Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what steps she has taken to ensure the accuracy of phone-based assessments for Personal Independence Payments claimants.

The department is absolutely committed to ensuring claimants receive high quality, objective and accurate assessments, as part of the suite of evidence the department uses to decide entitlement.

In response to the COVID-19 pandemic, DWP worked at pace with its providers to deliver telephone and video assessments, changing from face-to-face assessments with minimum delay to the service for claimants. In line with feedback from our Health and Disability Green Paper consultation (2021), we continue to offer telephone and video assessments, alongside face-to-face and paper-based assessments.

The development of the future health assessment strategy will be supported by a programme of in-house analysis, and externally commissioned research into the outcomes and experiences of the multi-channel approach.

Assessment providers work continuously to drive improvements in assessment services, and the department ensures a high standard is maintained across all types of assessment. An Independent Audit function continually monitors performance and provides feedback to the assessment providers. Claimants also have the option to request an audio recording of their Personal Independence Payment telephone assessment, which can improve trust in the process.