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Video Assessments

We are currently working with the Department for Work and Pensions (DWP) to trial the use of video assessments. By taking part in this trial, you are helping us to explore the future delivery of disability and health assessments.

During the assessment, you will be able to see and hear the health professional and they will be able to see and hear you. This will help the health professional understand how your health condition or disability affects you.

You are not permitted to record or take photographs of the assessment or the health professional. You will have the option to turn your camera off at any point during the assessment.

Who can you have with you

We encourage you to have someone with you during the assessment. This could be a friend, family member, carer or support worker. They should not speak for you, but they can help you to answer any questions or explain the difficulties you face more clearly. If your companion cannot be with you in person, we can add them to the video assessment. Just let the health professional know at the beginning of the assessment.

Your companion will need a device with a front-facing camera, speakers, microphone and an internet connection.

Before the assessment

If you decide you no longer want to have a video assessment, you can opt out at any time. You can call us before your assessment, or you can let the health professional know at the start of the assessment. If you choose to opt out, your assessment will be carried out by telephone and this will not affect your PIP claim.

What you will need to take part in the video assessment

To take part, please check you have the following:

  • A desktop computer, laptop, tablet, or mobile phone that has a front-facing camera, speakers, and microphone.
  • A good stable internet connection. If you can watch a video online without buffering, your internet connection should be suitable for a video assessment
  • A private area where you will not be disturbed
  • Your device should be using one of these browsers:
    • Safari (Apple computer, iPad or iPhone)
    • Google Chrome (Windows computer or android tablet/smartphone)
    • Microsoft Edge (Windows computer)

Checking your device is set up correctly

It is useful to check that your device is set up correctly before your video assessment. Please click here for more information and to test your device.

If your device is set up correctly, you will see this screen saying: 'You are able to make WebRTC calls'.

If we notice that something isn't quite right, you will see this screen:

This is usually easy to fix, click here for additional guidance on how to get your device ready for your video assessment.

Joining the video assessment

Here is a step by step guide on how to connect to the video assessment and what you can expect to see.

Step 1

Click here to access your video assessment.

Step 2

After clicking the link, you will see the screen below. Please click 'Start video call'.

Step 3

You will then see this screen. Follow the steps to check your device is ready for your assessment.

Step 4

Enter your name, date of birth and telephone number. Please read and accept the Terms of Use by ticking the box, then click 'Continue'.

Step 5

Read the information on the screen and click 'Start Call'.

Step 6

You will then be entered into the waiting area.

The health professional will start the video assessment at the time of your appointment and you will be able to see and hear each other.

If the health professional is going to be late, they will send you a message to let you know. If you are having difficulties joining the waiting room, please contact us as soon as possible.

Step 7

The health professional will identify themselves by telling you their name and saying that they are from Capita PIP.

They will then need to ask you some identification questions before your assessment can go ahead.

Step 8

If your companion is not with you in person and you would like them to be added to the video call, please let the health professional know. They will ask you for your companion's telephone number or email address and your companion will receive a link to join the video assessment.

Your companion needs to be ready at the time of your assessment and they will also need a device with a front-facing camera, speakers, microphone and an internet connection.

Once your companion joins, you will be able to see yourself, your companion and the health professional.

During the assessment

Our health professionals are specially trained in assessing disability needs. They will ask you how you manage your daily activities and will be typing your answers into their report. The assessment will take as long as is necessary for the health professional to gather the information they need, and it can last up to an hour.

You might be asked to do a range of simple movements to help show how you manage some activities. You will not have to do anything that is uncomfortable for you or causes any pain. You will not have to adjust any clothing or have a physical examination.

Once the assessment has been completed, the health professional will end the video call.

After the assessment

The health professional will write a report based on the information you have provided, as well as anything you discussed during your assessment. They will send the report to the DWP so they can make a decision on your claim.

The DWP will look at your claim and all supporting information. This includes the assessment report, your 'How your disability affects you' form and any other evidence you have provided. Once they have made their decision, they will write to you to tell you if you can get PIP.

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