Research and Statistics

RR 788 Decision making on Employment and Support Allowance claims

This report covers findings from a small-scale qualitative study commissioned to understand more about how Decision Makers (DMs) make judgements in the minority of Employment and Support Allowance (ESA) cases where they potentially face conflicting evidence. 1 This report focuses on the types of cases where these complexities arise, how DMs deal with them, and how support for DMs could be improved to result in a better assessment process.

In considering these issues, the report is deliberately focused on areas of the process where there is scope for improvement, and, as such, inevitably contains negative comments about the processes as they were in the Autumn of 2011.

The research took place in September and October 2011 and involved 10 group discussions with DMs at five different Benefit Centres and 10 in-depth interviews with Atos healthcare professionals (HCPs).

The report was commissioned in June 2011 in response to recommendations in Professor Harrington’s first Independent Review of the Work Capability Assessment (2010): to investigate the processes by which claimants are placed in particular ESA groups and what happens to them subsequently; and to empower and invest in DMs so that they take the right decision, gather and use additional information appropriately and speak to claimants to explain their decision.

The findings of this research informed Professor Harrington’s 2011 recommendation to audit DM performance. This audit, and a programme of unannounced visits by Professor Harrington to Benefit Delivery Centres and Atos Assessment Centres in 2012, will provide insight into the changes that have taken place and will help to ensure that DMs are making well-informed and robust decisions. As part of its commitment to continuously improve this process, the Department had already identified many of the issues highlighted by the research.

Recent action taken to improve the quality of decision making includes:

  • Introducing the Quality Assessment Framework to monitor decisions in July 2011;
  • delivering mental health guidance for DWP operational staff;
  • launching improved learning for all DMs which clearly sets out their role and principles of decision making.

    • Professor Harrington has discussed the research, its findings and the Department’s response in detail with DWP Operations, and the Department looks forward to building on the improvements in the WCA process noted in the 2011 Review.

    1. Decision Makers are responsible for gathering and assessing evidence - including the ESA50 and Atos medical report, alongside any other medical evidence the claimant may have supplied - to decide whether or not a claimant is entitled to ESA. The result of this decision will determine what steps, if any a claimant will need to undertake to prepare for a return to work. Further background information on the role of Decision Makers in deciding Employment and Support Allowance claims is available in the main research report.

    July 2012 48 pages 297x210mm

    ISBN 978-1-908523-47-1

     

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