tag:blogger.com,1999:blog-45841108363202407962024-03-18T22:04:07.180-07:00The ESA SagaThe whole ESA, WCA, DWP, JCPlus, Atos Healthcare debacle. You couldn't make it up!
As with other parts of the public sector, you don't know what really goes on until you see it first hand.Tia Juniorhttp://www.blogger.com/profile/13991968296961226066noreply@blogger.comBlogger180125tag:blogger.com,1999:blog-4584110836320240796.post-39942850275359977102014-08-19T12:58:00.001-07:002014-08-19T12:58:17.107-07:00ID-S Deception - only telling half of the storyIan Duncan-Smith regularly claims to have overwhelming public support for his welfare reforms, which might well be true, but if it is these opinions have not been based on the full story. So of course you will elicit support if you just ask the following questions:
Q: Do you want to reduce the overall cost of benefit payments through improved efficiency?
A: Damned right I do.
Q: Do you want to focus on those with the greatest need?
A: Yes, they deserve it
Q: Do you want to stop benefit fraud?
A: As quickly as possible.
Q: Do you want to wheedle out those lazy so-and-sos who just don’t want to work?
A: Yes, it’s high time they pulled their weight.
Q: Do you want to see more efficient DWP administration?
A: What do you think?
Q: Well we have a plan that will do all of this, so do you want us to implement it?
A: With all possible speed!
But there will be consequences, which even if not thought through initially, are more than apparent now. So an open & honest supplement to the above would be:
Well, unfortunately the plan is a bit rough and ready so,
Q: Are you happy that we will make tens of thousands of decision errors and stop benefit payments whilst they are sorted out by HMCTS at huge cost to the taxpayer? This will create many months of financial hardship for those affected.
A: Hang on a minute; I don’t like the sound of this.
Q: Do you mind that in thousands of cases these errors will directly result in people’s health deteriorating and quite a few will die.
A: In that case, no sorry the plan is not good enough – think again!
I wonder how much of the support would fall away if he just told the whole story and made it clear what “price” he regards as acceptable – just how many deaths does would it take for him to change his approach? He really should be made to address this matter or state clearly that he thinks it is irrelevant. The end DOES NOT always justify the means.
Tia Juniorhttp://www.blogger.com/profile/13991968296961226066noreply@blogger.com0tag:blogger.com,1999:blog-4584110836320240796.post-19607966307295986552013-05-29T12:47:00.004-07:002013-05-29T12:49:47.253-07:00The New Cost Effective Descriptors & "Remote Assessment"<div align="center" style="text-align: center;">
<b><u><span style="font-family: 'Calibri','sans-serif'; font-size: 16pt;">The New Cost Effective Descriptors & "Remote Assessment"</span></u></b></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">Is has long been said that merely being able to get to a Medical Assessment Centre for a WCA indicates to Atos & DWP that one is fit to work. Although initially a somewhat cynical view, it has turned out to be far closer to the reality than I suspect whoever first coined the phrase imagined.<o:p></o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">Little has changed since other than DWP has admitted to other “rules of thumb” that it feels are equally soundly based and provide a similarly reliable indication. These RAs (Remote Assessments) are of course highly cost effective and can be undertaken without any training whatsoever. They also have the distinct advantage of never having to meet the ‘customer’ who is simply a distraction and can adversely affect progress towards DWP’s organisational goals. <o:p></o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">The accuracy rate however has not been tested, but this is probably unnecessary as even under the present methodology no attempt has been made to measure the right-first-time decision rate, so clearly it is not regarded as a KPI (Key Performance Indicator). As cost is evidently not an issue either, erroneous RAs can be corrected (as now) through the appeals procedure.<o:p></o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">The RA criteria already implemented are as follows, others will no doubt be added as times goes on.<o:p></o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"> </span><b style="mso-bidi-font-weight: normal;"><i style="mso-bidi-font-style: normal;"><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-fareast-font-family: Calibri; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><span style="mso-list: Ignore;">1)<span style="font: 7pt 'Times New Roman';"> </span></span></span></i></b><b><i><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">Eloquence (the ability to speak forcefully, expressively, and persuasively)</span></i></b><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><o:p></o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">Although this is usually a function of one’s education and/or experience and is therefore accumulated over very many years, display too much of it and it will regarded as synonymous with good health. DWP finds this characteristic unsettling as it can undermine its intentions, challenge its philosophy and present information in such a way that it cannot be contested. It would be interesting to know how Stephen Hawking would fare.<o:p></o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">Although none of the forms directly associated with ESA ask for exam results, claimant’s would be well advised to down-play their abilities in this area by using small words and short sentences, with little punctuation and the odd glaring spelling mistake. Expletives are unnecessary and should always be avoided.<o:p></o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><o:p> </o:p></span><b style="mso-bidi-font-weight: normal;"><i style="mso-bidi-font-style: normal;"><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-fareast-font-family: Calibri; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><span style="mso-list: Ignore;">2)<span style="font: 7pt 'Times New Roman';"> </span></span></span></i></b><b><i><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">Computer Literacy (having a good understanding and experience of working with a computer or computer system)</span></i></b><b style="mso-bidi-font-weight: normal;"><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><o:p></o:p></span></b></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">DWP will deduce that a claimant has this skill if it receives any form of electronic communication and again if a claimant used this technology it will be assumed they able to hold down a job. It will not consider perfectly feasible, alternative scenarios, for example the email/letter has been typed or even composed by another person.<o:p></o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">Advice to claimants is therefore to handwrite all communication and send by conventional post. This has the added advantage of being able to make it illegible which can be used to further demonstrate a lack of eloquence (see 1) above). If at all possible, have the letter written by a young child.<o:p></o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"> </span><b style="mso-bidi-font-weight: normal;"><i style="mso-bidi-font-style: normal;"><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-fareast-font-family: Calibri; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><span style="mso-list: Ignore;">3)<span style="font: 7pt 'Times New Roman';"> </span></span></span></i></b><b><i><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">Prolificacy (producing ideas or works frequently and in large quantities)</span></i></b><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><o:p></o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">DWP does not like lots of communication even though it may be the direct result of its own ambiguity and general lack of clarity in some areas. In keeping with this principle, DWP has of course not provided any figures for what level of communication it regards as normal or excessive – one a day? one a week? – who knows? <o:p></o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">There is a similar risk if letters are too long, even if justifiably so. Unfortunately as DWP has not documented any of these processes, data is scarce and it is not possible to say categorically that fewer longer letters are better than a larger number of shorter letters, but the former appears to produce less of a reaction.<o:p></o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">Although too late, claimants will often find out when they have stepped over this invisible line by being classified as “unreasonably persistent”. This classification is not embodied in any legislation, is unilaterally determined (by DWP itself) and has no appeals process. Nor is it in any way time limited and there is no process for having the determination reassessed and potentially reversed even after a period of “acceptable” behaviour, so potentially it lasts forever. There is a documented process, but it is not policed and compliance is optional. There are no repercussions for staff who deviate from it.<o:p></o:p></span></div>
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<b style="mso-bidi-font-weight: normal;"><i style="mso-bidi-font-style: normal;"><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-fareast-font-family: Calibri; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><span style="mso-list: Ignore;">4)<span style="font: 7pt 'Times New Roman';"> </span></span></span></i></b><b><i><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">Persistence (the quality of continuing steadily despite problems or difficulties)</span></i></b><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><o:p></o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">In society generally, this is normally regarded as an desirable and admirable trait, but not in DWP as it can quickly become a nuisance, particularly when combined with 1) above. This frequently presents claimants with a difficult dilemma when the information provided by DWP is not what was requested – do they: a) pretend it is and get by without what was needed or b) try again and risk being tagged as persistence (note within DWP persistence is by definition unreasonable). As with 3), DWP makes no allowance for the fact that it has overtly side-stepped the original question (perhaps on more than one occasion) and insists that it has answered it when it has not.<o:p></o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">Being labelled as unreasonably persistent does have one particular consequence in the acronym SPOC. No, this is not the involvement of a half human, half Vulcan mind reading arbiter – it is a <u>S</u>ingle <u>P</u>oint <u>O</u>f <u>C</u>ontact in DWP through which all communication is channelled in both directions. Any communication sent almost anywhere within DWP will be forwarded to this one person to answer on behalf of the intended recipient. On a positive note, it can be regarded as a level of personal service unavailable elsewhere within the entire DWP hierarchy, but it is at liberty to “not comment” on any matter it chooses.<o:p></o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">It is also worth noting that combinations of these characteristics can in DWP’s opinion justify legal action against the claimant although it cannot identify the laws that are being broken. In the same way that it has its own dictionary covering the use of certain words, DWP cannot always differentiate between policy & legislation and feels it has almost unlimited authority to do pretty much as it wishes. This is of course not the case and its employees collectively and individually as well as the Ministers/Secretaries of State have no more rights in common law than any other individual in the country.<o:p></o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">It is worth remembering that DWP Decision Makers are encouraged to be imaginative & proactive when interpreting the information they have to make an ESA decision. They are able to make largely uncontrolled use of the internet, without tight controls on the websites they visit to ensure the information they extract is authentic. They can also develop their own personal RAs based on their individual beliefs again without any form of supporting evidence – e.g. being able to steer a car = being able to self-propel a manual wheelchair, rendering the entire wheelchair assessment procedure used within the NHS redundant [another huge cost saving!].<o:p></o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">Note finally that according to DWP, regarding decisions that are subsequently changed as <u>errors </u>is not the right perspective as ALL decisions accurately reflect a Decision Maker's opinion at the time which makes them "right". Any subsequent adjustment simply reflects another person's opinion - it does NOT mean the first decision was wrong. This of course explains why real progress has been so slow.<o:p></o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">Anon<o:p></o:p></span></div>
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Tia Juniorhttp://www.blogger.com/profile/13991968296961226066noreply@blogger.com0tag:blogger.com,1999:blog-4584110836320240796.post-8104527328521335852013-01-24T07:07:00.000-08:002013-01-24T07:07:43.697-08:00WCA Deaths<span style="font-family: Verdana, sans-serif; font-size: x-small;">Views over the rights and wrongs of capital punishment are mixed, but there is far greater consensus over the fact that the two risks of error are not even-sided – killing someone wrongly, albeit inadvertently wrongly, is totally unacceptable and if the consequence is that occasionally a guilty person slips through the net, so be it.<br /><br />So why is this view not mirrored with the Work Capability Assessment (#WCA) when it is well known that erroneous fit-for-work (FFW) decisions have been at least a contributing factor in the deaths of well over 1,000 people?<br /><br />Not once have successive Governments even undertaken a risk analysis (or so they tell us) to consider the consequences of a wrong FFW assessments, the only legitimate basis for which would be that they could demonstrate the risk was genuinely non-existent. <br /><br />They may have been unbelievably naive at the outset, but cannot fall back on this excuse after 4 years. They know of course that such an analysis would have to be published and they would be vilified for ignoring the results, so better not to do one at all. This in turn can only mean that they do not care, that the end justifies the means and that the collateral damage along the way, however severe, is the price “one” has to pay. NO Government has this remit, no matter how well mandated & democratic it claims to be.</span><br />
<span style="font-family: Verdana, sans-serif; font-size: x-small;">If the Goverment thinks this is an unfair summary of their position, they simply need to perform the risk analysis. There is no arguement for not doing so. </span>Tia Juniorhttp://www.blogger.com/profile/13991968296961226066noreply@blogger.com2tag:blogger.com,1999:blog-4584110836320240796.post-64191814476154169422012-11-11T12:36:00.000-08:002012-11-11T12:38:09.115-08:00FROM THE Atos NEWS DESK<div class="MsoNormal" style="line-height: normal; margin: 0cm 0cm 13.5pt; mso-outline-level: 1;">
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<span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;">Red<o:p></o:p></span></div>
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<span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;">Additional Information</span></div>
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<span style="color: black; font-size: 16pt; mso-bidi-font-family: Helvetica; mso-fareast-font-family: 'Times New Roman'; mso-fareast-language: EN-GB; mso-font-kerning: 18.0pt; mso-themecolor: text1;"><span style="font-family: Calibri;"><strong></strong></span></span> <u><span style="color: black; font-size: 16pt; mso-bidi-font-family: Helvetica; mso-fareast-font-family: 'Times New Roman'; mso-fareast-language: EN-GB; mso-font-kerning: 18.0pt; mso-themecolor: text1;"><span style="font-family: Calibri;"><strong>Atos Healthcare: What to expect from your Work Capability Assessment<o:p></o:p></strong></span></span></u></div>
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<span style="color: black; mso-bidi-font-family: Helvetica; mso-fareast-font-family: 'Times New Roman'; mso-fareast-language: EN-GB; mso-themecolor: text1;"><span style="font-family: Calibri;">Oct 08, 2012 17:05 BST<o:p></o:p></span></span></div>
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<a href="http://www.mynewsdesk.com/uk/pressroom/atos-healthcare/blog_post/view/atos-healthcare-what-to-expect-from-your-work-capability-assessment-15093"><b><span style="mso-bidi-font-family: Helvetica; mso-fareast-font-family: 'Times New Roman'; mso-fareast-language: EN-GB; mso-font-kerning: 18.0pt;"><span style="color: #3d9bbc; font-family: Calibri;">http://www.mynewsdesk.com/uk/pressroom/atos-healthcare/blog_post/view/atos-healthcare-what-to-expect-from-your-work-capability-assessment-15093</span></span></b></a><b><span style="color: #222222; mso-bidi-font-family: Helvetica; mso-fareast-font-family: 'Times New Roman'; mso-fareast-language: EN-GB; mso-font-kerning: 18.0pt;"><o:p></o:p></span></b></div>
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<span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;">We know that if you have a face to face Work Capability Assessment (WCA) coming up you are likely to have lots of questions about the process. One of the most common questions is “what is the assessment like?”<o:p></o:p></span></div>
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<span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;">This blog post aims to give you an idea of what to expect from your WCA.<o:p></o:p></span></div>
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<strong><span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;">Before the assessment</span></strong><span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;"><o:p></o:p></span></div>
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<span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;">The health care professional you meet at your face to face assessment will always have prepared by looking through your file to ensure they’re familiar with all the details you’ve provided so far on your medical condition(s). This includes your completed ESA50 questionnaire, which you’ll have filled out and returned before the assessment, as well any further medical evidence, like a letter you’ve submitted from your GP for example.<o:p></o:p></span></div>
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<i style="mso-bidi-font-style: normal;"><span style="color: red; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin;">Indeed they should do this, but don’t always bother.<span style="mso-spacerun: yes;"> </span>Take copies of everything you have submitted to the assessment <span style="mso-spacerun: yes;"> </span>and confirm item by item that they have read everything – make them say yes or no to each rather than sidestep the question.<o:p></o:p></span></i></div>
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<i style="mso-bidi-font-style: normal;"><span style="color: red; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin;">Surprisingly, the fact that you might want the WCA audio recorded is not mentioned at all here. Best to ask for it in advance to give Atos time to arrange.<span style="mso-spacerun: yes;"> </span>If they will not, there are various options open to you to ensure you end up with an accurate record of what took place.<o:p></o:p></span></i></div>
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<strong><span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;">During the assessment</span></strong><span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;"><o:p></o:p></span></div>
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<span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;">There are a number of different elements to the WCA. Unlike previous conversations you may have had with your GP and others which were focused on diagnosing and treating your condition(s), all elements of the WCA are about understanding how your condition(s) affect your day to day life.<o:p></o:p></span></div>
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<i style="mso-bidi-font-style: normal;"><span style="color: red; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin;">How relevant this is to the practicalities of holding down a job is a source of great debate.<span style="mso-spacerun: yes;"> </span>The other difference is that it is safe to assume that whatever your GP recommends has been considered with your best interests at heart.<span style="mso-spacerun: yes;"> </span>Not so here.<span style="mso-spacerun: yes;"> </span>If the assessor thinks you can do odd jobs to look after yourself, you will almost certainly be declared fit for work.<span style="mso-spacerun: yes;"> </span>It has even been (cynically) suggested that the mere fact you have been able to get to an Assessment Centre means you must be fit for work. <o:p></o:p></span></i></div>
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<u><span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;">1. Meeting your assessor and an introduction to the process</span></u><span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;"><o:p></o:p></span></div>
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<span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;">The health care professional who’ll be carrying out your assessment will meet you in the waiting room and accompany you to the assessment room. There, the first thing he or she will do is explain what’ll happen during the assessment, and what each section is for.<o:p></o:p></span></div>
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<i style="mso-bidi-font-style: normal;"><span style="color: red; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin;">Not so.<span style="mso-spacerun: yes;"> </span>The assessment starts from the moment you enter the Centre.<span style="mso-spacerun: yes;"> </span>In fact the HCP is told to walk behind you so they can observe your mobility.<span style="mso-spacerun: yes;"> </span>You will need to be on your guard throughout.<o:p></o:p></span></i></div>
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<span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;">They’ll also explain about the report they need to fill in during the assessment with your help and what information they’ll be gathering. <o:p></o:p></span></div>
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<i style="mso-bidi-font-style: normal;"><span style="color: red; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin;">Not completely true.<span style="mso-spacerun: yes;"> </span>The HCP will be making assumptions about your capabilities well beyond what they will discuss with you without any scientifically supported evidence whatsoever.<span style="mso-spacerun: yes;"> </span>A trip to the supermarket means that you can walk at least 800 meters unaided. Also, your mobility assessment will be made by considering if you would be better off in a wheelchair even if you do not normally use one and even if your GP has specifically advised against it.<span style="mso-spacerun: yes;"> </span>Although formal Wheelchair Assessment is a medical discipline in its own right, the short cut taken here will not be openly discussed with you and may not be explicit in the final report either.<span style="mso-spacerun: yes;"> </span>If this judgement is made, you will not be given any help over what to do next, but if you pursue obtaining a wheelchair through the NHS, you will need a referral from your GP (if they agree with the principle), you will have to wait a while for an appointment and then of course you may fail the assessment.<o:p></o:p></span></i></div>
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<span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;">This does mean that they’ll need to be typing as you talk during parts of the assessment, to make sure they don’t miss anything and that they’re making an accurate record of the information you’re providing. They’ll also explain what happens after the assessment.<o:p></o:p></span></div>
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<i style="mso-bidi-font-style: normal;"><span style="color: red; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin;">Make sure the HCP acknowledges everything you say - if they look preoccupied or inattentive, say it again.<span style="mso-spacerun: yes;"> </span>Do not become pressured or rushed.<o:p></o:p></span></i></div>
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<span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;">You’ll have a chance to ask any questions you might have at this point, and you’ll also be encouraged to ask any questions you have or raise any concerns as you go. It’s your assessment so the health care professional will do everything they can to make you feel at ease.<o:p></o:p></span></div>
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<i style="mso-bidi-font-style: normal;"><span style="color: red; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin;">I have had three and this was not the case in any of them.<span style="mso-spacerun: yes;"> </span>You may be luckier.<o:p></o:p></span></i></div>
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<span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;"> <u>2. Discussing your medical condition(s)</u><o:p></o:p></span></div>
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<span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;">The health care professional will then ask you about your medical condition(s). A lot of this may be information you’ve already included in the ESA50 questionnaire you’ve filled in, but this will be a chance to talk about what may have changed since you completed the questionnaire.<o:p></o:p></span></div>
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<span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;">They’ll ask questions to understand your current symptoms and how frequently you experience these. They’ll also ask about any medication you’re taking and any side effects you’re experiencing.<o:p></o:p></span></div>
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<i style="mso-bidi-font-style: normal;"><span style="color: red; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin;">Be very clear about all of this.<span style="mso-spacerun: yes;"> </span>Your HCP may not be as fully trained as your GP and will not be as expert as your consultant (if you are under one) and so may not appreciate all of the aspects of your condition, although they may give the impression they are.<o:p></o:p></span></i></div>
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<span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;">Next they’ll move on to chatting about your situation at home, such as who you live with and any accessibility issues you might have, like going up and down stairs. They’ll also be keen to hear about any work you’ve done in the past or are currently doing, and any difficulties you’ve experienced while doing them.<o:p></o:p></span></div>
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<i style="mso-bidi-font-style: normal;"><span style="color: red; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin;">Again, be on your guard as seemingly innocent and incidental questions may be interpreted with a very precise meaning that may or may not be applicable to you.<o:p></o:p></span></i></div>
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<u><span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;">3. The ‘typical day’ assessment</span></u><span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;"><o:p></o:p></span></div>
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<span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;">This is the main part of the assessment and will be the element the health care professional spends the most time on. They’ll ask you to talk about your daily routine in detail – what you can and can’t do due to your health problems, or what you struggle to do. This allows them to get a good understanding of your daily routine and how your condition affects you.<o:p></o:p></span></div>
