The Department for Work and Pensions (DWP) has implemented a major change effective from June 29, now audio recording all telephone and face-to-face health assessment appointments. These assessments evaluate how an individual's illness or disability impacts their daily life, and the recordings are intended to maintain an accurate record of the proceedings.
Opt-Out Option Available Without Disadvantage
Officials stated: "We have introduced audio recording to keep an accurate record of your assessment. You can ask for your assessment to not be recorded. You will not be disadvantaged if you do." The DWP clarified that assessments are recorded automatically if conducted over the phone or in person, either at a centre or in an individual's home. However, individuals can inform the health professional carrying out the assessment if they no longer wish to be recorded. Decision makers will not use recordings to make their decisions.
How to Opt Out
If a person does not want to be recorded, they must contact the Health Assessment Advisory Service (HAAS) before their appointment using the number provided at the top of their appointment letter. The DWP added: "You can also tell your Health Professional at any point during the assessment if you do not want to be recorded." Opting out will not affect the assessment process or the time taken to process a claim. However, choosing to opt out of being recorded for one assessment will not apply to future assessments; individuals must inform the DWP each time.
Accessing Recordings
People being assessed can request a copy of their recording at any point during the assessment or by calling the number on their appointment letter. Once ready, the individual will receive a text message with a secure link to download the recording. Access requires a smartphone and the individual's National Insurance number. For those without a phone or means to download, a Right of Access request can be submitted, or they can write to the DWP. The DWP noted: "If you need help downloading your recording, you may share the link with a trusted friend or someone supporting you, but you should not share it more widely."
Download and Retention Policies
The recording can be downloaded more than once, but only within 24 hours of the first download. After that, the download option expires. If the link expires or does not work, a new one can be requested by calling the number on the appointment letter. The DWP will normally keep recordings for 24 months before they are "securely deleted." In cases of ongoing disputes, recordings may be kept longer. The DWP stated: "Your recording and personal information is only used when needed. For example, it may be used to review how the assessment was carried out if there’s a dispute." The recordings are kept secure in line with data protection law.
