Source · Select Committees · Work and Pensions Committee
Recommendation 8
8
Accepted
Introduce requirement for Chief Medical Adviser to assess health impact of all significant DWP policies.
Recommendation
We recommend that as a part of a systems-based approach to safeguarding, the Department introduce an explicit requirement that all significant new policies and policy changes, including those that fall outside the disability service area, are assessed by the Chief Medical Advisor’s team to understand their potential health impact on claimants. This should be accompanied by an appropriate expansion in resources for the team if needed. In light of the Government’s commitment to improve safeguarding practices, to accompany the safe implementation of health and disability benefit reforms, we suggest it would be appropriate for the Department to consider reinvesting a portion of the estimated savings to fund this work. (Recommendation, Paragraph 39)
Government Response Summary
The government did not commit to the Chief Medical Advisor's team assessing all new policies for health impacts. Instead, it described existing ongoing efforts to improve accessibility, tailor services, and capture customer needs through updated processes and surveys.
Government Response
Accepted
HM Government
Accepted
In line with the Department’s commitment to evolving as a learning organisation, DWP is driving continuous improvement across its services. Central to this is ensuring that services are not only accessible but tailored to the diverse and often complex needs of all customers. This includes making reasonable adjustments and providing signposting where necessary. For example, when a customer discloses issues such as debt, colleagues can refer them to relevant local support services. DWP strives to continuously improve accessibility across its services, maintaining a cycle of ongoing review, applying a test-and-learn approach and working closely with external partners to ensure services are responsive to changing needs. Over the past operational year, the Department has: • Updated call scripts to ask about and record alternative format preferences and reasonable adjustment needs earlier in the customer journey. • Introduced new questions in the Employment and Support Allowance (ESA) online claim process to capture requirements for alternative formats. For Universal Credit customers, specific support needs are identified during the claim process, including accessibility requirements and additional challenges such as homelessness. Online claimants are also invited to complete a voluntary survey about any support they needed to make their claim. All responses are shared with colleagues to ensure appropriate support and adjustments are provided. These questions have been refined over time to improve both the quality of information available to staff and the response rates from customers.