Atos Healthcare™ is a trading name of Atos Origin IT Services UK Limited. Atos Healthcare™ – a trademark of the Atos Origin Group.© Atos Origin IT Services UK Limited. Private for the client. This report or any part of it, may not be copied, circulated, quoted without prior written approval from Atos Healthcare or the client.

Personal Independence Payment Update

Phil Seth – Atos Healthcare

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Listening and

Improving

Supporting Customers

DWPRegister

Claim

DWPAward

DecisionEvaluation Assessment Report

Paper-based review

Consultation

Reviewing, listening, improving, supporting customers

Delivering PIP assessments on behalf of DWP

Early Service

Feedback

How We Deliver Our Service

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How We Deliver Our Service

Fully qualified health professionals

Specific training in PIP benefit criteria

Direct work experience in the community

Supported by Mental Function Champions

100% audit until approved

Frequent audit post approval and regular training updates

Our People The Consultation

Contract covers ca 70% of the UK

Blend of internal staff & supplier partners

Face to face consultation only where needed – increasing numbers of PBR

Home consultations where appropriate

Consultation centres in local communities

Appropriate consultation environment, transparent, carers/family welcome

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Early Service Feedback

~ 900 heath professionals trained to carry out assessments

Customer satisfaction very good

Feedback on the consultation environment is generally positive

New consultation centres on line given improving knowledge of local needs

Special Rules cases being cleared within 48 hours

What’s working well Where Improvements are needed

Consultations taking longer than originally anticipated

More people were to be seen face to than originally anticipated

Currently huge delays across whole process

We are recruiting /engaging more practitioners to increase capacity

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Supporting Customers

Informative customer website

Regular blog with news and information

You Tube channel with accessible videos and graphics

More work being done on communicating latest position on waiting times

Joint presentations with DWP Partnership Managers to local areas

Communicating Listening and Improving

Engagement with Disability Representative Groups

Access to training, joint working on Condition Insight Reports, feedback on letter, advice on customer info etc.

Regular view of Customer Feedback with action planning

Constituency Support/Feedback Line