Parliamentary Committees and Public Enquiries
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Assessments system still failing claimants and taxpayers

The Public Accounts Committee report concludes that companies carrying out health and disability assessments are still failing to meet acceptable performance standards. 

Report findings

The Report is informed by evidence heard from witnesses representing Citizens Advice, the Disability Benefits Consortium and MIND, as well as the Department for Work & Pensions and contractors.

The Committee says while it is encouraged by reductions in backlogs and delays for claimants in receiving decisions, there are "particular concerns" about the quality of assessments.

It finds there are unacceptable local and regional variations in contractor performance, with a lack of transparency meaning claimants "do not have a clear expectation of the service they can expect".

"Too many assessments do not meet the required standard"

The Committee concludes "too many assessments" do not meet the required standard, and highlights specific concerns over the level of service for claimants with fluctuating and mental health conditions.

It also questions the value for money of an increase in the cost of assessments, finding "there has been no noticeable benefit for claimants or taxpayers".

The Committee says the Department "appears to have repeatedly misjudged what contractors can deliver and the uncertainties underlying what can be achieved", raising concerns that such operational uncertainties could present a further risk to value for money if interest in bidding for contracts declines.

Government should publish contractor performance data

In its recommendations to Government, the Committee calls on the Department to publish quarterly national and regional data on contractor performance, including average and maximum times to return assessments for Employment and Support Allowance (ESA) and Personal Independence Payments (PIP).

Within 12 months the Department must makes significant progress in making the assessment process "easier for claimants and ensure it has well-trained, knowledgeable assessors who are sensitive to the complex issues that claimants are dealing with".

The Committee also urges the Department and contractors to develop "a more complete and effective regime for monitoring and improving the quality of assessments", including ensuring contractors meet the required standards for reports. 

Chair's comment

Meg Hillier MP, Chair of the PAC, said:

"The troubled history of this programme hammers home the importance of getting contracts right—and the importance of then holding contractors properly to account.

In this case, poor performance has had a tangible human impact. We have seen some improvements but there is a long way to go before people being assessed can be confident of getting the service they deserve.

Our Committee heard evidence of the assessment process continuing to create anxiety for claimants; of double-booked appointments and arduous journey times. Some assessors simply do not understand particular medical conditions.

Up to one in five reports sampled by contractors were below the required standard and there is also evidence that attempts to reduce delays have undermined the quality of assessments, many of which are subsequently overturned on appeal.

These are serious failings that must be dealt with rigorously. We will expect to see evidence of a more enlightened approach to the needs of claimants, greater transparency over contractor performance and a renewed focus on improving the quality of assessments."

Report summary

For many years the Department for Work & Pensions and its contractors have struggled to provide timely, high quality health and disability assessments to inform decisions about benefits or to help people on sick leave back to work.

We are encouraged to see that the Department and its contractors have reduced backlogs and delays for claimants in receiving decisions, and are slowly improving the quality of assessments.

However, contractors' performance still does not meet claimants', the Department's and taxpayers' expectations.

Department cannot afford to be complacent

There are particular concerns about the quality of assessments. As the Department increases the number of assessments to be completed by contractors it cannot afford to be complacent and must learn from past experience to ensure contractors are set challenging but realistic targets against which they are held to account.

The Department also needs to develop a competitive market for health and disability assessments to ensure that there are sufficient credible bidders for contracts as they come up for renewal.

Further information

 

Channel website: http://www.parliament.uk/

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