the Capita presentation

Report
PIP Assessment Provider update
Norfolk, 21 January 2014
Patrick Thomson, Capita Personal Independence Payment
What is Personal Independence Payment (PIP)?
PIP is designed to help people meet the extra costs that
come from having a long-term health condition or disability.
PIP will apply to all new claimants aged 16 to 64 and
existing DLA claimants who are aged 16 to 64.
PIP is made up of two parts, a Daily Living component and
a Mobility component. Each component has two rates;
standard and enhanced.
PIP isn’t affected by income or savings, it’s not taxable and
people can get it whether they’re in or out of work.
Capita PIP
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PIP timetable
10 June 2013
• PIP open to new claimants across Great Britain
• No new claims to DLA for people aged 16 to 64 from this date.
End October 2013
• In Capita areas (Wales and Central England) reassessments begin for:
o Existing DLA claimants (if their fixed period awards are due to end after March
2014)
o Young people turning 16
o DLA recipients who report a change in their needs
October 2015
• Remaining DLA claimants invited to apply for PIP
Capita PIP
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Capita’s approach
PIP is a new benefit and this is Capita’s first involvement with Government disability
assessments. We have a wealth of knowledge and experience throughout our health
and wellbeing business.
Our approach is focussed on:
• Understanding the lived experience
• Quality of our staff and training
• Disability equality and confidence
• Transparency and continual improvement
Empathy
Professionalism
Capita PIP
Dignity
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Where we work
• Wales and Central England
• Northern Ireland (pending Welfare Reform Bill)
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Our delivery model
How we are delivering assessments:
• Majority home visits (estimate 60%)
• Field based health professionals and accessible local assessment centres
• Independent signposting information from Disability Rights UK to all claimants
• Directly employing assessors
• Assess every claimant as an individual
Capita PIP
60% Home Visits
6
Customer journey
7
Capita PIP
Ongoing engagement and improvement
The Capita PIP Expert Collaboration Forum is a group of over 30 organisations:
•
Disabled people’s organisations and representative groups
•
National and local third sector organisations and
•
Conditions specific organisations.
We meet with engagement forums in Northern Ireland and Wales and with
welfare rights advisors.
Why this is important:
•
To update, inform and share information transparently
•
Gather expert insight and discuss ways to improve
•
Feedback directly into our operation
Capita PIP
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Recruitment and training
Stringent recruitment and comprehensive training to prepare assessors for their role
OTs
Nurses
• Situational Judgement Test
• E-learning
Physios
• Face-to-face training
• Competency assessment
• 100% audit
Disability Assessors
Ongoing: Disability equality & confidence; CPD; Auditing
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Face-to-face consultation
Time to
articulate,
clarify,
confirm
Option to
bring
companion
Accessible
venue
Probe for
reliability,
fluctuations
Capita PIP
Two-way
conversation
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Operational update
• 10th June new PIP claims in Central England and Wales
• End of Oct began assessments for some existing DLA claimants
• Over 150 Health Professionals recruited and trained
• Proportion of home visits as planned (c. 60%)
• Accessible assessment centres open across Central England and Wales
• Face-to-face assessments vary in length: requires flexibility in scheduling appointments
• Terminal illness assessments returned to DWP in 48 hours
• Improving call handling operation at enquiry centre
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Six month learnings
• A new benefit with a new and complex assessment criteria, health professionals
require training, mentoring and feedback to understand and perform their role to the
highest standard.
• Some claimants facing delays at various points of the claimant journey. Requires
revisiting working assumptions on health professional training, assessment time and
audit.
• Capita working closely with DWP to meet complex assessment and audit criteria.
Investing further in recruitment, training and 1:1 mentoring
• Aim is to deliver well evidenced, high-quality reports within a timescale that meets
claimants expectations.
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Contact details
Enquiry Centre:
Email: [email protected]
Phone: 08081788114
(England and Wales)
08081788115
(llinell Gymraeg/Welsh line)
08081787177
(Textphone: If you have speech or hearing difficulties)
Write to: Capita PIP, PO Box 307, Darlington, DL98 1AB
If you wish to make a complaint use any of the above contact details or
[email protected]
Capita PIP
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