When customers are referred by the Department for Work and Pensions (DWP) to Atos Healthcare as part of their assessment to entitlement to benefit, they usually have lots of questions about what will happen next.
We’ve recently updated the Frequently Asked Questions section of our website, which provides lots of information about our role and what to expect when you contact us or attend an assessment.
We also monitor questions that you ask us directly, either through calls to our contact centre or emails to our website. If we come across a topic that we haven’t covered, we will add it in. So please do let us know if you have any questions about our
process that aren’t already covered and we’ll see if we can add any further information to our website.
Recently we’ve received lots of queries about the questionnaire that’s sent out to customers due to attend a Work Capability Assessment (WCA) for Employment and Support Allowance (ESA).
What is the WCA questionnaire?
The WCA questionnaire is also known as the “ESA50”. It will be sent to you if DWP refer you to Atos Healthcare for a WCA.
What if I’ve filled in the questionnaire before?
Some people may have completed a questionnaire and been through the assessment before. At intervals DWP will review each claim to see if there are any changes to a person’s condition.
When this happens, a new questionnaire will be sent so you can provide the latest information to support your claim. This you may fill in the form several times during your ESA claim period.This is the same for everyone on ESA and it is a normal part of the process.
What do I need to know when filling it out?
The questionnaire is used at each stage of the assessment so it’s really important to fill it in with as much detail as possible.
If you need help in completing the claim, need to get another copy or need to explain why you may be late in returning it, you should contact the local DWP office dealing with your claim. If you’re receiving support from a local healthcare p
rofessional or treatment advisor, they may also be able to help or provide extra information. Local welfare groups can also be very helpful.
Is there any other information I need to provide?
You are asked to send in any medical documents that may support your claim along with the questionnaire.
What happens next?
Once the questionnaire has been received by Atos Healthcare, a doctor, nurse or physiotherapist who’s trained in disability assessment will look through the questionnaire and, if necessary, ask the contact centre to arrange an appointment with you.
Is there anything else I need to do?
There’s no need to call to check whether the questionnaire has been received, but it is important you make sure it’s sent in good time.
What happens if I don’t return the questionnaire on time?
If you have a mental health condition and your questionnaire isn’t received by the deadline set by DWP, an appointment will be arranged so we can discuss how your illness affects you.
If you don’t have a mental health condition, your referral will be returned to DWP for their consideration and they’ll contact you directly.
At busy times, it may take longer for Atos to process the questionnaire. If you experience delays, please don’t worry, it will not affect your benefit claim.
How long will I have to wait before someone contacts me?
At busy times, it may take longer for Atos to process the questionnaire. If you experience delays, please don’t worry, it will not affect your benefit claim.
See also:
The importance of additional medical information to the WCA process
