Page 104 - Reforming Benefits Decision-Making

by way of an infographic or flow chart. This should be provided with all
decision letters.

Use of video

4.12 As previous JUSTICE reports have noted, video is an effective means of
conveying information, in particular to individuals that may for a variety of
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reasons have difficulties reading text. There are already a number of videos
produced by the DWP in respect of PIP and UC. There is also a set of
292
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videos produced by the Centre for Health and Disability Assessments
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(CHDA) which carries out WCAs. However, as with some of the guidance,
they are not straightforward to find. There is a link to a video on the
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Independent Assessment Services (which provides PIP assessments), but the
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video is ‘unavailable’ when you click on it. The Working Party also had
concerns about how engaging and relatable the videos were. The DWP videos
do not feature any people and just display text, icons or screenshots of online
forms. The CHDA ones are more engaging as they show real people preparing
for and attending a WCA. However, the main “What to Expect at Your Health
Assessment” is overly long, at almost 15 minutes. The DfC have produced a
good video explaining what to expect at a PIP assessment. Like the CHDA
video it shows real people – a claimant and their carer – attending an
assessment but is much shorter at five minutes. We are pleased that all the
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videos are subtitled and can be viewed in British Sign Language, however it

291 JUSTICE, Immigration and Asylum: a Fresh Look (2018), para 4.14, JUSTICE Scotland, Legal
Assistance in the Police Station (2018), paras 3.27-3.29; JUSTICE, Understanding Courts (2019) paras
2.4, 2.12 and 2.32 – 2.37.
292 DWP, Understanding PIP (May 2021).
293 Universal Credit in Action (YouTube)
294 Health Assessment Advisory Service, Videos (2016).
295 There is a link to the PIP video guides at the bottom of DWP, Personal Independence Payment
(PIP) page but it is small and easily missed. The DWP, Universal Credit page does not link to the
videos and you have to go through CHDA’s own website (not the gov.uk pages) to find the WCA
videos.
296 Independent Assessment Services, At your PIP consultation
297 nidirect, PIP Assessment – what to expect (YouTube, 2019)

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