Personal Independence Payment
(asked on 19th March 2018) - View Source
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what assessment she has made of the levels of satisfaction of claimants at the assessment stage of the personal independence payment claims process in each of the last two years.
The Department for Work and Pensions monitors overall levels of satisfaction for most benefits, including Personal Independent Payment (PIP), via the Claimant Service and Experience Survey. The survey includes PIP claimants who have had contact with DWP in the three months prior to interview. The latest overall satisfaction figure for PIP was 87% in 2016/17 (76% in 2015/16). The research is available at:
https://www.gov.uk/government/publications/dwp-claimant-service-and-experience-survey-2016-to-2017
In relation to satisfaction levels of the Assessment Stage of PIP, it is a contractual requirement for PIP Assessment Providers to undertake regular claimant satisfaction reviews. Claimant satisfaction reviews are undertaken by a third party on behalf of Capita and Independent Assessment Services, and only after the case has been returned to the Department. Both Assessment Providers have exceeded the quarterly 90% target for Customer Satisfaction scores since the measure was introduced in autumn 2016.
The Department for Work and Pensions has also undertaken an extensive independent three wave evaluation (PIP Claimant Experience Evaluation) examining individuals’ experiences of all stages of the PIP journey. In total over 3,600 individuals have been interviewed. Findings show that individual’s experiences of the Assessment Stage were mainly positive, with 89% of claimants agreeing the assessor treated them with respect and dignity and 81% agreeing they understood what was being asked of them in the assessment. Results from this stage of the evaluation were published on 18th December 2017 and are available at: