Page 30 - Reforming Benefits Decision-Making -(updated - August 2021)

characteristics of claimants. In addition, they should evaluate the
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impact that the different modes of assessment have on claimants.

2.12 We are pleased to hear that DWP will retain multi-channel assessments post-
pandemic and recommend that, subject to the findings of the above
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evaluation, where a health and disability assessment is required, wherever
possible, claimants should be offered the choice of having this conducted
via telephone, video or face-to-face. These options should be given in
simple language in any correspondence from the DWP. We note that in
any event telephone assessments should already be available as a reasonable
adjustment for those who require them due to their disability. DWP guidance
and training should make this clear.
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Quality and transparency of assessments

Assessor expertise

2.13 WCA and PIP assessments use a generalist assessor model. This means that
they pay no regard to the specialist expertise of individual assessors in
assigning cases. 56 Assessments are therefore often carried out by assessors
with no expertise in a claimant’s condition. There are particular concerns that
many assessors do not have the appropriate training or expertise in mental
health and fluctuating conditions. The DWP state that due to the functional
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rather than clinical nature of the assessments, clinical expertise is not
required. They note that all HCPs receive training including on how to assess
claimants with intellectual, cognitive and mental health conditions and have

53 SSAC, A review of the Covid-19 temporary measures (see n.12 above) p.23.
54 Justin Tomlinson MP, ‘Work and Pensions Committee Oral evidence: Disability employment gap’
(see n. 17 above) Q 274.
55 See recommendation at para 2.103 below regarding training on reasonable adjustments.
56 Work and Pensions Committee, PIP and ESA assessments: Seventh Report (see n. 11 above) para 39.
57 Respondents to a survey conducted by Z2K stated that assessors failed to understand their condition
because of a lack of relevant expertise. Z2K, #PeopleBeforeProcess – The state of disability benefit
assessments and the urgent need for reform (May 2021); N. Bond et al., The Benefits Assault Course
(see n. 50 above) p. 28.

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