PIP Assessment Provider update Norfolk, 21 January 2014 Patrick Thomson, Capita Personal Independence Payment

Capita PIP 2 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 isn’t affected by income or savings, it’s not taxable and people can get it whether they’re in or out of work. PIP is made up of two parts, a Daily Living component and a Mobility component. Each component has two rates; standard and enhanced.

Capita PIP 3 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 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 4 Capita’s approach EmpathyProfessionalismDignity

Capita PIP 5 Where we work Wales and Central England Northern Ireland (pending Welfare Reform Bill)

Capita PIP 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 6 Our delivery model

Capita PIP 7 Customer journey

Capita PIP 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 8 Ongoing engagement and improvement

Capita PIP 9 Recruitment and training Stringent recruitment and comprehensive training to prepare assessors for their role Disability Assessors PhysiosNursesOTs Situational Judgement Test E-learning Face-to-face training Competency assessment 100% audit Ongoing: Disability equality & confidence; CPD; Auditing

Capita PIP 10 Face-to-face consultation Time to articulate, clarify, confirm Option to bring companion Two-way conversation Probe for reliability, fluctuations Accessible venue

Capita PIP 10 th 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 11 Operational update

Capita PIP 12 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.

Capita PIP 13 Contact details Enquiry Centre: Phone: (England and Wales) (llinell Gymraeg/Welsh line) (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