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PIP assessor threatened to end call
- Kim
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1 week 4 days ago #297660 by Kim
PIP assessor threatened to call was created by Kim
I have had a telephone assessment for my daughter today and I am feeling I might have completely messed it up.
I felt quite prepared for the assessment having gone through the great course on here, but feel that I might have completely messed up the assessment because I was asked questions I wasn’t prepared for and when I questioned them felt bullied into answering and therefore didn’t answer them well.
My daughter (16) has three different conditions (sight impaired, a rare neurological condition and autism) but as anyone who knows what having multiple conditions is like, they can all be coming into play at any given time, so on her form I dealt with answering questions more holistically. The assessor however wanted to take each diagnosis and ask specific questions about them, but not discuss how the other conditions may impact on the answer. I could feel myself getting quite frustrated by this and kept on trying to expand the answers, but it felt that the assessor was not listening and cutting me off.
At one point the assessor asked when my daughter was having surgery. I had to explain repeatedly that she was not due to have surgery (she is under a neurosurgeon so am assuming that is where the assessor was getting the idea from), but was under ‘watch and wait’ care.
The assessor also managed to give my daughter a fourth diagnosis of anxiety and asked about what medication she has. I had to repeatedly say she doesn’t have anxiety (it would have been on the form if she did), but does experience anxieties and can feel anxious about certain situations due to her autism. How can an assessor decide to discuss a diagnosis that doesn’t exist?
The hardest part was when the assessor asked about schooling, but only whilst discussing autism. I was not expecting this at all so when I answered that she is home educated I thought that would be the end of it. But the assessor wanted to know when she was last in school, did she had EHCP, 1-1 support, what subjects does she do, what adaptions are there? With several of these questions I asked the assessor to explain what the relevance was, but she just kept answering that it was not out of personal interest she was asking these questions and if I didn’t answer she would have to end the call and send the case back to DWP. I did eventually relent in answering, but feel that I have done my daughter a massive disservice because I became so stressed by the assessors insistence that she would end the call if I didn’t.
Is this normal for an assessment? Could the assessor have ended the call because I didn’t answer a question? Is there anything I could / should do at this point?
I felt quite prepared for the assessment having gone through the great course on here, but feel that I might have completely messed up the assessment because I was asked questions I wasn’t prepared for and when I questioned them felt bullied into answering and therefore didn’t answer them well.
My daughter (16) has three different conditions (sight impaired, a rare neurological condition and autism) but as anyone who knows what having multiple conditions is like, they can all be coming into play at any given time, so on her form I dealt with answering questions more holistically. The assessor however wanted to take each diagnosis and ask specific questions about them, but not discuss how the other conditions may impact on the answer. I could feel myself getting quite frustrated by this and kept on trying to expand the answers, but it felt that the assessor was not listening and cutting me off.
At one point the assessor asked when my daughter was having surgery. I had to explain repeatedly that she was not due to have surgery (she is under a neurosurgeon so am assuming that is where the assessor was getting the idea from), but was under ‘watch and wait’ care.
The assessor also managed to give my daughter a fourth diagnosis of anxiety and asked about what medication she has. I had to repeatedly say she doesn’t have anxiety (it would have been on the form if she did), but does experience anxieties and can feel anxious about certain situations due to her autism. How can an assessor decide to discuss a diagnosis that doesn’t exist?
The hardest part was when the assessor asked about schooling, but only whilst discussing autism. I was not expecting this at all so when I answered that she is home educated I thought that would be the end of it. But the assessor wanted to know when she was last in school, did she had EHCP, 1-1 support, what subjects does she do, what adaptions are there? With several of these questions I asked the assessor to explain what the relevance was, but she just kept answering that it was not out of personal interest she was asking these questions and if I didn’t answer she would have to end the call and send the case back to DWP. I did eventually relent in answering, but feel that I have done my daughter a massive disservice because I became so stressed by the assessors insistence that she would end the call if I didn’t.
Is this normal for an assessment? Could the assessor have ended the call because I didn’t answer a question? Is there anything I could / should do at this point?