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<i style="mso-bidi-font-style: normal;"><span style="color: red; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin;">Many people have two typical days – a typically good day and a typically bad day, so make any variability in your condition VERY clear.<o:p></o:p></span></i></div>
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<span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;">During this part of the assessment the health care professional may ask you some quite detailed questions about your daily life that you may not have been asked before by other health care professionals. This is so they can make the most accurate assessment of the impact of your condition and they’ll always be happy to explain why they’re asking if you have any concerns.<o:p></o:p></span></div>
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<i style="mso-bidi-font-style: normal;"><span style="color: red; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin;">You constantly have to be alert to the underhand techniques being used so always ask why a question is relevant and what interpretation will be placed on the answer you give.<o:p></o:p></span></i></div>
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<u><span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;">4. The physical examination</span></u><span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;"><o:p></o:p></span></div>
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<span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;">Depending on the nature of your condition, you might then be asked for your permission to carry out a physical examination. This is a simple and not at all intensive examination – it’s not meant to make a diagnosis but instead to look at how your condition affects you physically. At most you might be asked to remove outer clothing layers, but nothing else.<o:p></o:p></span></div>
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<span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;">This examination isn’t like one you might have had at the GP where the doctor would have physically manipulated your joints for example. Here, the health care professional will ask you to control all of your movements yourself so you don’t exceed your limits or cause yourself pain. <o:p></o:p></span></div>
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<i style="mso-bidi-font-style: normal;"><span style="color: red; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin;">This is the first reference to pain, so make the levels of pain you experience very clear and how you manage it.<span style="mso-spacerun: yes;"> </span>There is an assumption that drugs can remove pain and if you do not take enough, the pain cannot be that bad.<span style="mso-spacerun: yes;"> </span>Be very clear over side effects and remember that the long term effects of medication will be downplayed. <o:p></o:p></span></i></div>
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<span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;">He or she may also carry out hearing, heart, breathing or sight tests depending on your condition. You won’t be forced to do anything that causes you pain and if you do feel uncomfortable you should tell the health care professional.<o:p></o:p></span></div>
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<u><span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;">5. Summing up the process</span></u><span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;"><o:p></o:p></span></div>
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<span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;">Finally, the health care professional will explain again what happens next, and that you’ll be hearing directly from a Decision Maker at the Department for Work and Pensions (DWP) about the outcome of your claim. You’ll then be given another opportunity to ask questions or raise any concerns – the health care professional will be keen to make sure you don’t leave the assessment with any worries or unanswered questions. Once any queries you’ve raised are answered that’ll be the end of the assessment, and the health care professional will take you back to the assessment centre reception.<o:p></o:p></span></div>
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<i style="mso-bidi-font-style: normal;"><span style="color: red; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin;">Always worth asking the HCP for their initial thoughts on your capability to work or otherwise, but unlikely you will receive a straight answer.<span style="mso-spacerun: yes;"> </span>The DWP Decision Maker may technically decide if you are to receive ESA or not, but as the medical expert is the only one is qualified to comment on your fitness to work, they must have an opinion.<o:p></o:p></span></i></div>
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<strong><span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;">After the assessment</span></strong><span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;"><o:p></o:p></span></div>
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<span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;">Once you’ve left, the health care professional will fill in the rest of your report. They’ll do so straight after the assessment to make sure all the information is completely accurate, then send it, along with any other medical information you’ve provided, straight onto the DWP where a decision will be made about your claim.<o:p></o:p></span></div>
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<span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;">We hope that this was useful. If you have any other questions, take a look at the </span><a href="http://www.atoshealthcare.com/claimants/faq" target="_blank"><span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;">FAQ</span></a><span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;"> section of our site, which has lots of useful information about all aspects of the assessment process.<o:p></o:p></span></div>
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<u><span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 16pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;">How the Atos Healthcare health care professional assesses capability<o:p></o:p></span></u></h1>
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<span class="time7"><span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;">Oct 30, 2012 17:13 GMT<o:p></o:p></span></span></div>
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<a href="http://www.mynewsdesk.com/uk/pressroom/atos-healthcare/blog_post/view/how-the-atos-healthcare-health-care-professional-assesses-capability-15472"><b style="mso-bidi-font-weight: normal;"><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin;"><span style="color: #3d9bbc;">http://www.mynewsdesk.com/uk/pressroom/atos-healthcare/blog_post/view/how-the-atos-healthcare-health-care-professional-assesses-capability-15472</span></span></b></a><b style="mso-bidi-font-weight: normal;"><span style="color: #555555; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin;"><o:p></o:p></span></b></div>
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<span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;">Illnesses and disabilities affect people in different ways, and to different degrees, which is why the focus of the Work Capability Assessment is on capability, rather than diagnosis. Atos Healthcare health care professionals do not diagnose conditions or offer advice on their treatment, but review the information available about what each person is able to do.<o:p></o:p></span></div>
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<i style="mso-bidi-font-style: normal;"><span style="color: red; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin;">This is not true.<span style="mso-spacerun: yes;"> </span>In deciding you are fit to work in the absence of the specific agreement of your GP, the HCP is affecting your treatment programme and they cannot say otherwise.<span style="mso-spacerun: yes;"> </span><o:p></o:p></span></i></div>
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<i style="mso-bidi-font-style: normal;"><span style="color: red; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin;">This emphasis on capability rather than diagnosis is a misnomer.<span style="mso-spacerun: yes;"> </span>The HCP sees you once and so cannot possibly see all of the variability that may exist with your condition.<span style="mso-spacerun: yes;"> </span>They can therefore only go by what you say and can only assess it objectively if they are familiar with the condition itself and its typical symptoms.<span style="mso-spacerun: yes;"> </span>Diluting the relevance of diagnostic and clinical knowledge is however necessary to allow the use predominantly of nurses and physiotherapists.<o:p></o:p></span></i></div>
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<span style="font-family: Calibri;"><span style="color: black; mso-bidi-font-family: 'Times New Roman'; mso-fareast-font-family: 'Times New Roman'; mso-fareast-language: EN-GB; mso-themecolor: text1;">The aim of the Work Capability Assessment (WCA) is to</span><span style="mso-bidi-font-family: 'Times New Roman'; mso-fareast-font-family: 'Times New Roman'; mso-fareast-language: EN-GB;"> assess the effects of an individual’s health condition or disability on their ability to carry out a range of everyday activities. <o:p></o:p></span></span></div>
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<i style="mso-bidi-font-style: normal;"><span style="color: red; mso-bidi-font-family: 'Times New Roman'; mso-fareast-font-family: 'Times New Roman'; mso-fareast-language: EN-GB;"><span style="font-family: Calibri;">Note the careful avoidance of the word “work”.<span style="mso-spacerun: yes;"> </span>Note too that there is no definition of the word “work” as if it exists in only one generalised form.<span style="mso-spacerun: yes;"> </span>So you are been assessed to perform something that is not defined.<o:p></o:p></span></span></i></div>
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<span style="mso-bidi-font-family: 'Times New Roman'; mso-fareast-font-family: 'Times New Roman'; mso-fareast-language: EN-GB;"><span style="font-family: Calibri;">This includes areas of functional capacity such as mobilising, standing and sitting, learning tasks and awareness of hazards which are relevant to work. Illnesses and disabilities affect people in different ways, and to different degrees, which is why the focus of the assessment is on capability, rather than diagnosis. Our health care professionals do not diagnose conditions or offer advice on their treatment, but review the information available about what each person is able to do. This information may come from the claimant, as part of the questionnaire that is completed, or through discussion at a face to face assessment. It may also come from the claimant’s treating health care professional.<o:p></o:p></span></span></div>
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<i style="mso-bidi-font-style: normal;"><span style="color: red; mso-bidi-font-family: 'Times New Roman'; mso-fareast-font-family: 'Times New Roman'; mso-fareast-language: EN-GB;"><span style="font-family: Calibri;">Note the surreptitious approach taken as described above – take nothing for granted and do not assume you will be given any benefit of the doubt.<span style="mso-spacerun: yes;"> </span><span style="mso-spacerun: yes;"> </span>Note too that Atos has decided that bending and kneeling is no longer necessary in any job these days so your ability to do either/both is not even tested.<o:p></o:p></span></span></i></div>
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<span style="mso-bidi-font-family: 'Times New Roman'; mso-fareast-font-family: 'Times New Roman'; mso-fareast-language: EN-GB;"><span style="font-family: Calibri;">All of the people we employ to carry out WCA assessments are trained, fully registered doctors, nurses or physiotherapists. <o:p></o:p></span></span></div>
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<i style="mso-bidi-font-style: normal;"><span style="color: red; mso-bidi-font-family: 'Times New Roman'; mso-fareast-font-family: 'Times New Roman'; mso-fareast-language: EN-GB;"><span style="font-family: Calibri;">In theory yes, but there is no foolproof system place to make sure that registration is ALWAYS up to date.<o:p></o:p></span></span></i></div>
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<span style="mso-bidi-font-family: 'Times New Roman'; mso-fareast-font-family: 'Times New Roman'; mso-fareast-language: EN-GB;"><span style="font-family: Calibri;">In addition to their existing clinical expertise, they have all received specific training to become disability analysts, to provide WCAs in accordance with Employment and Support Allowance (ESA) legislation. Following training, each healthcare professional must demonstrate their competency to the Department for Work and Pensions before gaining their approval to produce WCA reports.<o:p></o:p></span></span></div>
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<u><span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 16pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;">Atos Healthcare: All about your Work Capability Assessment report<o:p></o:p></span></u></h1>
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<span class="time7"><span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;">Oct 03, 2012 15:31 BST<o:p></o:p></span></span></div>
