Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, pursuant to her Answer of 28 March 2018 to Question 133504 on Social Security Benefits: Medical Examinations, if she will list the key service levels her Department has agreed with the Centre for Health and Disability Assessments.

The key service levels agreed Centre for Health and Disability Assessments for the delivery of Health and Disability assessment Services are as follows:

Service Levels which do not attract financial redress:

• Number of complaints against Health Care Practitioners (HCP) made by Claimants after a consultation.
• Claimant Additional Requirements (same sex HCP, interpreter and call recording)
• Payment of travelling expenses to Claimants to be paid into a bank account
• Previous Did Not Attend Cases – Supplier must provide priority booking where the Claimant had good cause for not attending.
• Claimant satisfaction rate in independently commissioned survey relating to the quality of service provided and Claimant experience.
• Speed of Work Capability Assessment (WCA) Face to Face assessment clearance for initial referrals (Employment Support Allowance (ESA) and Universal Credit (UC)). Complemented by an age of outstanding service level for the same referral types.
• Cancellation of Face to Face Appointments: Claimant appointments cancelled by the Supplier

Service Levels which attract financial redress:

• Quality Service - Levels:

o Quality of assessments derived from the audit of all assessment reports deemed as acceptable without significant learning points (% grades A and B)

o Quality of assessments derived from the audit of all assessment reports deemed as acceptable without significant learning points (% grade A)

o % of reports in each month which are compliant and don’t require Re-work

• Volume - Service Levels:

o Completed Work Capability Assessment (WCA) by Face to Face consultation only

o Completed Work Capability Assessment (WCA) by Paper-Based Review or Face to Face consultation by region (a floor target)

o Terminally Ill (TI) cases end to end assessment process – clearance time target

o Advice including Disability Living Allowance/Attendance Allowance Terminally Ill (DLA/AA TI) – a clearance time target

o Speed of Clearance Target for non-WCA Benefits

o Old cases - referrals that have not been cleared within the Clearance Target

o Re-work of assessment reports deemed not fit for purpose. Original Assessment -Paper Based Review or Consultations (all benefits)

o Rework of assessment reports deemed not fit for purpose – Original Assessment – Disability Living Allowance /Attendance Allowance (DLA/AA) Advice

• Customer Service - Service Levels:

o Claimant call waiting time

o Face to Face Consultation waiting time - *excluding claimants sent home unseen

o Claimants sent home unseen where the cause is a Supplier act or omission