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TOPIC: PIP - I am absolutely Raging!

PIP - I am absolutely Raging! 3 months 2 days ago #167266

I am one of the Indefinate DLAs that are currently going through the DLA to PIP. My injuries result from a serious RTA and despite surgery I will not get better in fact I have deteriorated a bit. I went from IB to ESA Support without medical assessment but I knew the chances of going from DLA to PIP without assessment was Nil.

So it proved - I received the letter today confirming the appointment but was stunned to see it was an 80 odd mile round trip from my home which there is no way I could drive to so would involve taxis, trains and buses and I'd need someone with me. Having looked at the times with connections the whole trip would be around 4 hours. Since I knew from your Guides they were not linking home with the assessment centres I called ATOS and after going through all the usual security I pointed out very politely that the appointment they had given me would involve a round trip of over 4 hours plus the time for the assessment. The reponse I got was "So?". I pointed out there are three assessment centres less than 7 miles from my home how on earth do you expect me to get to an assessment centre so far away? To which I got a very snotty reply of "That's not my problem it's up to you to get yourself there on time"
She went on to say she was only there to change appointments and I had "better get it right as she could only change it once".
I was stunned and raging but I bit my tongue. I expected to be offered an appointment some weeks in the future since your guides say the system looks for the first available appointment regardless of where the centre is - No she offered me an appointment at a local centre first thing tomorrow morning which I couldn't take because I had physio. Next she offered this Friday which was no good either as I was at the eye pavilion and it takes about 6 months to get another appointment there if you change it. By this time she was sighing loudly and then offered Monday morning which isn't perfect but I can do it. Once I had written down the details I repeated them to her twice and asked her to confirm they were accurate but I still got a letter away to their Customer Service plus co[ies to the two centres so that it is in writing. I stuck to the change of appointment despite the urge to set out how rude that woman had been. Unfortunately she hung up without saying goodbye and before I got her name.
I am still angry now. If this woman doesn't want her job then leave as she is not being paid to be rude. Right now I am just trying to calm down before Monday.
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PIP - I am absolutely Raging! 3 months 2 days ago #167272

  • Gordon
  • OFFLINE
  • Forum Moderator
Maglil

I'm sorry your assessment process has started of badly.

Although my immediate thought is to encourage you to complain, neither Assessment Provider has a good reputation for dealing with claimant issues with their service and I suspect you would probably not get the result that might want.

Perhaps a different tack would be to report the incident to your MP.

Contacting your MP

Gordon
Nothing on this board constitutes legal advice - always consult a professional about specific problems
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PIP - I am absolutely Raging! 3 months 2 days ago #167274

You cannot be required to attend a centre that is more than 90 minutes away (each way) by public transport, or to accept an appointment with less than 7 days notice (although this does include postage time for a letter).
Nothing on this board constitutes legal advice - always consult a professional about specific problems
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PIP - I am absolutely Raging! 3 months 2 days ago #167278

Thank you Gordon. I do intend to complain but am waiting until I get through this process. At the moment I am not sure who I will direct my complaint to but I'll work it out.
I've been examined 3 times by ATOS always by a doctor and was actually examined twice in 2 weeks by the same doctor! This was way back and since they were given X Rays . MRI Images, Consultant Neurologist Reports, Occupational Health Assessments plus all the reports the Courts arranged for my PI claim they have always known my injuries were pretty major. I've always had higher Rate mobility and started with higher rate care but it dropped to mid rate after 4 years. I am also on ESA Support and Industrial Injuries Disablement Benefit. My examiners have always been polite and I think that it what shocked me about how rude this woman was. Hoprfully the actual HP on Monday will be polite!
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PIP - I am absolutely Raging! 2 months 4 weeks ago #167550

:angry: :angry: :angry: :angry:

I am raging even more now. After putting up with that horrible woman at ATOS I left in plenty time to get to the Edinburgh Assessment Centre. Believe it or not I was NOT on their list nor was there any chance of being seen by them that day. The lady I spoke to at the Centre was very nice but I was somewhat concerned about this "you can only change your appointment once". She told me not to worry as obviously whoever had spoken to me at the Customer Service Centre had not put the change through so phone them again and explain the circumstances.

Counted to 20 , took a deep breath and called them from my car outside the centre and glad to say I got a very nice lady at ATOS this time. I had my notes with me so I was able to tell her exactly when I had called and the dates I had been offered. I confirmed the date I had accepted, how I had taken the details down and repeated the details back to that woman to make sure I had them correct and how I had followed this up with a letter.

She asked for a few minutes to check what had happened and confirmed that their records showed exactly what I had said except none of the appointments where shown as accepted by me - there was just a comment "she's doing something else". I assured her that was not the case as my husband was in the room when I accepted that appointment and can confirm every word I said. She apologised and said she didn't mean to give the impression that she didn't believe me - in fact she believed every word - she was just trying to explain where the system had failed me.

She said the important thing was to get me sorted out with an appointment and she was very kind and understanding and I am now next Monday 12th. Unfortunately it is right at the end of rush hour so I will have to leave well before to get there on time. She said they will send me a text and a letter to confirm the change in view of what happened today. I have , however, already typed up a letter to them (copy to the DWP) to confirm the change and what happened at the previous call. This time I have added how rude that other woman was and how kind and helpful the lady today was (Yes I did get her name).

My main concern is the day they had given me that appointment miles away from home (and was the only appointment still on the system) is the day I now have that rearranged appointment at the local Centre so I want to be sure it has been changed and I don't end up being told I failed to turn up for my appointment. I haven't had a text yet (don't know how long they take) but I am off now to get my letters away (1st class signed for) to make sure it is on the record.

Deep breath and I have another week to prepare
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PIP - I am absolutely Raging! 2 months 4 weeks ago #167588

  • Gordon
  • OFFLINE
  • Forum Moderator
Maglil

I would make a formal complaint.

www.atoshealthcare.com/pip/after_your_Consultation

Gordon
Nothing on this board constitutes legal advice - always consult a professional about specific problems
The administrator has disabled public write access.
The following user(s) said Thank You: Maglil55
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