THE Department for Work and Pensions has said it will investigate a “disturbing” benefits phonecall carried out by an assessment provider “as a matter of urgency” after an MSP was left horrified by her experience.
SNP MSP Karen Adam was speaking to the DWP earlier this week as part of a Personal Independence Payment (PIP) assessment for a family member who is unable to look after themselves due to being neurodivergent.
Her relative had been receiving the benefit for seven years, but the staff member on the other end of the phone began asking whether the family member couldn’t clean themselves and their home because they “couldn’t be bothered”.
Adam – who said the call left her feeling “sick” - was also taken aback by them asking whether her relative had ever tried to “commit suicide”.
She described the conversation as “incredibly unprofessional and dangerous” and at points had to stop her relative from walking away from the call, as they were witness to the talk on loudspeaker.
The DWP – which has been criticised repeatedly in the past for degrading benefits assessment - has now said it will look into the conversation as it expects the “highest professional standards” from staff.
“We understand Ms Adam’s concerns,” said a spokesperson.
“This call was carried out by one of our assessment providers and we will be investigating what happened in this case as a matter of urgency.
“We expect the highest professional standards from our assessment providers and that claimants are treated with dignity and respect, and we’re sorry that Ms Adam feels that the assessment fell short of those standards.
“We regularly update our guidance for assessment providers regarding all aspects of the assessment, including how Health Professionals should conduct themselves during assessments.”
Adam told The National she planned to help the claimant make a formal complaint and would be asking for a copy of the transcript or a recording of the call.
Although Adam’s relative has been told they will continue receiving payments until a decision has been made on the assessment, there’s now no knowing whether the PIP installments will be cut off at that point.
The DWP added the PIP assessment guide is regularly updated and provides comprehensive guidance for health professionals on how to carry out assessments.
It said this includes giving a standard structure to assessments whilst encouraging them to adapt their approach to the needs of the claimant, and added it is important that the consultation feels like a genuinely two-way conversation.
