Source · Select Committees · Work and Pensions Committee
Recommendation 21
21
Rejected
Paragraph: 98
The vast majority of assessments are still not recorded and auditing the reports may not...
Recommendation
The vast majority of assessments are still not recorded and auditing the reports may not pick up discrepancies between what a claimant has said or done in an assessment, and what is recorded in the report. We recommend the Department instructs providers to record assessments by default, with a clear opt-out rather than opt-in option, as recommended by the previous Committee and endorsed by all three 92 Health assessments for benefits current contractors. This will ensure that an objective record of assessments exists, providing reassurance to claimants and enabling quality auditing. This should be included in the new contracts for assessments from 2023.
Government Response Summary
The Department remains committed to retaining audio recording on an opt-in basis, giving claimants the choice of having their assessment recorded.
Paragraph Reference:
98
Government Response
Rejected
HM Government
Rejected
The Department remains committed to improving the health assessment process. Since the Work and Pensions Committee Report in 2018, the Department has worked closely with providers to test and implement the audio recording of health assessments. Progress included PIP providers moving to a digital solution for audio recording and PIP claimants can now make their own recordings on a device of their choosing. Audio recording is now available for face-to-face and telephone assessments with all the Department’s assessment providers. These arrangements are publicised on providers’ websites and in the assessment invitation letters to claimants. The Department remains committed to retaining audio recording on an opt-in basis, giving claimants the choice of having their assessment recorded. This recognises that audio recording could provide trust in the service for some claimants but also, that recording by default could inadvertently cause additional concerns about the assessment process for others, particularly when sharing detailed, personal information. The Health Transformation Programme is exploring the recording of assessments as part of its work to develop a new Health Assessment Service. The programme is looking at how audio recording can also be offered for video assessments and will be seeking ways to improve the whole process, including helping claimants to better understand the current availability of the opt-in option. The new Health Assessment Service will provide clear, simple information and instructions so people know what to expect and feel involved and informed. Further improvements include moving to an enhanced digital solution for the recording of WCA telephone assessments in the new Functional Assessment Service contracts, which start in 2024.