You may have questions about the video assessment process. Here are a selection of some commonly asked questions and answers to help you. Simply click on a question to see the answer.

    Try to re-join the assessment. If you are unable to, or if the connection is still poor, the health professional will call you and the assessment will be carried out over the telephone instead. If you lose connection and the health professional does not contact you, please get in touch with us.

      Please click here to test your device before your assessment. If you have trouble joining on the day of your assessment, please contact us straightaway.

        Please let the health professional know if you feel unable to carry out any of the movements. You should not do anything that will cause you pain or discomfort.

          Yes. If you have an appointee, they must join the assessment. If you cannot be with them in person, we can add you to the video assessment. You and your appointee must be present for the video assessment to go ahead. 

            Yes, we encourage you to have someone with you during the assessment. If your companion cannot be with you in person, we can add them to the video assessment.

            If you would like your companion to be added to the assessment, please let the health professional know at the start of your assessment. They will ask you for your companion's telephone number or email address and will send a link for them to join the assessment. Your companion needs to be ready at the time of your appointment.

            It is useful if your companion can test their device before the assessment by clicking here.

              Your assessment will be carried out by one of our health professionals. All our health professional are fully qualified and registered nurses, occupational therapists, physiotherapists or paramedics.

                The health professional will connect with you via video from the waiting room at your appointment time. They will tell you their name and explain that they will be carrying out your video assessment.

                If you have any concerns that the health professional is not who they say they are, please abandon the call and contact us.

                  Yes, the health professional will have seen your ‘How your disability affects you’ form and any supporting information you sent in as part of your claim.

                    Our health professionals come from a variety of backgrounds and are specially trained in carrying out functional assessments. They are there to assess how your health condition or disability affects you and they have knowledge of a wide range of health conditions and disabilities.

                      Yes, the health professional will ask you questions to understand whether your condition changes and how this impacts you.

                        If you have additional evidence that you have not already submitted, please discuss this with the health professional. They will ask you to send this to the DWP after your assessment.

                          You are not permitted to record your video assessment or the health professional. We are also unable to record the video assessment.