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Reasonable adjustments to telephone assessment
- Claire
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4 years 3 months ago #254624 by Claire
Reasonable adjustments to telephone assessment was created by Claire
Hello.
I originally had a telephone assessment for renewal of PIP booked for last Tuesday. I had emailed Capita (I'm in Northern Ireland) to say that I have a severe anxiety disorder and phonecalls cause me much distress, even for days beforehand. I asked was reasonable adjustments they could provide me under the disability discrimination act.
They didn't reply to my email so I continued to prep for my phone appointment. This meant a full night of missed sleep the day before, pacing about the house, taking extra medication, tears etc. (my partner also booked 4 days off work to support me as I was so upset beforehand) I was sitting waiting for my call at 9:15am and as I was waiting the post arrived. Including a letter from Capita saying my appointment is next Wednesday.
They never informed me my assessment was being rearranged and I broke down as I had just psyched myself up to do it. My partner rang on my behalf to ask what was going on and their computers were down. He rang again all day until 8pm and had no luck. He rang again yesterday and was eventually told my appointment was rearranged due to my email asking for info about reasonable adjustments. I never asked for it to be rearranged and hadn't received the info I requested.
Eventually the man on the phone said I could apply for a paper based assessment. I asked would I have the same opportunity to answer questions and give information and he said probably not. How can this be considered a reasonable adjustment if it puts people at a disadvantage by using it?
I asked for more info on how this works and he said to check the website as all the info is there. After we hung up we looked and there is no information about how it works.
My question is would a paper-based assessment put me at a disadvantage? I feel I'm disadvantaged either way as the phonecall will also make me ill from stress. And also, do Capita not have to make reasonable adjustments for people to be able to access the service? I would have thought a company that deals with disability day in day out would be expected to have things in place
Thank you
I originally had a telephone assessment for renewal of PIP booked for last Tuesday. I had emailed Capita (I'm in Northern Ireland) to say that I have a severe anxiety disorder and phonecalls cause me much distress, even for days beforehand. I asked was reasonable adjustments they could provide me under the disability discrimination act.
They didn't reply to my email so I continued to prep for my phone appointment. This meant a full night of missed sleep the day before, pacing about the house, taking extra medication, tears etc. (my partner also booked 4 days off work to support me as I was so upset beforehand) I was sitting waiting for my call at 9:15am and as I was waiting the post arrived. Including a letter from Capita saying my appointment is next Wednesday.
They never informed me my assessment was being rearranged and I broke down as I had just psyched myself up to do it. My partner rang on my behalf to ask what was going on and their computers were down. He rang again all day until 8pm and had no luck. He rang again yesterday and was eventually told my appointment was rearranged due to my email asking for info about reasonable adjustments. I never asked for it to be rearranged and hadn't received the info I requested.
Eventually the man on the phone said I could apply for a paper based assessment. I asked would I have the same opportunity to answer questions and give information and he said probably not. How can this be considered a reasonable adjustment if it puts people at a disadvantage by using it?
I asked for more info on how this works and he said to check the website as all the info is there. After we hung up we looked and there is no information about how it works.
My question is would a paper-based assessment put me at a disadvantage? I feel I'm disadvantaged either way as the phonecall will also make me ill from stress. And also, do Capita not have to make reasonable adjustments for people to be able to access the service? I would have thought a company that deals with disability day in day out would be expected to have things in place
Thank you
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- BIS
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4 years 3 months ago #254644 by BIS
Nothing on this board constitutes legal advice - always consult a professional about specific problems
Replied by BIS on topic Reasonable adjustments to telephone assessment
Hi Claire
I'm sorry that this has happened to you. Obviously, it is very distressing and especially when you weren't told about the change in appointment. I know nothing about how they operate in Northern Ireland, but the situation was made worse for you when you didn't receive a reply to your question.
In terms of reasonable adjustments, the one most likely to be given is a paper-based assessment. If speaking on the phone is detrimental to your health - that's the only one they can make for you and would be viewed as acceptable under the law.
In England claimants can make the request for a paper-based assessment, but they often need backup from a doctor as evidence that a phonecall would cause "overwhelming psychological distress," and even when they have the evidence that it is not always agreed. I don't know what happens in Northern Ireland when you ask for one.
A small number of assessments are paper-based and there are many more people who would prefer it. Are you at a disadvantage - not actually speaking to an assessor. I think it depends on how much evidence they already have and how much information you put on the form. Obviously, if it's paper-based they cannot ask you any additional questions. This could be viewed as a good thing because they can't catch you out on any issues, or it could be viewed as a bad thing because they can't ask for clarification. I can only say in my experience there are more people satisfied with their paper-based assessments than those who are not.
BIS
I'm sorry that this has happened to you. Obviously, it is very distressing and especially when you weren't told about the change in appointment. I know nothing about how they operate in Northern Ireland, but the situation was made worse for you when you didn't receive a reply to your question.
In terms of reasonable adjustments, the one most likely to be given is a paper-based assessment. If speaking on the phone is detrimental to your health - that's the only one they can make for you and would be viewed as acceptable under the law.
In England claimants can make the request for a paper-based assessment, but they often need backup from a doctor as evidence that a phonecall would cause "overwhelming psychological distress," and even when they have the evidence that it is not always agreed. I don't know what happens in Northern Ireland when you ask for one.
A small number of assessments are paper-based and there are many more people who would prefer it. Are you at a disadvantage - not actually speaking to an assessor. I think it depends on how much evidence they already have and how much information you put on the form. Obviously, if it's paper-based they cannot ask you any additional questions. This could be viewed as a good thing because they can't catch you out on any issues, or it could be viewed as a bad thing because they can't ask for clarification. I can only say in my experience there are more people satisfied with their paper-based assessments than those who are not.
BIS
Nothing on this board constitutes legal advice - always consult a professional about specific problems
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- Claire
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4 years 3 months ago #254654 by Claire
Replied by Claire on topic Reasonable adjustments to telephone assessment
Thank you for your response.
I'm honestly not sure what to do. On the one hand, I didn't send in much evidence as I simply haven't received much paperwork the past couple of years. I'm under the care of a psychiatrist and supposed to be seen every 3 months but its been 18 months now. Everything is so stretched and now it's worse with covid. But that's not to say I'm well. I'm currently agoraphobic and can't leave the house with panic attacks.
On the other hand, the last time I had a face-to-face appointment they said I didn't have any difficulties because I knew what day it was, and was therefore oriented in time and space.
I feel scared to go for paper-based if it means they will just use what they have to date. I think I will have to do the call and go through all the stress all over again
I'm honestly not sure what to do. On the one hand, I didn't send in much evidence as I simply haven't received much paperwork the past couple of years. I'm under the care of a psychiatrist and supposed to be seen every 3 months but its been 18 months now. Everything is so stretched and now it's worse with covid. But that's not to say I'm well. I'm currently agoraphobic and can't leave the house with panic attacks.
On the other hand, the last time I had a face-to-face appointment they said I didn't have any difficulties because I knew what day it was, and was therefore oriented in time and space.
I feel scared to go for paper-based if it means they will just use what they have to date. I think I will have to do the call and go through all the stress all over again
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- denby
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4 years 3 months ago #254697 by denby
Replied by denby on topic Reasonable adjustments to telephone assessment
Hi Claire, just to be an example of what BIS says. Our daughter was in meltdown at getting a text of a week's notice of a phone assessment. I managed to get her a paper based one instead in the end and she got Enhanced for DL and Mob for 3 years, for the first time in three applications without having to go through MR and Appeal. So we are delighted. We are in England so I can't say for sure how it will go for you over there. Best wishes, Denby
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