Posts Tagged ‘Atos Healthcare’

The PIP assessment process – Continuous Improvement

Atos Healthcare has been assessing people as part of their claims for Personal Independence Payment (PIP) on behalf of the Department for Work and Pensions (DWP) for two years now. Over that time we have learned a lot about what works well, and we have identified some areas where improvements might be possible. Whilst we don’t have any control over the design of the assessment itself (that is the DWP), as one of the assessment providers we are responsible for other parts of the assessment process, such as the places that consultations take place in and the ways we communicate about the assessment process with claimants.

Doing things better

We have implemented a number of changes already; including, text message reminders about appointments and developed our YouTube channel as another way for people to find out about the PIP assessment process. We are always considering how we can do things better. This is often a balance that needs to be struck between different options.

Any change we trial is aimed at improving the service we offer for claimants and for DWP. It is important that we carefully consider the balance between the claimant experience in terms of attending a consultation and the overall waiting time. One trial that we are able to tell you about now is how we are looking to change the way we arrange taxis.

Taxi Account


A claimant can request a taxi to their face to face consultation if they are unable to take public transport, but are still able to leave their house. At the moment, if a taxi is approved it is paid for by the claimant and the money claimed back from us through expenses. We are trialling the use of a national taxi account that will charge us directly for the journey, rather than ask the claimant to pay and give them a receipt to claim back.

Currently we are testing this for appointments booked at 5 of our centres; Deptford, Chelmsford, Manchester, Plymouth and Norwich. We need to make sure the process works properly in practice and that there are no unexpected problems. We are likely to extend the number of sites that will have this facility later this year.

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Atos Healthcare PIP Frequently Asked Question suggestions

The Atos Healthcare website has all of the information you need about the Personal Independence Payment (PIP) assessment process. That is the part of PIP that we manage in most parts of the Britain. As well as describing the process step-by-step in writing, with video and images, we have a Frequently Asked Question (FAQ) section. This section lists questions that you might have, organised by the stage in the assessment process that you might have them. The four sections are

What are FAQs?

The idea behind FAQs is that the information is very specific to the question being asked. This means that it can be easier to read and understand than if the information is part of a wider explanation. The questions that we currently have listed are ones that we know people have about the assessment process.

Is there a question missing? Suggest we include it

If there is a question that you think should be in there, let us know in the comment section below or through the website feedback section of the website. We will then consider it when we next update the website. If it is a question that you need to know the answer to now you are best to contact the customer service team directly. You can find out how to do this in the ‘Contact us’ section of the website.

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PIP reassessments extend to more postcodes

The Department for Work and Pensions (DWP) have recently announced a further rollout of Personal Independence Payment (PIP) reassessments to several new postcode areas from the 30th March 2015. They have produced the map below to show the new areas and the rollout so far.

Reassessment means that the following current Disability Living Allowance  (DLA) recipients will be invited to claim PIP:

  • those with fixed period DLA awards ending ;
  • young people turning 16;
  • those where there is a report of a change in the DLA claimant’s health condition or disability; and
  • existing DLA claimants aged 16-64 who wish to make a PIP claim.


More information about the design of PIP can be found on the website.  We have produced information about the assessment process for PIP.  You can find this information on this blog, as well as on our website.

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Atos Healthcare video guide: What to have with you for a PIP consultation

We just want to highlight a video we have recently published on the Atos Healthcare YouTube channel. It describes the information and documents that you need to have if you are having a Personal Independence Payment (PIP) consultation as part of your PIP claim. You can also find this information in the pack you get with your appointment letter.

We have several other videos about the PIP assessment process on YouTube to support the information that you can find on our website.


If you have any questions about what you need to bring, you can also find out how you can contact us on our website.

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Can you have a companion with you for your PIP consultation?

Many of the people who claim Personal Independence Payment (PIP) will need to have a face-to-face consultation as part of the PIP assessment process. We just want to make sure that you know that you are welcome to have a companion with you during your consultation.Atos Healthcare PIP support

A companion can be anyone you choose: from a friend or family member to a support worker or carer. We know that having someone with you can help to make attending a consultation much less stressful. If your consultation is at one of our consultation centres a companion can also provide practical or emotional support while you are travelling and whilst waiting to go in.

Can the companion contribute during the consultation?

With your permission, your companion may be able to provide a valuable contribution to the discussion with the health professional (HP) in helping you to answer their questions. For example, if you have mental, cognitive impairment or learning difficulties a companion may be able to help you to give an accurate account of how your health condition or disability impacts on your daily life.

Atos Healthcare PIP CompanionThe HP will be keen to hear extra information from your companion but it is important to note that the consultation and discussion will always be focused towards you as it is essential that the HP’s advice is based on your circumstances.

Whether you choose to bring someone with you just for company, for practical support or to help you during the consultation please just let the HP know who they are and how you would like them to be involved.

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