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<a href="http://www.mynewsdesk.com/uk/pressroom/atos-healthcare/blog_post/view/atos-healthcare-all-about-your-work-capability-assessment-report-15026"><b style="mso-bidi-font-weight: normal;"><span style="mso-bidi-font-family: 'Times New Roman'; mso-fareast-font-family: 'Times New Roman'; mso-fareast-language: EN-GB;"><span style="color: #3d9bbc; font-family: Calibri;">http://www.mynewsdesk.com/uk/pressroom/atos-healthcare/blog_post/view/atos-healthcare-all-about-your-work-capability-assessment-report-15026</span></span></b></a><b style="mso-bidi-font-weight: normal;"><span style="mso-bidi-font-family: 'Times New Roman'; mso-fareast-font-family: 'Times New Roman'; mso-fareast-language: EN-GB;"><o:p></o:p></span></b></div>
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<span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;">Most people applying for Employment and Support Allowance (ESA) will need to attend a face-to face assessment – the Work Capability Assessment or WCA – with a trained Atos Healthcare professional.<o:p></o:p></span></div>
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<span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;"> If you are asked to attend a face-to-face assessment, the healthcare professional you see will fill out an assessment report setting out the details of your condition(s) and how it affects you.<o:p></o:p></span></div>
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<span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;"> This blog post provides further information on the report and how it’s used.<o:p></o:p></span></div>
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<span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;"> <u>What is your assessment report?</u><o:p></o:p></span></div>
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<span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;">The report is split into two halves. The first part will be completed by the healthcare professional whilst you are talking together. It will include information about all the conditions you’ve been diagnosed with, how you feel these affect you and details of what you do in a typical day. They will take account of symptoms that are not the same every day. The report will also cover what medication you’re on and any side effects you may be experiencing from that, as well as noting any findings from the simple physical examination that may be required in some cases. You will notice the healthcare professional is noting this information as you talk together to make sure the report is accurate.<o:p></o:p></span></div>
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<span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;"> When your assessment itself is over, the healthcare professional continues to work on the second half of the report. Here, the healthcare professional will set out their view of how you’re affected by your condition(s), using all the information from your conversation with them as well as any other medical information present. They will base their assessment on a set of criteria known as “functional descriptors” – actions and capabilities that may be affected by your condition. These “descriptors” take account of physical, sensory and mental health problems. The healthcare professional must use these criteria as they have been defined by the DWP within the legislation relating to ESA. The healthcare professional will summarise the information present.<o:p></o:p></span></div>
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<span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;">We then send the report, along with any other information you’ve provided, such as further medical evidence, to the DWP. A Decision Maker at the DWP will then use all of this, and any other information they have, to make a decision on your claim.<o:p></o:p></span></div>
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<span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;"> The healthcare professional that carries out your WCA doesn’t make any decision about your benefit entitlement, and won’t know the outcome of your claim.<o:p></o:p></span></div>
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<i style="mso-bidi-font-style: normal;"><span style="color: red; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin;">So if they get it wrong they will be none the wiser and will make the same mistakes over and over again.<o:p></o:p></span></i></div>
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<span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;"> <u>How can you get hold of a copy?</u><o:p></o:p></span></div>
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<span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Helvetica; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;">You’re entitled to see a copy of your assessment report. If you’d like to get a copy, you just need to get in touch with the Jobcentre Plus office that is dealing with your claim.<o:p></o:p></span></div>
Tia Juniorhttp://www.blogger.com/profile/13991968296961226066noreply@blogger.com0tag:blogger.com,1999:blog-4584110836320240796.post-8778837321280373372012-10-25T10:48:00.000-07:002012-10-25T10:50:18.998-07:00We don't know (care) how many people have died<table border="1" cellpadding="0" cellspacing="0" class="MsoTableGrid" style="border-bottom: medium none; border-collapse: collapse; border-left: medium none; border-right: medium none; border-top: medium none; mso-border-alt: solid windowtext .5pt; mso-padding-alt: 0cm 5.4pt 0cm 5.4pt; mso-yfti-tbllook: 1184;"><tbody>
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<a href="http://www.blogger.com/null" name="qn_237"></a><a href="http://www.blogger.com/null" name="121024w0005.htm_wqn31"></a><a href="http://www.blogger.com/null" name="12102463000887"></a><a href="http://www.blogger.com/null" name="12102463001224"></a><span class="googqs-tidbit-2"><b><i style="mso-bidi-font-style: normal;"><span lang="EN" style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ansi-language: EN; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><a href="http://www.publications.parliament.uk/pa/cm201213/cmhansrd/cm121024/text/121024w0005.htm"><span style="color: blue;">http://www.publications.parliament.uk/pa/cm201213/cmhansrd/cm121024/text/121024w0005.htm</span></a></span></i></b></span><b><i style="mso-bidi-font-style: normal;"><span lang="EN" style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ansi-language: EN; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><o:p></o:p></span></i></b></div>
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<span class="googqs-tidbit-2"><b><i style="mso-bidi-font-style: normal;"><span lang="EN" style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ansi-language: EN; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">“Tom Greatrex:</span></i></b></span><span class="googqs-tidbit-2"><i style="mso-bidi-font-style: normal;"><span lang="EN" style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ansi-language: EN; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"> To ask the Secretary of State for Work and Pensions pursuant</span></i></span><i style="mso-bidi-font-style: normal;"><span lang="EN" style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ansi-language: EN; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"> to the answer of 27 June 2012, <span style="mso-bidi-font-style: italic;">Official Report</span>, column 1098W, on work capability assessment: appeals, how many people found fit for work under the work capability assessment have subsequently died within <span style="mso-bidi-font-style: italic;">(a)</span> three, <span style="mso-bidi-font-style: italic;">(b)</span> six and <span style="mso-bidi-font-style: italic;">(c) </span>12 months of the assessment decision in (i) Scotland and (ii) the UK. [122403]<o:p></o:p></span></i></div>
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<a href="http://www.blogger.com/null" name="st_363"></a><a href="http://www.blogger.com/null" name="12102463000888"></a><a href="http://www.blogger.com/null" name="121024w0005.htm_spnew31"></a><a href="http://www.blogger.com/null" name="12102463001225"></a><b><i style="mso-bidi-font-style: normal;"><span lang="EN" style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ansi-language: EN; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">Mr Hoban:</span></i></b><i style="mso-bidi-font-style: normal;"><span lang="EN" style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ansi-language: EN; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"> The information requested is not available.<span style="mso-spacerun: yes;"> </span><a href="http://www.blogger.com/null" name="stpa_541"></a><a href="http://www.blogger.com/null" name="121024w0005.htm_para35"></a><a href="http://www.blogger.com/null" name="12102463000889"></a>Data on the number of ESA claimants that have died following a Fit for Work decision are not available, as the Department does not hold information on a death if the person has already left benefit.”<o:p></o:p></span></i></div>
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<span style="font-family: Calibri;">One would have thought that prior to the WCA implementation a full risk assessment would have been undertaken and likewise for every major change to it since. It was not. There have been odd RAs since in odd areas, but they have all (deliberately?) omitted the greatest risk of all. Risk assessment and impact analysis sit side by side and one is looking for <u>combinations</u> of risk & impact that are high – they do not both individually need to be high. </span></div>
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<span style="font-family: Calibri;">Amongst a variety of risks is the obvious risk of getting an assessment wrong (it will never be 100% accurate). However small the risk was perceived to be, the subsequent impact could be momentous – someone dies, so on any scale using any criteria or any management philosophy this possibility would appear high on the risk management matrix. The only theoretical situation where is would not be the case is where the risk of a wrong assessment could be genuinely judged as zero.</span></div>
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<span style="font-family: Calibri;">Having comprehensively assessed the risk, good management practice would then evolve a plan to mitigate it, both in the sense of minimising both parameters ongoing, together with a contingency plan to ensure ‘failures’ are dealt with effectively. To do this one does of course need the appropriate information, most particularly the feedback on ‘failures’, so that causes can be identified and the process adapted to avoid repetition. This is simply learning from one’s mistakes which is apparently a cornerstone philosophy of both the DWP service charter and the Civil Service Code. In the private sector, this approach is regularly taken when there is just a few quid at stake let alone lives.</span></div>
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<span style="font-family: Calibri;">However, not necessary here it seems. A person dying is bad enough, but the Government’s demonstrable lack of concern or interest is the real indictment and undoubtedly an unforgivable dereliction of duty. This is what they must answer for.</span></div>
Tia Juniorhttp://www.blogger.com/profile/13991968296961226066noreply@blogger.com2tag:blogger.com,1999:blog-4584110836320240796.post-23257022073997412162012-10-11T12:20:00.000-07:002012-10-11T12:20:52.925-07:00Underhand wheelchair assessment by untrained staff<div class="MsoNormal" style="margin: 6pt 0cm 0pt 21.25pt;">
<span style="color: black; mso-bidi-font-family: Arial; mso-themecolor: text1;"><span style="font-family: Calibri;">.<o:p></o:p></span></span></div>
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<span style="color: black; mso-bidi-font-family: Arial; mso-themecolor: text1;"><span style="font-family: Calibri;">A recent FoI request exchange with DWP:<o:p></o:p></span></span></div>
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<b style="mso-bidi-font-weight: normal;"><span style="color: black; mso-bidi-font-family: Arial; mso-themecolor: text1;"><span style="font-family: Calibri;">Question:<o:p></o:p></span></span></b></div>
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<span style="color: black; mso-bidi-font-family: Arial; mso-themecolor: text1;"><span style="font-family: Calibri;">The WCA Handbook consistently instructs HCPs to use an evidence-based approach, not to leave anything to chance and avoid ambiguity. This is obviously important to a DWP DM who has no formal medical training.<br /><br />However, in complete contradiction of this basic principle, HCPs are allowed to speculate over ways in which an individual’s mobility might be improved by the use of mobility aids, even though the individual may not have used them before and the individual’s GP has specifically advised against them. P 26 of the WCA Handbook<br />(</span><a href="http://www.dwp.gov.uk/docs/wca-handbook"><span style="color: black; mso-themecolor: text1;"><span style="font-family: Calibri;">http://www.dwp.gov.uk/docs/wca-handbook</span></span></a><span style="font-family: Calibri;">....) states:<br style="mso-special-character: line-break;" /><br style="mso-special-character: line-break;" /><o:p></o:p></span></span></div>
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<span style="color: black; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text1;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">a)</span><span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="color: black; mso-bidi-font-family: Arial; mso-themecolor: text1;"><span style="font-family: Calibri;">“......... the HCP should consider whether a person could potentially use a wheelchair regardless of whether or not they have ever used a wheelchair. In considering this issue, as above, upper limb function and cardio respiratory status must be taken into account.” and<o:p></o:p></span></span></div>
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<span style="color: black; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text1;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">b)</span><span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="color: black; mso-bidi-font-family: Arial; mso-themecolor: text1;"><span style="font-family: Calibri;">“A manual wheelchair may be considered any form of wheelchair that is not electrically driven.”<o:p></o:p></span></span></div>
