Source · Select Committees · Public Accounts Committee
Recommendation 26
26
Accepted
Department is piloting new health assessment services to improve disability benefit decision-making clarity
Conclusion
The Department is testing improvements to the how it decides disability benefits using functional health assessments by developing the new health assessment service and the PIP application service within health transformation areas located in London and Birmingham. It told us that part of the testing would look at how it can “make it clearer up front what it is that customers need to be telling [it], what [it is] looking for and what evidence is relevant to help [the Department] to get the decision right first time”.51 We heard that the Department intends to scale the testing into the contracts it will sign with interim providers, to include up to 20% of all new claims by 2026. The Department explained that it will need to work with providers and its evaluation team to determine what areas of the country it needs to expand testing into get the data it needs for a representative sample.52
Government Response Summary
The government agrees, confirming that HTP's claimant-focused design is informed by user research and will enable iterative development and tailored communication, aiming to increase trust and improve outcomes. It also highlights ongoing stakeholder engagement and public communication efforts.
Government Response
Accepted
HM Government
Accepted
The government agrees with the Committee’s recommendation. Recommendation implemented One of HTP's aims is to increase trust in disability benefits services. This cannot be achieved without working closely with claimants and their representatives and the department values the relationships it has built to ensure strong ongoing claimant voice. HTP service design has been informed by user research conducted with claimants, operational staff and health care professionals, including one-to-one sessions with claimants at each stage of their claim. This continued approach will enable the department to develop the new services iteratively and tailor communication to claimants’ needs. Since HTP began, the department has engaged with a significant number of stakeholder organisations, establishing positive relationships with representative groups by identifying opportunities for co-design and seeking their expertise before the department begins to develop and test new processes. The department is confident this proactive, collaborative approach to involve stakeholders will lead to better outcomes for claimants. The department has publicly communicated the scope and ambition of the programme through Written Statements to Parliament, the White Paper on Health and Disability and the Health Transformation Programme evaluation strategy. The department will continue to take opportunities to inform Parliament and the public about the changes that the Programme will bring and will publish a summary of the business case, once approved, in Spring 2024, alongside a summary of its Accounting Officer Assessment. Stakeholder engagement is gradually increasing as activity in the Programme accelerates and to recognise increasing external interest since the publication of the White Paper. The Programme is taking a long-term, phased approach that will move away from the current ways of operating, gradually and carefully. The department recognises the need to build awareness of the Programme and its plans as these develop and as the detail of the changes for claimants become clearer.