Face-to-face consultation FAQs


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


    No, we are currently only carrying out face-to-face consultations at our consultation centres. This is so we can ensure consultations are carried out in a Covid-19 controlled environment.


      If you have any concerns about travelling to the consultation centre, please contact us straightaway. This is so we can discuss what support may be available.


        If you, or anyone coming to the assessment with you, have symptoms of COVID-19 or have tested positive for COVID-19, you must not attend your face-to-face consultation. Please contact us as soon as possible so that we can rearrange your appointment. This will not affect your PIP claim.


          To protect you and our staff, and reduce the risk of anyone spreading or getting COVID-19, you must: 

          • not arrive more than 10 minutes early 
          • not bring children with you, and
          • use the hand sanitiser provided.


          We recommend you, and anyone who comes with you, wear a suitable face covering.
           


            We recommend that you, and anyone who comes with you, wear a suitable face covering, unless you, or anyone coming with you, have a reason for not wearing one. 


              To reduce the amount of time you will have to wait, we encourage you not to arrive more than 10 minutes before your appointment start time.


                All our consultation centres are accessible. If the consultation room is not on the ground floor, a lift will be available.


                  Yes, there will be disabled toilets available but we cannot help you to use these.


                    We encourage you to bring someone with you to your consultation. This could be a friend, family member, carer or support worker.

                    Your companion 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 will be translating or interpreting for you, they must be over 18 years of age.

                    Please do not bring children with you. If you cannot make childcare arrangements, please contact us as soon as possible so that we can discuss the best way to carry out your consultation.
                     


                      No, an appointee cannot attend a face-to-face consultation without the claimant.


                        Click here to find out what identification you need to bring with you.


                          We will refund your and your companion's travel expenses if you travel to the appointment by public transport, or pay for your mileage and parking if you drive there. Please fill in the claim form you received with your appointment letter and return it to us with all tickets and receipts for the public transport or parking. Use the envelope provided in your appointment letter – it does not need a stamp.

                          If you need to travel to your consultation by private taxi, it is important for this request to be made in advance. All requests will be considered on a case-by-case basis.


                            Your consultation will be carried out by one of our disability assessors. All our disability assessors are fully qualified and registered nurses, occupational therapists, physiotherapists or paramedics.


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


                                Our disability assessors come from a variety of backgrounds and are specially trained in carrying out functional consultations. 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 disability assessor 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 bring this with you and tell the disability assessor. They will ask you to send it to the DfC after your consultation.


                                      If you would like your face-to-face consultation to be audio recorded, please contact us as soon as possible before your appointment so that we can arrange this for you.

                                      We're here to support you.