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<span style="color: black; mso-bidi-font-family: Arial; mso-themecolor: text1;"><span style="font-family: Calibri;">Note the use of the word “potentially”, i.e. they do not need to make a definite recommendation, just suggest there is a possibility without even having to qualify it with “good”, “slight” etc.<br /><br />If the HCP is of this opinion:<br /><br />1) Are they required to discuss the proposition openly with the individual during the WCA to make sure nothing relevant is overlooked?<br /><br />2) Are they required to state the recommendation clearly on the ESA85? Not being medically trained, it would of course not be possible to leave a DWP DM to draw their own conclusion.<br /><br />3) What (if any) limitations are there on the aids they can consider – specifically, could they consider a powered mobility scooter? If not, why not?<br /><br />4) If there are limitations, on what are they based? If there are no limitations and individual HCPs can act as they see fit, how do you ensure fairness & consistency?<br /><br />5) Assessing a patient’s need and suitability for a wheelchair is in itself a highly technical and complex issue requiring specific education and training. (See for example </span><a href="http://healthcare.remploy.co.uk/_assets/"><span style="color: black; mso-themecolor: text1;"><span style="font-family: Calibri;">http://healthcare.remploy.co.uk/_assets/</span></span></a><span style="font-family: Calibri;">.... Furthermore, the NHS<br />website (</span><a href="http://www.nhs.uk/NHSEngland/AboutNHSser"><span style="color: black; mso-themecolor: text1;"><span style="font-family: Calibri;">http://www.nhs.uk/NHSEngland/AboutNHSser</span></span></a><span style="font-family: Calibri;">...) states: “The people who assess you (for wheelchair use) will all be health professionals, such as GPs, occupational therapists or physiotherapists, and should include a "rehabilitation engineer" (someone who specialises in wheelchairs and seating). There is no one-size-fits-all policy, which means you will be assessed according to your individual needs. The assessment should take into account your physical and social needs, as well as the environment in which you live and work.”<br style="mso-special-character: line-break;" /><br style="mso-special-character: line-break;" /><o:p></o:p></span></span></div>
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<span style="color: black; mso-bidi-font-family: Arial; mso-themecolor: text1;"><span style="font-family: Calibri;">6) Are all HCPs performing WCAs fully qualified to consider all of these factors relevant to wheelchair use, notably rehabilitation engineering, before making their recommendation? If they are so qualified, why can’t they make the recommendation openly in the best interests of the patient?<br /><br />Finally,<br />7) Can a DWP DM decide to award zero points for the mobility descriptor based on what might only be a remote and unproven possibility?<br style="mso-special-character: line-break;" /><br style="mso-special-character: line-break;" /><o:p></o:p></span></span></div>
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<span style="color: black; mso-bidi-font-family: Arial; mso-themecolor: text1;"><span style="font-family: Calibri;">8) What steps must the DM take to eliminate the uncertainty left by the Atos DM?<br /><br />Please note that none of this information is contained within the WCA handbook.<o:p></o:p></span></span></div>
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<b style="mso-bidi-font-weight: normal;"><span style="color: black; mso-themecolor: text1;"><span style="font-family: Calibri;">DWP Response<o:p></o:p></span></span></b></div>
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<span style="color: black; mso-bidi-font-family: Arial; mso-themecolor: text1;"><span style="font-family: Calibri;"><em>“The role of the FoI Act is about the supply of recorded information held by the Department<o:p></o:p></em></span></span></div>
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<span style="color: black; mso-bidi-font-family: Arial; mso-themecolor: text1;"><span style="font-family: Calibri;"><em>rather than providing an explanation to, or confirming whether the assumptions made by the author of the questions are correct or not.”</em> – not exactly helpful<o:p></o:p></span></span></div>
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<b style="mso-bidi-font-weight: normal;"><span style="color: black; mso-themecolor: text1;"><span style="font-family: Calibri;">Reply/<o:p></o:p></span></span></b></div>
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<b style="mso-bidi-font-weight: normal;"><span style="color: black; mso-themecolor: text1;"><span style="font-family: Calibri;">conclusion<o:p></o:p></span></span></b></div>
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<span style="color: black; mso-bidi-font-family: Arial; mso-themecolor: text1;"><span style="font-family: Calibri;">We have a document (the WCA Handbook) written by Atos approved by DWP that instructs HCPs to undertake what amounts to a wheelchair assessment <o:p></o:p></span></span></div>
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<span style="color: black; font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol; mso-themecolor: text1;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="color: black; mso-bidi-font-family: Arial; mso-themecolor: text1;"><span style="font-family: Calibri;">knowing they are not adequately trained.<o:p></o:p></span></span></div>
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<span style="color: black; font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol; mso-themecolor: text1;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="color: black; mso-bidi-font-family: Arial; mso-themecolor: text1;"><span style="font-family: Calibri;">without providing the support stipulated for this assessment<o:p></o:p></span></span></div>
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<span style="color: black; font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol; mso-themecolor: text1;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="color: black; mso-bidi-font-family: Arial; mso-themecolor: text1;"><span style="font-family: Calibri;">surreptitiously, without discussion with the claimant<o:p></o:p></span></span></div>
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<span style="color: black; font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol; mso-themecolor: text1;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="color: black; mso-bidi-font-family: Arial; mso-themecolor: text1;"><span style="font-family: Calibri;">potentially without all of the relevant information available.<br /><br />This is followed by a DWP decision making process that can reach a conclusion that uses this assessment again without any prior discussion with the claimant or consideration of the consequences.<span style="mso-spacerun: yes;"> </span>It does not even declare what it has done, let alone provide the claimant with any help in pursuing the proposal. The ultimate dishonest insult is that Atos/DWP then admit that they are not able to prescribe treatment and deny that they have stated that a wheelchair would be in the person’s best interests when this is EXACTLY what they have done – they have categorically said that the person’s ability to get a job is better with a wheelchair than without one.<br /><br />Despite the significance of this conclusion there is no other information available within Atos or DWP that explains this series of contradictions or indicates it has ever been considered. This is clearly either a serious dereliction of duty, or a deliberate deception.</span></span></div>
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<span style="color: black; mso-bidi-font-family: Arial; mso-themecolor: text1;"><span style="font-family: Calibri;"><br />It is quite clear what I am trying to establish here and in the light of your response, I would remind you of certain features of FoI legislation as described on the ICO website:<o:p></o:p></span></span></div>
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<span style="color: black; font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol; mso-themecolor: text1;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="color: black; mso-bidi-font-family: Arial; mso-themecolor: text1;"><span style="font-family: Calibri;">“The main principle behind freedom of information legislation is that people have a right to know about the activities of public authorities, unless there is a good reason for them not to. This is sometimes described as a presumption or assumption in favour of disclosure.”<o:p></o:p></span></span></div>
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<span style="color: black; font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol; mso-themecolor: text1;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="color: black; mso-bidi-font-family: Arial; mso-themecolor: text1;"><span style="font-family: Calibri;">“The Act covers all recorded information held by a public authority. It is not limited to official documents and it covers, for example, drafts, emails, notes, recordings of telephone<br />conversations and CCTV recordings.”<o:p></o:p></span></span></div>
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<span style="color: black; font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol; mso-themecolor: text1;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="color: black; mso-bidi-font-family: Arial; mso-themecolor: text1;"><span style="font-family: Calibri;">“FOIA applies to official information held in private email accounts (and other media formats) when held on behalf of the public authority”<o:p></o:p></span></span></div>
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<span style="color: black; font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol; mso-themecolor: text1;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="color: black; mso-bidi-font-family: Arial; mso-themecolor: text1;"><span style="font-family: Calibri;">Your obligation under the Act to “publish certain information proactively”.<o:p></o:p></span></span></div>
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<span style="color: black; font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol; mso-themecolor: text1;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="color: black; mso-bidi-font-family: Arial; mso-themecolor: text1;"><span style="font-family: Calibri;">The principle of “voluntarily giving information . . . . . outside the provisions of the Act” <o:p></o:p></span></span></div>
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<span style="color: black; font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol; mso-themecolor: text1;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="color: black; mso-bidi-font-family: Arial; mso-themecolor: text1;"><span style="font-family: Calibri;">"Public authorities should be flexible in offering advice and assistance most appropriate to the circumstances of the applicant. “<br /><br />As you can see, you are required to do somewhat more than rebuff a request just because it is awkward to answer, although in doing so, you do of course send a very clear message – we (DWP) know what we are doing isn’t right, but we are going to carry on doing it anyway even though it cheats some people out of their legitimate entitlement to ESA.<o:p></o:p></span></span></div>
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Tia Juniorhttp://www.blogger.com/profile/13991968296961226066noreply@blogger.com0tag:blogger.com,1999:blog-4584110836320240796.post-86842195301035162312012-10-10T11:16:00.000-07:002012-10-10T11:16:49.937-07:00The Misnomers around Evidence Evaluation within Decision Making<div class="MsoNormal" style="margin: 6pt 0cm 0pt; text-indent: 0cm;">
<span style="color: black; mso-bidi-font-family: Arial; mso-themecolor: text1;"><span style="font-family: Calibri;">Government Ministers and DWP frequently talk about Decision Makers (DMs) applying weightings to each piece of evidence they have to derive their conclusion. <span style="mso-spacerun: yes;"> </span>This sound very scientific and objective, so it is worth understanding quite how it works and in particular:<o:p></o:p></span></span></div>
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<span style="color: black; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text1;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">1)</span><span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="color: black; mso-bidi-font-family: Arial; mso-themecolor: text1;"><span style="font-family: Calibri;">On a case by case basis, how does a DM appropriately weight each of the pieces of information in front of him/her, particularly as the nature and amount of it will vary?<o:p></o:p></span></span></div>
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<span style="color: black; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text1;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">2)</span><span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="color: black; mso-bidi-font-family: Arial; mso-themecolor: text1;"><span style="font-family: Calibri;">Are the weighting decided upon recorded for audit/Quality checking purposes case by case?<o:p></o:p></span></span></div>
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<span style="color: black; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text1;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">3)</span><span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="color: black; mso-bidi-font-family: Arial; mso-themecolor: text1;"><span style="font-family: Calibri;">Are the weightings “fixed” for a given assortment of information – e.g. for all cases where only the ESA50 & ESA85 are available, will the respective weightings always be the same across ALL DMs? If not, what features of either/both could bring about variations in weightings?<o:p></o:p></span></span></div>
