Your telephone assessment


Before your assessment
 
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After your assessment
 
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During your telephone assessment
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Any questions?
 
Go to FAQs page
Video relay service

 
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Before your assessment

Let us know if you would like to...

  • Change your appointment - it's really important that you keep your appointment. If you don't, we will return your claim to the DWP. If you cannot keep your appointment for any reason, tell us straight away. You can only change your appointment once. 
  • Request a language translator or British Sign Language interpreter
  • Request an appointment with a health professional of a specific gender
  • Have your assessment audio recorded

 

What you need for your telephone assessment

  • Proof of ID - you will not be asked to show ID, but you will be asked some security questions.
  • Your telephone - if we are calling you on your mobile phone, make sure your phone is fully charged before the assessment. Try to be in a quiet place, with a good signal and no background noise.
  • Any new evidence - if you have any new evidence of how your health condition or disability affects your daily life, please discuss this with the health professional. You will need to send this to the DWP after your assessment.

 

Who can join you at your assessment?

We encourage you to have someone with you during your 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 will be translating or interpreting for you, they must be over 18.

If your companion cannot be with you in person, we can add them to the telephone call. We will call you first, so please let the health professional know if you would like your companion to be added to the call. You will need to provide their telephone number and they need to be ready to answer the phone at the time of your appointment.

If there are, for any reason, issues with the signal or telephone line, we will try and call you back. 

Audio recording

You can have your assessment audio recorded. If you would like to do this, please contact us as soon as possible before your assessment so that we can arrange this for you.

Before the assessment, you will need to agree to how the recording can be used.

If you decide you no longer want your assessment to be recorded, let the health professional know. They will stop the recording and your assessment will continue as normal.

After your appointment, you will receive a link to your recording by text message or email, and a separate text message with a one-time password. The password will expire after 24 hours and can only be used once to access and download your recording. This is to protect you and the information you provided at your appointment.

If you would like a CD copy of the recording, please let the health professional know. We will also keep a copy of the recording.

After your assessment, if you have any difficulties accessing your recording, or need a CD copy, please contact us

To find out more about audio recording, please visit our FAQs page.
 

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During your assessment

Be ready for the call...

You need to be ready for the health professional to call you at the time of your appointment. The call will come from a withheld number. We will attempt to call you more than once. If you do not answer the phone, we will return your claim to the DWP.

Remember to let the health professional know if you would like your companion to be added to the call.

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

The health professional will need to ask you some identification questions before your assessment can go ahead. If you have any concerns that the health professional is not who they say they are, please get in touch.

Contact us

 

Our health professionals are specially trained to carry out functional assessments.

It is important to remember that the assessment is not medical, so the health professional is not looking to diagnose your symptoms or recommend treatment. Instead, it will focus on how your health condition or disability impacts your day-to-day life. The health professional will ask you how you manage your daily activities and will record your answers on a laptop. This is your opportunity to explain how your health condition or disability affects you.

The assessment will take as long as is necessary for the health professional to gather the information they need - this is usually around an hour.
 

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Video relay service

If you need a British Sign Language (BSL) interpreter...

If you are a British Sign Language user, your telephone assessment will take place using our video relay service. This service is free of charge and the interpreters are fully qualified and registered. 

To use the video relay service, you will need:

  • A computer or laptop with a webcam, a highspeed internet connection and Firefox/Chrome for Windows or Safari for Mac, or
  • A tablet or smartphone (iOS devices 8 or upwards) or (Android 4.4 upwards) with a 3G or 4G data plan

 

If you are invited for a telephone assessment using our video relay service but do not have the necessary equipment, please contact us as soon as possible.

To join your assessment, you need to:

 

At the time of your appointment, please connect to SignVideo and tell them that you are calling Capita for your PIP assessment.
 

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After your assessment

The health professional will write a report for the DWP.

The report will be based on the evidence 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. This letter will also tell you what to do next if you do not agree with the decision.

When you get your decision letter, if you want a copy of the assessment report, or you have any questions about your claim or the decision, please phone the DWP (Monday-Friday 9am-5pm) on 0800 121 4433 (textphone: 0800 121 4493). 

If you have hearing or speech difficulties, you can also contact DWP through Relay UK or their Video Relay Service.

To find out more about PIP decisions, watch this short video.

 

Key things to know about your PIP decision

We're here to support you.