- BIS
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1 week 3 days ago - 1 week 3 days ago #297688 by BIS
Nothing on this board constitutes legal advice - always consult a professional about specific problems
Replied by BIS on topic PIP assessor threatened to call
Hi Kim
I hope that you have not used your real name as your user name. If you have - then please change it - as anyone can see this post. (My full name is showing, how can I stop it?) benefitsandwork.co.uk/guides-for-claimants/faq/forum#one
I'm sorry that you had such an experience. It makes me furious. Please do not blame yourself for anything that happened. The assessor was an unprofessional bully. There are times when an assessor says that they will have to stop the call, but not for a legitimate query. I am with you. Although they can ask wider questions, it was perfectly legitimate for you to question the relevance as they do not appear in any of the PIP guidance.
Personally, I would file an official complaint against the assessor with whichever assessment service this assessor came from. The questions you were asked were very specialised and would not be normal questions asked - so what was the reason?
I hope that you recorded the assessment or had it recorded. (If you didn't get a recording, make sure you do so in the future. Although there are some kind assessors, there are too many bad ones to be able to trust them).
If you haven't got a copy of the recording, they will say it is your word against hers - although it will be interesting to see if any of the questions you were asked appear on the assessment report. (which they won't).
You can ring the DWP and request a copy of the report on Monday. It's called a PA4. This will give you an idea of what your daughter will be awarded and whether she is subsequently being discriminated against. Whatever the result - this is not your fault!!
And if you do put in a complaint - I would definitely mention that she didn't appear to understand what the role of a neurosurgeon is - and if that's the case, is she really capable of correctly assessing your daughter's case? It's not as if she can't google what one is. To ask about surgery is ridiculous and shows a lack of basic knowledge.
BIS
I hope that you have not used your real name as your user name. If you have - then please change it - as anyone can see this post. (My full name is showing, how can I stop it?) benefitsandwork.co.uk/guides-for-claimants/faq/forum#one
I'm sorry that you had such an experience. It makes me furious. Please do not blame yourself for anything that happened. The assessor was an unprofessional bully. There are times when an assessor says that they will have to stop the call, but not for a legitimate query. I am with you. Although they can ask wider questions, it was perfectly legitimate for you to question the relevance as they do not appear in any of the PIP guidance.
Personally, I would file an official complaint against the assessor with whichever assessment service this assessor came from. The questions you were asked were very specialised and would not be normal questions asked - so what was the reason?
I hope that you recorded the assessment or had it recorded. (If you didn't get a recording, make sure you do so in the future. Although there are some kind assessors, there are too many bad ones to be able to trust them).
If you haven't got a copy of the recording, they will say it is your word against hers - although it will be interesting to see if any of the questions you were asked appear on the assessment report. (which they won't).
You can ring the DWP and request a copy of the report on Monday. It's called a PA4. This will give you an idea of what your daughter will be awarded and whether she is subsequently being discriminated against. Whatever the result - this is not your fault!!
And if you do put in a complaint - I would definitely mention that she didn't appear to understand what the role of a neurosurgeon is - and if that's the case, is she really capable of correctly assessing your daughter's case? It's not as if she can't google what one is. To ask about surgery is ridiculous and shows a lack of basic knowledge.
BIS
Nothing on this board constitutes legal advice - always consult a professional about specific problems
Last edit: 1 week 3 days ago by BIS.
The following user(s) said Thank You: denby, Kim
- Kim
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1 week 3 days ago #297702 by Kim
Replied by Kim on topic PIP assessor threatened to end call
Hi BIS
Thanks for your response and kind words. After a day of reflection, I am feeling less stressed, but still very concerned about the impact of this assessment on my daughters overall claim. I know she should be awarded it, and I know she should be receiving enhanced rate for both parts, but there is still that lingering doubt that she won't get anything because of how the assessment went.
If I can get a bit of clarification on each of your suggestions that would be great:
- I am more than happy to make an official complaint based on my experience and the assessors apparent lack of knowledge regarding the role of a neurosurgeon. I do have a recording of the call (both my own and theirs) so can I use it to quote responses and replies? Is it worth doing it now, or waiting until the award has come through in case it has been negatively impacted?