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<span style="color: black; mso-bidi-font-family: Arial; mso-themecolor: text1;"><span style="font-family: Calibri;">Through FoI requests, it appears there is no information covering any of these questions, so something is clearly not right.<span style="mso-spacerun: yes;"> </span>It boils down again to “spin” and using words that exaggerate the reality of what is taking place.<span style="mso-spacerun: yes;"> </span>A prime example is over Atos’s “Mystery Shopping” activities which are no longer a mystery and little more than an admin check – there is certainly no intention to simulate a claimant’s experience.<o:p></o:p></span></span></div>
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<span style="color: black; mso-bidi-font-family: Arial; mso-themecolor: text1;"><span style="font-family: Calibri;">Here there is what you might generously regard as confusion, not so generously a deliberate attempt to mislead. There is a big difference between:<o:p></o:p></span></span></div>
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<span style="color: black; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text1;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">1)</span><span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="color: black; mso-bidi-font-family: Arial; mso-themecolor: text1;"><span style="font-family: Calibri;">Weighing up the evidence – applying judgement to the significance and credibility of each piece of evidence to form an overall view, which by definition is subjective and difficult to audit and replicate.<o:p></o:p></span></span></div>
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<span style="color: black; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text1;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">2)</span><span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="color: black; mso-bidi-font-family: Arial; mso-themecolor: text1;"><span style="font-family: Calibri;">Weighting the evidence – attaching a numerical value to each piece of evidence representing its importance and credibility with a formula to aggregate into a final decision. With sufficiently detailed guidelines this is much more objective, auditable and reproducible.<o:p></o:p></span></span></div>
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<span style="color: black; mso-bidi-font-family: Arial; mso-themecolor: text1;"><span style="font-family: Calibri;">In the absence of the information to support the existence of b), the methodology employed is obviously a). This would explain the high appeal rate and large number of decisions reversed at tribunal.<br /><br />In addition, a number of worrying admissions arose:<o:p></o:p></span></span></div>
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<span style="color: black; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text1;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">1)</span><span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="color: black; mso-bidi-font-family: Arial; mso-themecolor: text1;"><span style="font-family: Calibri;">DWP will retrospectively under the guise of “clarification” provide Atos with the opportunity to amend a report. This would partly explain why claimants say there are parts of the ESA85 they cannot recall or recall differently. No such opportunity is afforded to the claimant.<o:p></o:p></span></span></div>
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<span style="color: black; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text1;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">2)</span><span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="color: black; mso-bidi-font-family: Arial; mso-themecolor: text1;"><span style="font-family: Calibri;">There is no audit trail for the decision made – i.e. no record of the weightings attached to each piece of evidence and how they were derived to reach a decision.<o:p></o:p></span></span></div>
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<span style="color: black; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text1;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">3)</span><span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="color: black; mso-bidi-font-family: Arial; mso-themecolor: text1;"><span style="font-family: Calibri;">There is a requirement to assess a “customer’s needs” (DWP’s words), which given the high rate of appeal cannot be regarded as successful.<br style="mso-special-character: line-break;" /><br style="mso-special-character: line-break;" /><o:p></o:p></span></span></div>
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<span style="color: black; mso-bidi-font-family: Arial; mso-themecolor: text1;"><span style="font-family: Calibri;">There is nothing here that will directly help with preparing for and getting through a WCA, but you are hopefully now more aware of what really goes on in the background and better able to understand why the result was not as you expected.<o:p></o:p></span></span></div>
Tia Juniorhttp://www.blogger.com/profile/13991968296961226066noreply@blogger.com0tag:blogger.com,1999:blog-4584110836320240796.post-35065880076505350032012-09-12T08:28:00.000-07:002012-09-12T08:28:10.313-07:00WCA Audio Recording - Project management at its very best<div class="MsoNormal" style="margin: 0cm 0cm 0pt; text-indent: 0cm;">
<span style="color: #1f497d; mso-bidi-font-family: Arial; mso-themecolor: text2;"><span style="font-family: Calibri;"><strong><em>The exchange below stemmed from an FoI request and took a staggering 6 months to get some straight answers<o:p></o:p></em></strong></span></span></div>
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<b style="mso-bidi-font-weight: normal;"><u><span style="color: #1f497d; mso-bidi-font-family: Arial; mso-themecolor: text2;"><span style="font-family: Calibri;">WCA Audio recordings (2)<o:p></o:p></span></span></u></b></div>
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<b style="mso-bidi-font-weight: normal;"><u><span style="color: #1f497d; mso-bidi-font-family: Arial; mso-themecolor: text2;"><o:p><span style="text-decoration: none;"><span style="font-family: Calibri;"></span></span></o:p></span></u></b></div>
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<b style="mso-bidi-font-weight: normal;"><u><span style="color: #1f497d; mso-bidi-font-family: Arial; mso-themecolor: text2;"><span style="font-family: Calibri;">22<sup>nd</sup> March 2012<o:p></o:p></span></span></u></b></div>
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<b style="mso-bidi-font-weight: normal;"><u><span style="color: #1f497d; mso-bidi-font-family: Arial; mso-themecolor: text2;"><o:p><span style="text-decoration: none;"><span style="font-family: Calibri;"></span></span></o:p></span></u></b></div>
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<span style="color: #1f497d; mso-bidi-font-family: Arial; mso-themecolor: text2;"><span style="font-family: Calibri;">Dear Department for Work and Pensions,<o:p></o:p></span></span></div>
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<span style="color: #1f497d; mso-bidi-font-family: Arial; mso-themecolor: text2;"><span style="font-family: Calibri;">In 2011, a trial was undertaken and recently Chris Grayling has confirmed that it was successful and the facility is now available on demand nationwide.<span style="mso-spacerun: yes;"> </span>Please provide me with a copy of the following, all of which would have been produced before implementation commenced.<o:p></o:p></span></span></div>
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<span style="color: #1f497d; mso-bidi-font-family: Arial; mso-themecolor: text2;"><o:p><span style="font-family: Calibri;">1</span></o:p></span><span style="color: #1f497d; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text2;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">)</span><span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="color: #1f497d; mso-bidi-font-family: Arial; mso-themecolor: text2;"><span style="font-family: Calibri;">The risk analysis<o:p></o:p></span></span></div>
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<span style="color: #1f497d; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text2;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">2)</span><span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="color: #1f497d; mso-bidi-font-family: Arial; mso-themecolor: text2;"><span style="font-family: Calibri;">The risk register<o:p></o:p></span></span></div>
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<span style="color: #1f497d; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text2;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">3)</span><span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="color: #1f497d; mso-bidi-font-family: Arial; mso-themecolor: text2;"><span style="font-family: Calibri;">The impact assessment<o:p></o:p></span></span></div>
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<span style="color: #1f497d; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text2;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">4)</span><span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="color: #1f497d; mso-bidi-font-family: Arial; mso-themecolor: text2;"><span style="font-family: Calibri;">If they are not available, who authorised implementation without them?<o:p></o:p></span></span></div>
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<b style="mso-bidi-font-weight: normal;"><u><span style="color: black; mso-bidi-font-family: Arial; mso-themecolor: text1;"><span style="font-family: Calibri;">23<sup>rd</sup> <span style="mso-spacerun: yes;"> </span>April 2012<o:p></o:p></span></span></u></b></div>
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<span style="font-family: Calibri;"><span style="color: black; mso-bidi-font-family: Arial; mso-themecolor: text1;">In response to <b>Qs 1, 2 </b>& <b>3 </b>the decision was taken that as the Audio Recording pilot scheme was considered to be an interim solution that there was no requirement for detailed impacting or the undertaking of risk analysis. The Pilot scheme was put in place to allow consideration of the potential volumes of requests and recording methods, to therefore ensure that an appropriate solution to the recording of medical assessments was found.<span style="mso-spacerun: yes;"> </span>In answer to <b>Q 4 </b>this decision was taken by Atos Healthcare and the Head of DWP Medical Services – Commercials.</span><span style="color: #444444; font-family: 'Arial','sans-serif';"><o:p></o:p></span></span></div>
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<b style="mso-bidi-font-weight: normal;"><u><span style="color: #1f497d; mso-bidi-font-family: Arial; mso-themecolor: text2;"><span style="font-family: Calibri;">23<sup>rd</sup> <span style="mso-spacerun: yes;"> </span>April 2012<o:p></o:p></span></span></u></b></div>
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<span lang="EN" style="color: #1f497d; mso-ansi-language: EN; mso-bidi-font-family: Arial; mso-themecolor: text2;"><span style="font-family: Calibri;">Dear Department for Work and Pensions,<br /><br />Please pass this on to the person who conducts Freedom of Information reviews.<br /><br />I am writing to request an internal review of Department for Work and Pensions' handling of my FOI request 'WCA Audio Recording (2)'.<span style="mso-spacerun: yes;"> </span>I would be grateful if you would ensure this is passed to a manager who has the ability to see how absurd the DWP response is.<br /><br />Issue of audio recordings is high profile and a specific recommendation from Professor Harrington. This nprofessional & haphazard approach is therefore a serious letdown to him and his team.<br /><br />The pilot scheme was established to determine the best solution to a problem. Only once the final solution is known, can any other temporary fix be described as “interim”. It is simply impossible to set out to establish an interim answer to anything without knowing what the anything is!!!<br /><br />On this basis, the decision to waive the three key processes was clearly unjustified and fundamentally wrong. An IA was VITAL as the potential consequences of this trail are immense and could spread through the not only JCP, but the TS too. Its omission was therefore a serious dereliction of duty. For the record, Atos has NO part to play in the decision anyway – accountability and responsibility sit EXCLUSIVELY with DWP.<br /><br />There are likewise a number of serious risks – lengthening the WCA for example and to ignore them is an equally serious dereliction of duty.<br /><br />The (unexplained) limitations imposed on the trial rendered it totally incapable of assessing true demand, so this suggestion is not only completely at odds with other FoI responses and information published, it is simply fabricated.<br /><br />The response to another FoI request states that the report and all the associated documents will be available on 04/05/2012. In will be interesting to see how well considered and professionally produced it is.</span></span><span style="color: #1f497d; mso-bidi-font-family: Arial; mso-themecolor: text2;"><o:p><span style="font-family: Calibri;"> </span></o:p></span></div>
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<b style="mso-bidi-font-weight: normal;"><u><span style="font-family: Calibri;"><span style="mso-spacerun: yes;"> </span>DATE 21 May 2012<o:p></o:p></span></u></b></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">At the time of your request, the Audio Recording Pilot had ended and an interim solution was in place whilst the Department was considering the evaluation. As this was considered an interim solution there was no detailed impacting or risk analysis undertaken. I apologise that the previous response implied that the actual pilot was the interim solution and for any confusion that may have arisen. <o:p></o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">Since the request under review was made, the full evaluation report has become available using the following link: <u>http://www.dwp.gov.uk/policy/welfare-reform/employment-and-support/wca-independent-review/year-one/ </u><o:p></o:p></span></div>
