The DWP is aiming to increase the proportion of face-to-face assessments
The Department for Work and Pensions (DWP) has acknowledged it is facing difficulties recruiting and retaining staff who conduct health and disability benefit assessments. it comes as it is pushing forward with plans to boost face-to-face checks.
In correspondence to the Work and Pensions Committee, Minister for Social Security and Disability Sir Stephen Timms stated that recruitment and retention “remain challenging” owing to competition in the broader healthcare labour market. The update emerges as the DWP seeks to increase the proportion of in-person assessments to approximately 30 per cent, forming part of a broader move away from telephone and video appointments.
Benefits impacted include Personal Independence Payment (PIP) and Employment and Support Allowance (ESA), where assessments are crucial in determining eligibility.
The UK Government stated that in certain cases a face-to-face assessment can offer a more precise picture of a claimant’s condition. Nevertheless, the acknowledgement prompts concerns about whether the system possesses sufficient capacity to manage the transition, reports the Daily Record.
Sir Stephen Timms said the DWP is collaborating with assessment providers to enhance recruitment, training and the overall working environment for staff. Health professionals conducting assessments are frequently recruited from nursing and other clinical positions, meaning providers must compete with the NHS and private healthcare employers.
The department said it is building capacity in a “managed and sustainable way”, indicating the shift towards more in-person assessments will be incremental. Despite mounting pressures, ministers maintain that the 30 per cent target remains “an achievable goal”.
Prior to the pandemic, the vast majority of disability benefit assessments were conducted face-to-face, but this fell dramatically during Covid as services shifted online. The UK Government has since been working to restore in-person checks, arguing they can lead to better decision-making in certain cases.
However, campaigners have long raised concerns about the stress and accessibility hurdles that face-to-face assessments can pose, particularly for those with serious health conditions or mobility difficulties.
The DWP has confirmed that a variety of assessment formats will continue, with phone and video appointments still available depending on individual needs. For those claiming benefits, the changes could mean an increased likelihood of being called in for an in-person assessment as the system continues to develop.
