The Department for Work and Pensions (DWP) has clarified how audio recordings of health assessments are handled, including what happens if a recording shows a report is inaccurate. The clarification follows a parliamentary question from Liberal Democrat MP Chris Coghlan.
New Recording Rules
From June 29 this year, all telephone and face-to-face health assessments are audio-recorded as standard, unless the claimant opts out. The DWP said this is to keep an accurate record of a person's assessment.
Coghlan asked the DWP whether a procedure exists for correcting, amending or annotating a health assessment report where an audio recording shows it does not accurately reflect what occurred, separate from any mandatory reconsideration or appeal of the benefit decision.
Minister's Response
In a response issued on Monday, DWP minister of state Sir Stephen Timms said: "Telephone and face-to-face health assessments are audio recorded as standard, unless the claimant chooses to opt out. The recording provides an accurate record of the assessment."
He added: "The assessment report completed by the assessment supplier's health professional provides advice to the department and is considered alongside any supporting evidence when determining a claimant's entitlement to benefit by DWP. Suppliers have established processes for investigating complaints, including the facility to listen to audio recordings if available."
"If concerns are identified regarding the quality or accuracy of an assessment report, the assessment supplier will investigate the matter and, where deficiencies are found, apologise and advise DWP if the issue may have had an impact on the advice provided or on the entitlement decision."
Accessing Recordings
Claimants can ask for a copy of a recording during the assessment or by calling a number on the appointment letter. People can be sent a text message when the recording is ready and can download it, or submit a Right of Access request or write to the DWP.
Recordings can be downloaded more than once but only within 24 hours of the initial download. If the link does not work or has expired, a new one can be requested by calling the number on the appointment letter. The DWP usually keeps recordings for two years, after which they are securely deleted, though they may be kept longer in cases of dispute.