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<span style="font-family: Calibri;">In reviewing your request I uphold the decision of the Freedom of Information Officer in part and have added information where appropriate. I am therefore satisfied now that all the information that DWP are able to supply to you has been supplied.<span style="color: #1f497d; mso-bidi-font-family: Arial; mso-themecolor: text2;"><o:p></o:p></span></span></div>
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<b><u><span lang="EN" style="color: #1f497d; mso-ansi-language: EN; mso-bidi-font-family: Arial; mso-fareast-font-family: 'Times New Roman'; mso-fareast-language: EN-GB; mso-themecolor: text2;"><span style="font-family: Calibri;">29 May 2012 <o:p></o:p></span></span></u></b></div>
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<span lang="EN" style="color: #1f497d; mso-ansi-language: EN; mso-bidi-font-family: Arial; mso-fareast-font-family: 'Times New Roman'; mso-fareast-language: EN-GB; mso-themecolor: text2;"><span style="font-family: Calibri;">Dear Department for Work and Pensions,<br /><br />Please pass this on to the person who conducts Freedom of Information reviews.<span style="mso-spacerun: yes;"> </span>I am writing to request an internal review of Department for Work and Pensions’ handling of my FOI request 'WCA Audio Recording (2)'.<br style="mso-special-character: line-break;" /><br style="mso-special-character: line-break;" /><o:p></o:p></span></span></div>
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<span style="font-family: Calibri;"><span lang="EN" style="color: #1f497d; mso-ansi-language: EN; mso-bidi-font-family: Arial; mso-fareast-font-family: 'Times New Roman'; mso-fareast-language: EN-GB; mso-themecolor: text2;">I’m sorry, but you are hedging the issue.<br /><br />1)<span style="mso-spacerun: yes;"> </span>The report published by Atos is 12 months old and includes a number of questions that it feels need to be answered before a full roll-out can take place. Over the past 12 months what information has DWP produced that addresses these questions?<br /><br />2)<span style="mso-spacerun: yes;"> </span>If as you say DWP has been “evaluating” the pilot, what conclusions has it so far drawn, given it has already had 12 months?<br /><br />3)<span style="mso-spacerun: yes;"> </span>To what timetable is DWP working to produce a definitive statement of what it regards as the final solution, bearing in mind it has had 12 months already?<br /><br />4)<span style="mso-spacerun: yes;"> </span>At what point will the statutory requirements for risk & impact analyses plus a risk register be produced?<br /><br />5)<span style="mso-spacerun: yes;"> </span>DWP will have a defined project plan to ensure the evaluation is completed on time and comprehensively includes all of the relevant issues. Please provide a copy.<br /><br />6)<span style="mso-spacerun: yes;"> </span>Who is DWP “owns” this evaluation and the subsequent implementation – i.e. has direct accountability for the success of both.<br /><br />7)<span style="mso-spacerun: yes;"> </span>Is any form of consultation planned and if so, at what point?<br /><br />Can I respectfully remind you of the overarching requirements of Article 19 of the Universal Declaration of Human Rights embodied within UK legislation (Principles 1 – 3 particularly) adherence to which would have offered this information voluntarily. All I am seeking is a clear understanding of DWP’s real attitude to this piece of work and how enthusiastically it intends to pursue it - the impression you are giving is that you have no enthusiasm, little interest and are actively engineering its failure.</span><span lang="EN" style="color: #1f497d; mso-ansi-language: EN; mso-bidi-font-family: Arial; mso-themecolor: text2;"><o:p></o:p></span></span></div>
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<b style="mso-bidi-font-weight: normal;"><u><span style="color: black; mso-bidi-font-family: Arial;"><span style="font-family: Calibri;">11<sup>th</sup> Sept 2012<o:p></o:p></span></span></u></b></div>
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<span style="color: black; mso-bidi-font-family: Arial;"><span style="font-family: Calibri;">In response to <b>Q 1 </b>the questions in Section 8 relate to national rollout. No final decision has been made about this. The answers to these questions have therefore not been formally considered and are therefore not available. <o:p></o:p></span></span></div>
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<span style="color: black; mso-bidi-font-family: Arial;"><span style="font-family: Calibri;">In reply to <b>Qs 2, 3, 4 & 5 </b>DWP are developing criteria in order to evaluate the success of the current approach which will take into account factors such as value for money and the value it adds to the Work Capability Assessment process. Therefore no conclusions have been reached and the information is not available. A timetable and a project plan will be produced as part of the evaluation process which will include the undertaking of risk and impact nalyses. <o:p></o:p></span></span></div>
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<span style="color: black; mso-bidi-font-family: Arial;"><span style="font-family: Calibri;">In answer to <b>Q 6 </b>the evaluation of the pilot scheme is owned by the DWP Health and Wellbeing Directorate. <o:p></o:p></span></span></div>
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<span style="color: black; mso-bidi-font-family: Arial;"><span style="font-family: Calibri;">In response to <b>Q 7 </b>there has been no decision taken in relation to this point. <o:p></o:p></span></span></div>
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<b style="mso-bidi-font-weight: normal;"><u><span style="color: #1f497d; mso-bidi-font-family: Arial; mso-themecolor: text2;"><span style="font-family: Calibri;">Summary<o:p></o:p></span></span></u></b></div>
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<span style="color: #1f497d; mso-bidi-font-family: Arial; mso-themecolor: text2;"><span style="font-family: Calibri;">Having seen the Atos report from the trial published in June 2011, it rather looks like Atos set it up in reasonably good faith albeit without much thought and rigour, so that the dilemmas that subsequently arose were entirely predictable.<span style="mso-spacerun: yes;"> </span>It would have helped if Prof Harrington had provided more guidance and continual reminders as to why the idea ever arose in the first place.<o:p></o:p></span></span></div>
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<span style="color: #1f497d; mso-bidi-font-family: Arial; mso-themecolor: text2;"><span style="font-family: Calibri;">The shameful organisation within DWP is apparent from this last response dated 11<sup>th</sup> September.<span style="mso-spacerun: yes;"> </span>In essence DWP has done nothing to constructively take this forward for a year and a half and even now can only offer faint promises for unspecified dates in the future.<o:p></o:p></span></span></div>
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<span style="color: #1f497d; mso-bidi-font-family: Arial; mso-themecolor: text2;"><span style="font-family: Calibri;">It is bad enough being screwed by a group of so-called public servants but twice as painful when it is done so inefficiency that it costs a lot and achieves nothing.<o:p></o:p></span></span></div>
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<span style="font-family: Calibri;"><span style="color: #1f497d; mso-bidi-font-family: Arial; mso-themecolor: text2;">Full details at:<span style="mso-spacerun: yes;"> </span></span><span style="color: #1f497d; mso-themecolor: text2;"><a href="http://www.whatdotheyknow.com/request/wca_audio_recording_2"><span style="color: #1f497d; mso-themecolor: text2;">http://www.whatdotheyknow.com/request/wca_audio_recording_2</span></a></span></span><span style="color: black; mso-bidi-font-family: Arial;"><o:p></o:p></span></div>
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Tia Juniorhttp://www.blogger.com/profile/13991968296961226066noreply@blogger.com0tag:blogger.com,1999:blog-4584110836320240796.post-89792410217787109712012-09-08T15:15:00.002-07:002012-09-08T15:16:48.135-07:00WCA - A call for evidence - Year 3 Independent Review<h1 style="margin: 12pt 0cm 3pt;">
<a href="http://www.blogger.com/null" name="_Toc329592565"></a><a href="http://www.blogger.com/null" name="_Toc329592511"></a><a href="http://www.blogger.com/null" name="_Toc329592360"></a><a href="http://www.blogger.com/null" name="_Toc328736893"><span style="mso-bookmark: _Toc329592360;"><span style="mso-bookmark: _Toc329592511;"><span style="mso-bookmark: _Toc329592565;"><span style="font-family: Arial; font-size: large;">The Work Capability Assessment – A Call for Evidence: Year 3 Independent Review – Questions</span></span></span></span></a></h1>
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<span style="font-family: Arial;"><span style="mso-bookmark: _Toc328736893;"><span style="mso-bookmark: _Toc329592360;"><span style="mso-bookmark: _Toc329592511;"><span style="mso-bookmark: _Toc329592565;">Question 1</span></span></span></span> </span></h2>
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<b style="mso-bidi-font-weight: normal;"><span style="font-family: Arial;">a) Have you had more than one WCA? <o:p></o:p></span></b></div>
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<b style="mso-bidi-font-weight: normal;"><span style="color: red;"><span style="font-family: Arial;">YES <o:p></o:p></span></span></b></div>
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<b style="mso-bidi-font-weight: normal;"><span style="font-family: Arial;">b) Was your most recent WCA:<o:p></o:p></span></b></div>
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<b style="mso-bidi-font-weight: normal;"><span style="font-family: Arial;">(Please select only one)<o:p></o:p></span></b></div>
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<s style="text-line-through: double;"><span style="font-family: Symbol; mso-bidi-font-family: Symbol; mso-bidi-font-weight: bold; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span></s><s style="text-line-through: double;"><span style="mso-bidi-font-weight: bold;"><span style="font-family: Arial;">A reassessment of an existing Incapacity Benefit (IB) award?<o:p></o:p></span></span></s></div>
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<s style="text-line-through: double;"><span style="font-family: Symbol; mso-bidi-font-family: Symbol; mso-bidi-font-weight: bold; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span></s><s style="text-line-through: double;"><span style="mso-bidi-font-weight: bold;"><span style="font-family: Arial;">A new claim for Employment and Support Allowance (<st1:stockticker w:st="on">ESA</st1:stockticker>)?<o:p></o:p></span></span></s></div>
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<span style="color: red; font-family: Symbol; mso-bidi-font-family: Symbol; mso-bidi-font-weight: bold; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><b><span style="color: red;"><span style="font-family: Arial;">A repeat (second or third) WCA having already been awarded Employment and Support Allowance?<o:p></o:p></span></span></b></div>
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<span style="font-family: Arial;">If you answered YES to Question 1a), please go to Question 2</span></div>
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<span style="font-family: Arial;">If you answered NO to Question 1a), please go to Question 9</span></div>
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<a href="http://www.blogger.com/null" name="_Toc329592566"></a><a href="http://www.blogger.com/null" name="_Toc329592512"></a><a href="http://www.blogger.com/null" name="_Toc329592361"></a><a href="http://www.blogger.com/null" name="_Toc328736894"><span style="mso-bookmark: _Toc329592361;"><span style="mso-bookmark: _Toc329592512;"><span style="mso-bookmark: _Toc329592566;"><span style="font-family: Arial;">Question 2</span></span></span></span></a><span style="font-family: Arial;"> </span></h2>
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<b style="mso-bidi-font-weight: normal;"><span style="font-family: Arial;">Please tell us where you live in <st1:country -region="-region" w:st="on"><st1:place w:st="on">Great Britain</st1:place></st1:country><o:p></o:p></span></b></div>
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<span style="font-family: Arial;">(Please select only one)</span></div>
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<s style="text-line-through: double;"><span style="mso-bidi-font-family: Arial; mso-fareast-font-family: Arial;"><span style="mso-list: Ignore;"><span style="font-family: Arial;">1.</span><span style="font: 7pt 'Times New Roman';"> </span></span></span></s><s style="text-line-through: double;"><span style="font-family: Arial;">South <st1:place w:st="on">East England</st1:place><o:p></o:p></span></s></div>
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<s style="text-line-through: double;"><span style="mso-bidi-font-family: Arial; mso-fareast-font-family: Arial;"><span style="mso-list: Ignore;"><span style="font-family: Arial;">2.</span><span style="font: 7pt 'Times New Roman';"> </span></span></span></s><s style="text-line-through: double;"><span style="font-family: Arial;">South <st1:place w:st="on">West England</st1:place><o:p></o:p></span></s></div>
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<s style="text-line-through: double;"><span style="mso-bidi-font-family: Arial; mso-fareast-font-family: Arial;"><span style="mso-list: Ignore;"><span style="font-family: Arial;">3.</span><span style="font: 7pt 'Times New Roman';"> </span></span></span></s><s style="text-line-through: double;"><span style="font-family: Arial;">North <st1:place w:st="on">East England</st1:place><o:p></o:p></span></s></div>
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<s style="text-line-through: double;"><span style="mso-bidi-font-family: Arial; mso-fareast-font-family: Arial;"><span style="mso-list: Ignore;"><span style="font-family: Arial;">4.</span><span style="font: 7pt 'Times New Roman';"> </span></span></span></s><span style="font-family: Arial;"><st1:state w:st="on"><st1:place w:st="on"><s style="text-line-through: double;">North West</s></st1:place></st1:state><s style="text-line-through: double;"> <st1:country -region="-region" w:st="on"><st1:place w:st="on">England</st1:place></st1:country><o:p></o:p></s></span></div>
