Page 28 - Reforming Benefits Decision-Making

required to undergo an assessment, unless it is the only practicable way to
obtain the information needed to determine eligibility.

Mode of assessment

2.8 Face-to-face assessments were suspended from 17 March 2020 due to the
pandemic. Paper based assessment continued where possible and telephone
assessments were introduced from May 2020. A trial of video assessments
was also introduced for a small number of claimants. Face-to-face
assessments resumed from 17 May 2021 for those unable to be assessed via
other channels. On 25 March 2021 regulations came into force expressly
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allowing for ESA, UC and PIP medical examinations to take place in person,
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by telephone or by video.

2.9 It is unclear what proportion of decisions have been made without requiring
an assessment, and how this compares to the proportion decided without a
face-to-face assessment pre-pandemic. We know that many claimants find the
assessment process, whether conducted by telephone or face-to-face, stressful
50
and anxiety inducing. It would therefore be helpful to understand if the
pandemic has demonstrated that the system can function effectively without
the need to assess (via telephone or face-to-face) the vast majority of
claimants. The DWP has stated that as part of its integrated health assessment
pilot it will be trialling ways to “triage more effectively so that only those
people who need a face-to-face assessment will have to undergo one”. The
Minister for Disabilities has also mentioned the possibility of shorter, more

48 DWP, ‘Question for the Department for Work and Pensions UIN 7143’ (25 May 2021).
49 The Social Security (Claims and Payments, Employment and Support Allowance, Personal
Independence Payment and Universal Credit) (Telephone and Video Assessment) (Amendment)
Regulations 2021.
50 Research by the Money and Mental Health Policy Institute found that 93 per cent of survey
participants said that their mental health deteriorated in anticipation of a medical assessment and 85 per
cent said that their mental health deteriorated afterwards (N. Bond, R. Braverman and K. Evans, The
Benefits Assault Course (The Money and Mental Health Policy Institute, 2019) p. 26.

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