Previous section | Next section

Pre‐procedural considerations

Assessment and recording tools

Benefit calculators

Benefit calculators have replaced DWP Benefits Advisers. They are free to use, anonymous and help claimants find out what benefits they could get, how to claim and how their benefits will be affected if they start work. Different calculators are available dependent on what benefit is being considered and can be accessed through the DWP website. The website also sets out what information the claimant needs to have to hand before utilizing them and who should not use them, including those under 18 years of age or living abroad. The benefit calculators are described in Boxes 27.2 and 27.3.
Box 27.2
Use entitledto (https://www.entitledto.co.uk/) for information on
  • Income‐related benefits
  • Tax credits
  • Contribution‐based benefits
  • Council Tax reduction
  • Carer's Allowance
  • Universal Credit
  • How your benefits will be affected if you start work
Box 27.3
Use turn2us (https://www.turn2us.org.uk/) for information on
  • Income‐related benefits
  • Tax credits
  • Council tax reduction
  • Carer's Allowance
  • Universal Credit
  • How your benefits will be affected if you start work or change your working hours

Personal Independence Payment assessment criteria tool

There are ten daily living activities and two mobility activities. Each activity has descriptors that represent varying levels of ability needed to carry it out. For a descriptor to apply, the claimant must be able to carry out the activity safely, to an acceptable standard, repeatedly and in a reasonable time period. The ability to carry out an activity will be considered over a period of time to take account of the effects of a fluctuating health condition or disability. The assessment takes into account where claimants need the support of another person or persons to carry out an activity and where individuals need aids to complete activities. Individuals will receive a point score for each activity which determines whether a component is payable and at what rate. For each component, individuals will get the standard rate if they score a total of 8–11 points, or the enhanced rate if their scores add up to 12 points or more (DWP [74]).
Table 27.4 shows the PIP assessment criteria tool.
Table 27.4  Personal Independence Payment assessment criteria tool
ActivityPossible points
Daily living component (activities 1–10) 
Standard rate = 8 points
Enhanced rate = 12 points
 
  1 Preparing food0–8
  2 Taking nutrition0–10
  3 Managing therapy or monitoring a health condition0–8
  4 Washing and bathing0–8
  5 Managing toilet needs or incontinence0–8
  6 Dressing and undressing0–8
  7 Communicating verbally0–12
  8 Reading and understanding signs symbols and words0–8
  9 Engaging with other people face‐to‐face0–8
10 Making budgeting decisions0–6
Mobility component (activities 11–12)
Standard rate = 8 points
Enhanced rate = 12 points
11 Planning and following journeys0–12
12 Moving around0–12

Specific patient preparation

It is important that patients have their relevant personal information to hand before contacting the DWP to ensure the submission of claims is not delayed. Information required may vary dependent on the respective benefit; however, examples include the following:
  • contact details and date of birth
  • National Insurance number
  • bank or building society details
  • doctor's or health worker's name
  • details of any time spent abroad, or in a care home or hospital.
There is additional support available to patients who may need it.
  • Patients who have a hearing difficulty can access the British Sign Language (BSL) Video Relay Service trial.
  • The PIP claims number can be called to ask the DWP to use an alternative format when they contact the claimant, such as braille, large print or audio CD.
  • The telephone call can be made by someone supporting the claimant.
  • Patients who do not speak English as their first language can access provision made for this.
  • It is possible to request a paper claim form for someone who is unable to deal with DWP by telephone and has no one to support them with the claim.
Table 27.5  Prevention and resolution (Procedure guidelines 27.4, 27.5, 27.6 and 27.7)
ProblemCausePreventionAction
A claimant disagrees with a decision made by DWP.
  • A claimant does not believe DWP have fairly assessed their claim.
  • A claimant has submitted documentation that has not been interpreted in the same way by DWP.
  • Ensure all information submitted is accurate.
  • Ensure copies are kept of all documents submitted.
  • Visit the DWP website to read the instructions for making a claim before proceeding.
  • Discuss the decision with DWP.
  • Make a formal request to have the decision looked at again (known as ‘mandatory reconsideration’) if the claimant is still unhappy.
  • An appeal can be made to the Social Security and Child Support Tribunal.
A claimant is unhappy with the service they have received from DWP.
  • A claimant believes that DWP have not followed their procedures and guidelines.
  • A claimant believes they have not been fairly assessed or treated.
  • A claimant believes they have not been treated with respect or courtesy.
  • There is a misunderstanding or communication breakdown between DWP and the claimant.
  • Ensure all information submitted is accurate.
  • Ensure copies are kept of all documents submitted.
  • Visit the DWP website to read the instructions for making a claim before proceeding.
  • Education and training of DWP staff.
  • A complaint can be submitted to DWP through the complaints process.
Previous section | Next section