysis found that PIP assessment claimants awarded PIP were more likely to prefer telephone over a face-to-face assessment even after controlling for other factors likely to influence choice. The most common reasons for feeling comfortable with this assessment mode included being able to see the assessor whilst staying at home and being able to give visual evidence of health conditions. All interviews were conducted via telephone and lasted around 25 minutes. Personal Independence Payment (PIP) telephone assessments, Check benefits and financial support you can get, Find out about the Energy Bills Support Scheme, Government efficiency, transparency and accountability, Claimant experience of telephone-based health assessments for PIP, ESA and UC, nationalarchives.gov.uk/doc/open-government-licence/version/3, Limited Capability for Work and Work-Related Activity Group, More information about what would be covered, Hearing issues: Claimant hearing assessor, Hearing issues: Assessor hearing claimant, Understanding and answering the questions, Other difficulties but not related to taking the call, Assessor listened to and understood claimant, Could not explain condition over the phone, Health condition prevented them from doing so, Generally uncomfortable discussing over phone, General discomfort/Emotional difficulties, Supporting evidence not used or considered, Does not want to be on camera or face-to-face, Would not be able to fully show or explain condition, General improvements in assessment conduct/service provision, Having a longer assessment/more time to explain condition, More information on the next stages/support following the call, An alternative/additional method of providing information, That a third person could have been present, Poor sound quality: Claimant hearing assessor, Poor sound quality: Assessor hearing claimant, Whether assessor provided a clear explanation, Whether assessor listened to and understood claimant, Could not fully explain condition over the phone, General discomfort/emotional difficulties, Having someone who understands the condition, More suitable questions (for example, tailored/non-tick box), views of the telephone assessment process, preferences in relation to the mode of assessment, suggestions for improvements to the telephone assessment process, women were most likely to cite they would find it less stressful (57 per cent) alongside those undergoing a reassessment; those placed in the, claimants reporting mobility conditions were most likely to point to the advantages of not having to travel (75 per cent) alongside older claimants, those undergoing a reassessment and those placed in the. This approach allows us to estimate the relationship between each of these five variables on channel preference, while controlling for the other four factors. An example of data being processed may be a unique identifier stored in a cookie. Additionally, individuals who had their PIP claim awarded reported feeling more comfortable sharing information (73 per cent), than those who were awaiting their claim outcome or had their claim disallowed (66 per cent and 57 per cent respectively). This suggests that, when controlling for the factors used in this model, claimants within an unknown outcome, were no more likely to favour either telephone or face-to-face assessments. The most common reasons given were feeling better able to show their condition during a face-to-face assessment (69 per cent); finding it easier or more comfortable to speak to someone in person (47 per cent); easier to communicate with the assessor (43 per cent) and easier to build rapport with the assessor (20 per cent). The threshold was set at the 95 per cent level of statistical significance, meaning we can be 95 per cent sure that any difference we find in the survey data represents a difference in the claimant population. Women were more likely than men to say that telephone assessments are easier and more comfortable (69 per cent, compared to 58 per cent respectively). WebIntroduction. Namely, claimants with a PIP award were more likely to prefer telephone over a face-to-face assessment even after controlling for other factors likely to influence choice. Ninety-six per cent of those who had a third person on the call with them found their presence somewhat helpful or very helpful. We explain the following PIP tips: When you receive your PIP assessment appointment letter, you can check with your assessment provider that your assessment centre has everything you require to make you feel more comfortable. Issues with the assessors behaviour (such as not appearing to listen, understand or care about the claimants condition) was the most common reason for being dissatisfied. You may re-use this information (not including logos) free of charge in any format or medium, under the terms of the Open Government Licence or write to: Information Policy Team PIP has two components - daily living (contribution to the extra costs disabled people face in their day to day lives that do not relate to mobility) and mobility (contribution to the extra costs disabled people face in their day to day lives that relate to mobility). We explain the following: Firstly, you shouldnt expect the PIP assessor to be favourable towards you. Preparing for your PIP assessment. should she ring pip and update them about this they make a decision?england Note: Some claimants provided multiple responses. These kinds of professionals ensure that those requiring help and assistance from the Government are able to get it and play a key role in the health system. Notably, two fifths (41 per cent) of new PIP claimants reported to have had face-to-face assessments for health-related benefits in the past. Helping you understand, manage & improve your mental health and money issues. They need to use that actual phrase. Daisy2016 Forumite. Isabel Taylor The assessment outcome, gender, any previous experience of face-to-face assessments and presence of a mental health condition were significant predictors of a claimants channel preference. Nearly two thirds (64 per cent) of PIP claimants were making a new claim for PIP with the remainder undergoing a claim reassessment (where the claimant has migrated from DLA), a planned intervention (where DWP has scheduled a review of the claim) or unplanned intervention (as a result of a change of circumstances such as change in health). This is why you should always renew your PIP form to make sure that it corresponds well to how you are coping with your mental health condition. You may qualify for the Daily living difficulties part if you need help more than half of the time with things like: Preparing or eating food Each article is written by a team member with exposure to and experience in the subject matter. Satisfaction was highest among those placed in the LCWRA group, those with mobility conditions, and those who said they preferred telephone assessments over face-to-face. Not surprisingly, those undergoing a reassessment were more likely to have face-to-face experience (96 per cent), but also nearly two thirds (64 per cent) of new claimants had experience as part of a previous claim. Do be advised that the 'DWP' call handlers are not PIP advisers. This group is referred to as the unknown outcome group. The PIP assessment questions on mental health will be asking about the degree of assistance you need in daily activities. Note: Some respondents provided multiple responses. Tell us how often this happens and how it affects you. All face to face assessments have been suspended for at least 3 months. Figure 45 shows that, after holding all of the other model variables constant, the estimated probability of a claimant placed in the LCWRA group preferring a telephone assessment was 70 per cent compared to only a 15 per cent probability of still preferring a face-to-face assessment. Women were also more likely than men to say they would feel nervous (22 per cent compared to 12 per cent). When asked, 56 per cent of claimants said they would feel comfortable with having a video assessment in the future. The survey used quotas to meet required number of interviews by key variables (age, gender and assessment provider). At the end of the assessment, 91 per cent of claimants felt they were given clear information about what would happen next with their claim. Any reported differences in opinion by assessment outcome should therefore be interpreted with this in mind. Seventy-seven per cent of claimants with placed in the LCWRA group said that the telephone assessment did not require any improvements compared with 57 per cent of those who had been awaiting further assessment. someone helps or encourages you to go out. Nearly one third of claimants (31 per cent) were joined by someone to support them on the call, most commonly a family member (24 per cent). They do send out text messages for appointments yes. About a third (36 per cent) of claimants who were awarded PIP gave the same response. The psychological examination will be asking your thoughts and feelings about your present concern. Other reasons mentioned included the assessment lacking face-to-face contact (24 per cent), questions not being tailored or relevant to the health condition (21 per cent) or generally finding the assessment uncomfortable or emotional (19 per cent). Mental Health & Money Advice. This publication is available at https://www.gov.uk/government/publications/claimant-experience-of-telephone-based-health-assessments-for-pip-esa-and-uc/claimant-experience-of-telephone-based-health-assessments-for-pip-esa-and-uc. If you plan to do so, you should call the assessment centre in advance explaining that you wish to record the assessment they will explain what guidelines you will need to follow. 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