Page 40 - Reforming Benefits Decision-Making

not included in the report. Such fundamental errors and omissions result in
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individuals being denied benefits they are entitled to and means they are faced
with a long fight to remedy the errors.

2.36 A solution to this issue that has been consistently proposed is to audio record
all assessments so that there is an accurate record of what was said. This
would both allow claimants to easily prove inaccuracies as well as
encouraging assessors to be more accurate in their report. As a result, it would
go some way to improving trust and confidence in the system. Crucially, it
would also reduce the number of appeals. Claimants can request that their
assessment be recorded, however this request must be made to the assessment
provider in advance of the assessment. The CHDA states that it will
accommodate requests where possible and provide equipment to record. For
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PIP assessments, claimants must provide their own recording equipment. This
must also meet certain specifications and more easily available recording
equipment, including PCs, tablets, smart phones, MP3 players and smart
watches, are prohibited. We welcome the DWP’s recent commitment to
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remove the requirement for claimants to bring their own devices in order for
the assessment to be recorded when face-to-face assessments return. We also
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understand that Atos has started to record telephone PIP assessments.
However, there have been reports of assessments being cancelled because
assessors did not wish to be recorded.
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2.37 We are concerned that claimants may not be fully aware of the utility of a
recording until they have undergone the assessment and seen their assessment
report. Claimants may also not realise that they need to request a recording or
request it in sufficient time. Therefore, the Working Party’s view is that all
health and disability assessments should be audio recorded on an ‘opt-
out’ basis. Decision letters should make clear that a copy of the recording

94 Work and Pensions Committee, PIP and ESA assessments: claimant experiences (see n 11 above)
para 10.
95 Health Assessment Advisory Service, ‘How do I request an audio recorded assessment?’
96 DWP, PIP Assessment Guide Part 1 (see n 86 above) p. 31.
97 R. Watling, ‘Letter to Ms Kemp-Welch TO2021/05481’ (11 February 2021).
98 Benefits and Work, ‘PIP assessments now being audio recorded’ (04 October 2020).

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