Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what steps her Department is taking to ensure that Disability Assessors who conduct assessments on the telephone are trained to appropriately interact with people who find phone calls difficult or stressful due to their medical condition.

The Department for Work and Pensions (DWP) understands that attending an assessment can be a stressful experience for some claimants. That is why we prioritise using existing paper-based evidence to determine benefit entitlement wherever possible. As part of the assessment process, every case is initially reviewed to assess whether a paper-based assessment can be made. Only when this is not feasible will a claimant be invited to attend an assessment.

Before issuing an assessment invitation, consideration is given to whether a claimant requires a specific assessment method due to their health condition or personal circumstances. If a claimant later informs us that a different assessment channel would be more suitable, or further evidence is received by the supplier, they will make any reasonable adjustments accordingly.

All health professionals are fully qualified in their health discipline and have passed strict recruitment and experience criteria. They are also required to be registered with the appropriate regulatory body. The department authorises health professionals to conduct assessments only after suppliers demonstrate that the health professionals has successfully completed a department approved training and appraisal programme. This process confirms that health professionals possess a sound understanding of the clinical aspects and likely functional effects of a broad range of health conditions and impairments, and that they have the necessary skills to engage with individuals in a supportive and sensitive manner. Guidance for health professionals is comprehensive and regularly updated, covering all aspects of the assessment process, including professional conduct during assessments.

Companions can also join telephone assessments, just as they would for face-to-face assessments. This is confirmed to the claimant in the initial assessment invitation letter. All suppliers have introduced the capacity for four-way calls during assessments. This means the claimant and the HP can be joined by a companion or advocate, as well as an interpreter if required. This enables claimants to receive the appropriate level of support during remote assessments.