- I was planning on asking for a copy of the report (based on the course advice) but didn't realise you can get it almost straight away. I just assumed you would have to wait until the decision is made, so it is good to know that I can add a call to DWP to my 'to do' list on Monday and be able to get a copy before the decision comes through. It will certainly be very interesting to read what the assessor has reported back based on her questioning and if it has the potential to negatively impact my daughters claim.
Kim
Thanks for your response and kind words. After a day of reflection, I am feeling less stressed, but still very concerned about the impact of this assessment on my daughters overall claim. I know she should be awarded it, and I know she should be receiving enhanced rate for both parts, but there is still that lingering doubt that she won't get anything because of how the assessment went.
If I can get a bit of clarification on each of your suggestions that would be great:
- I am more than happy to make an official complaint based on my experience and the assessors apparent lack of knowledge regarding the role of a neurosurgeon. I do have a recording of the call (both my own and theirs) so can I use it to quote responses and replies? Is it worth doing it now, or waiting until the award has come through in case it has been negatively impacted?
- I was planning on asking for a copy of the report (based on the course advice) but didn't realise you can get it almost straight away. I just assumed you would have to wait until the decision is made, so it is good to know that I can add a call to DWP to my 'to do' list on Monday and be able to get a copy before the decision comes through. It will certainly be very interesting to read what the assessor has reported back based on her questioning and if it has the potential to negatively impact my daughters claim.
Kim
- Gary
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6 days 12 hours ago #297777 by Gary
Nothing on this board constitutes legal advice - always consult a professional about specific problems
Replied by Gary on topic PIP assessor threatened to end call
Hi Kim
As BIS has stated you can ask for a copy of the assessors report 48 hrs after the assessment, quite often claimants receive a text message informing them that DWP have received a copy of the report.
Once you get the report called a PA4, go through it with a highlighter and highlight any glaring errors or inaccuracies.
If you are quick you can write to the decision maker pointing the errors out and try and tie it in with any supporting documents, inform the decision maker you are not requesting a mandatory reconsideration but you reserve the right to do so.
Gary
As BIS has stated you can ask for a copy of the assessors report 48 hrs after the assessment, quite often claimants receive a text message informing them that DWP have received a copy of the report.
Once you get the report called a PA4, go through it with a highlighter and highlight any glaring errors or inaccuracies.
If you are quick you can write to the decision maker pointing the errors out and try and tie it in with any supporting documents, inform the decision maker you are not requesting a mandatory reconsideration but you reserve the right to do so.
Gary
Nothing on this board constitutes legal advice - always consult a professional about specific problems
The following user(s) said Thank You: Kim
- denby
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6 days 9 hours ago #297781 by denby
Replied by denby on topic PIP assessor threatened to end call
Do follow BIS's advice if the PA4 is bad: I am certain that doing this last time got our daughter a renewal of her Enhanced x 2 which wouldn't have happened without all the stress of MR and Appeal yet again, if I hadn't challenged it.
Best wishes, Denby
Best wishes, Denby
The following user(s) said Thank You: LL26
- Kim
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4 days 21 hours ago #297850 by Kim
Replied by Kim on topic PIP assessor threatened to end call
Thanks Gary, thanks really helpful.
I called on Monday, they had it and confirmed they were printing it to send out. It will certainly be an interesting read, especially the assessors line of questioning about education (will it even be mentioned?) and her apparent lack of understanding of the role of a neurosurgeon, along with not understanding that experiencing anxieties in certain situations is not the same as having a diagnosis of anxiety. Highlighters and post it notes will definitely be at the ready
Kim
I called on Monday, they had it and confirmed they were printing it to send out. It will certainly be an interesting read, especially the assessors line of questioning about education (will it even be mentioned?) and her apparent lack of understanding of the role of a neurosurgeon, along with not understanding that experiencing anxieties in certain situations is not the same as having a diagnosis of anxiety. Highlighters and post it notes will definitely be at the ready
Kim
The following user(s) said Thank You: denby
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