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<b style="mso-bidi-font-weight: normal;"><span style="color: red; mso-bidi-font-family: Arial; mso-fareast-font-family: Arial;"><span style="mso-list: Ignore;"><span style="font-family: Arial;">5.</span><span style="font: 7pt 'Times New Roman';"> </span></span></span></b><b style="mso-bidi-font-weight: normal;"><span style="color: red;"><span style="font-family: Arial;">Midlands<o:p></o:p></span></span></b></div>
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<s style="text-line-through: double;"><span style="mso-bidi-font-family: Arial; mso-fareast-font-family: Arial;"><span style="mso-list: Ignore;"><span style="font-family: Arial;">6.</span><span style="font: 7pt 'Times New Roman';"> </span></span></span></s><span style="font-family: Arial;"><st1:country -region="-region" w:st="on"><st1:place w:st="on"><s style="text-line-through: double;">Scotland</s></st1:place></st1:country><s style="text-line-through: double;"><o:p></o:p></s></span></div>
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<s style="text-line-through: double;"><span style="mso-bidi-font-family: Arial; mso-fareast-font-family: Arial;"><span style="mso-list: Ignore;"><span style="font-family: Arial;">7.</span><span style="font: 7pt 'Times New Roman';"> </span></span></span></s><span style="font-family: Arial;"><st1:country -region="-region" w:st="on"><st1:place w:st="on"><s style="text-line-through: double;">Wales</s></st1:place></st1:country><s style="text-line-through: double;"><o:p></o:p></s></span></div>
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<a href="http://www.blogger.com/null" name="_Toc329592567"></a><a href="http://www.blogger.com/null" name="_Toc329592513"></a><a href="http://www.blogger.com/null" name="_Toc329592362"></a><a href="http://www.blogger.com/null" name="_Toc328736895"><span style="mso-bookmark: _Toc329592362;"><span style="mso-bookmark: _Toc329592513;"><span style="mso-bookmark: _Toc329592567;"><span style="font-family: Arial;">Question 3</span></span></span></span></a></h2>
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<b style="mso-bidi-font-weight: normal;"><span style="font-family: Arial;">Were you assessed for:<o:p></o:p></span></b></div>
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<span style="font-family: Arial;">(Please select only one)</span></div>
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<s style="text-line-through: double;"><span style="mso-bidi-font-family: Arial; mso-fareast-font-family: Arial;"><span style="mso-list: Ignore;"><span style="font-family: Arial;">1.</span><span style="font: 7pt 'Times New Roman';"> </span></span></span></s><s style="text-line-through: double;"><span style="font-family: Arial;">A mental, intellectual or cognitive condition or disability<o:p></o:p></span></s></div>
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<b style="mso-bidi-font-weight: normal;"><span style="color: red; mso-bidi-font-family: Arial; mso-fareast-font-family: Arial;"><span style="mso-list: Ignore;"><span style="font-family: Arial;">2.</span><span style="font: 7pt 'Times New Roman';"> </span></span></span></b><b style="mso-bidi-font-weight: normal;"><span style="color: red;"><span style="font-family: Arial;">A physical health condition or disability<o:p></o:p></span></span></b></div>
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<s style="text-line-through: double;"><span style="mso-bidi-font-family: Arial; mso-fareast-font-family: Arial;"><span style="mso-list: Ignore;"><span style="font-family: Arial;">3.</span><span style="font: 7pt 'Times New Roman';"> </span></span></span></s><s style="text-line-through: double;"><span style="font-family: Arial;">Both<o:p></o:p></span></s></div>
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<a href="http://www.blogger.com/null" name="_Toc329592568"></a><a href="http://www.blogger.com/null" name="_Toc329592514"></a><a href="http://www.blogger.com/null" name="_Toc329592363"><span style="mso-bookmark: _Toc329592514;"><span style="mso-bookmark: _Toc329592568;"><span style="font-family: Arial;">Question 4</span></span></span></a></h2>
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<b style="mso-bidi-font-weight: normal;"><span style="font-family: Arial;">What was the outcome of your award?<o:p></o:p></span></b></div>
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<b style="mso-bidi-font-weight: normal;"><span style="color: red; mso-bidi-font-family: Arial; mso-fareast-font-family: Arial;"><span style="mso-list: Ignore;"><span style="font-family: Arial;">1.</span><span style="font: 7pt 'Times New Roman';"> </span></span></span></b><b style="mso-bidi-font-weight: normal;"><span style="color: red;"><span style="font-family: Arial;">Found fit for work (for the 3<sup>rd</sup> consecutive time)<o:p></o:p></span></span></b></div>
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<s style="text-line-through: double;"><span style="mso-bidi-font-family: Arial; mso-fareast-font-family: Arial;"><span style="mso-list: Ignore;"><span style="font-family: Arial;">2.</span><span style="font: 7pt 'Times New Roman';"> </span></span></span></s><s style="text-line-through: double;"><span style="font-family: Arial;">Work related activity<o:p></o:p></span></s></div>
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<s style="text-line-through: double;"><span style="mso-bidi-font-family: Arial; mso-fareast-font-family: Arial;"><span style="mso-list: Ignore;"><span style="font-family: Arial;">3.</span><span style="font: 7pt 'Times New Roman';"> </span></span></span></s><s style="text-line-through: double;"><span style="font-family: Arial;">Support group<o:p></o:p></span></s></div>
<h2 style="margin: 12pt 0cm 4pt;">
<a href="http://www.blogger.com/null" name="_Toc329592569"></a><a href="http://www.blogger.com/null" name="_Toc329592515"></a><a href="http://www.blogger.com/null" name="_Toc329592364"></a><a href="http://www.blogger.com/null" name="_Toc328736896"><span style="mso-bookmark: _Toc329592364;"><span style="mso-bookmark: _Toc329592515;"><span style="mso-bookmark: _Toc329592569;"><o:p><span style="font-family: Arial;"> </span></o:p></span></span></span></a></h2>
<h2 style="margin: 12pt 0cm 4pt;">
<span style="mso-bookmark: _Toc328736896;"><span style="mso-bookmark: _Toc329592364;"><span style="mso-bookmark: _Toc329592515;"><span style="mso-bookmark: _Toc329592569;"><span style="font-family: Arial;">Question 5 (communications)</span></span></span></span></span></h2>
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<b style="mso-bidi-font-weight: normal;"><span style="font-family: Arial;">a) Thinking about the start of your claim, were there any changes in the telephone contact between you and DWP between your first and your most recent WCA?<o:p></o:p></span></b></div>
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<span style="font-family: Arial;">(Please select only one)</span></div>
<div class="Normal-numbered" style="margin: 0cm 0cm 6pt 72pt; mso-list: l0 level2 lfo2; tab-stops: list 72.0pt; text-align: justify; text-indent: -18pt;">
<s style="text-line-through: double;"><span style="font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span></s><s style="text-line-through: double;"><span style="font-family: Arial;">There has been an improvement<o:p></o:p></span></s></div>
<div class="Normal-numbered" style="margin: 0cm 0cm 6pt 72pt; mso-list: l0 level2 lfo2; tab-stops: list 72.0pt; text-align: justify; text-indent: -18pt;">
<s style="text-line-through: double;"><span style="font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span></s><s style="text-line-through: double;"><span style="font-family: Arial;">It was not as good<o:p></o:p></span></s></div>
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<span style="color: red; font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><b style="mso-bidi-font-weight: normal;"><span style="color: red;"><span style="font-family: Arial;">There was no change – equally disinterested.<o:p></o:p></span></span></b></div>
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<br /></div>
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<b style="mso-bidi-font-weight: normal;"><span style="font-family: Arial;">b) <span style="mso-spacerun: yes;"> </span>Between your first and your last WCA, did you notice any changes to the written communications which DWP sent you?<o:p></o:p></span></b></div>
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<span style="font-family: Arial;">(Please select only one)</span></div>
<div class="Normal-numbered" style="margin: 0cm 0cm 6pt 72pt; mso-list: l0 level2 lfo2; tab-stops: list 72.0pt; text-indent: -18pt;">
<s style="text-line-through: double;"><span style="font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span></s><s style="text-line-through: double;"><span style="font-family: Arial;">There has been an improvement<o:p></o:p></span></s></div>
<div class="Normal-numbered" style="margin: 0cm 0cm 6pt 72pt; mso-list: l0 level2 lfo2; tab-stops: list 72.0pt; text-indent: -18pt;">
<s style="text-line-through: double;"><span style="font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span></s><s style="text-line-through: double;"><span style="font-family: Arial;">It was not as good<o:p></o:p></span></s></div>
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<span style="color: red; font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><b style="mso-bidi-font-weight: normal;"><span style="color: red;"><span style="font-family: Arial;">There was no change – certainly not of any consequence.<o:p></o:p></span></span></b></div>
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<br /></div>
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<b style="mso-bidi-font-weight: normal;"><span style="font-family: Arial;">c) <span style="mso-spacerun: yes;"> </span>The <st1:stockticker w:st="on">ESA</st1:stockticker>50 form has been amended; please can you tell us if you think:<o:p></o:p></span></b></div>
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<span style="font-family: Arial;">(Please select only one)</span></div>
<div class="Normal-numbered" style="margin: 0cm 0cm 6pt 72pt; mso-list: l0 level2 lfo2; tab-stops: list 72.0pt; text-indent: -18pt;">
<s style="text-line-through: double;"><span style="font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span></s><s style="text-line-through: double;"><span style="font-family: Arial;">There has been an improvement<o:p></o:p></span></s></div>
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<span style="color: red; font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><b style="mso-bidi-font-weight: normal;"><span style="color: red;"><span style="font-family: Arial;">It was not as good.<span style="mso-spacerun: yes;"> </span>Changes to descriptors were completely unjustified and were simply intended to cut points.<o:p></o:p></span></span></b></div>
<div class="Normal-numbered" style="margin: 0cm 0cm 6pt 72pt; mso-list: l0 level2 lfo2; tab-stops: list 72.0pt; text-indent: -18pt;">
<s style="text-line-through: double;"><span style="font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span></s><s style="text-line-through: double;"><span style="font-family: Arial;">There was no change<o:p></o:p></span></s></div>
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<b style="mso-bidi-font-weight: normal;"><span style="font-family: Arial;">Please use this space to tell us anything that is relevant to communications during the WCA process<o:p></o:p></span></b></div>
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<b style="mso-bidi-font-weight: normal;"><span style="color: red; font-size: 11pt; line-height: 110%;"><span style="font-family: Arial;">Frankly dreadful.<span style="mso-spacerun: yes;"> </span>The DWP notification that my ESA had been stopped was slow coming and arrived AFTER I had obtained a copy of the ESA85, so I knew what was coming.<span style="mso-spacerun: yes;"> </span>It effectively stopped my ESA retrospectively – i.e. 3 weeks before the date of the notification.<o:p></o:p></span></span></b></div>
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<span style="font-family: Arial;"><b style="mso-bidi-font-weight: normal;"><span style="color: red; font-size: 11pt; line-height: 110%;">There was no phone call to explain the decision at any point and I had to chase DWP around to find out what was going on.<span style="mso-spacerun: yes;"> </span>They admitted receiving but completely ignoring the</span><span style="color: red;"> detailed letter of </span></b><b style="mso-bidi-font-weight: normal;"><span style="color: red; font-size: 11pt; line-height: 110%;">complaint I had sent to Atos when making their decision.<span style="mso-spacerun: yes;"> </span>It was only through pressing during these phone calls that I unearthed the “hypothetical wheelchair” deception used to assess mobility and the inconsistencies around it.<span style="mso-spacerun: yes;"> </span>I was and still am staggered that this trick is deemed acceptable.</span></b></span><a href="http://www.blogger.com/null" name="_Toc329592570"></a><a href="http://www.blogger.com/null" name="_Toc329592516"></a><a href="http://www.blogger.com/null" name="_Toc329592365"></a><a href="http://www.blogger.com/null" name="_Toc328736897"><span style="mso-bookmark: _Toc329592365;"><span style="mso-bookmark: _Toc329592516;"><span style="mso-bookmark: _Toc329592570;"><span style="font-size: 11pt; line-height: 110%;"><o:p></o:p></span></span></span></span></a></div>
<h2 style="margin: 12pt 0cm 4pt;">
<span style="mso-bookmark: _Toc328736897;"><span style="mso-bookmark: _Toc329592365;"><span style="mso-bookmark: _Toc329592516;"><span style="mso-bookmark: _Toc329592570;"><span style="font-family: Arial;">Question 6 (face to face assessment)</span></span></span></span></span></h2>
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<b style="mso-bidi-font-weight: normal;"><span style="font-family: Arial;">a) Was there a notable difference between your first and your most recent face to face assessment?<o:p></o:p></span></b></div>
<div class="Normal-numbered" style="margin: 0cm 0cm 6pt 72pt; mso-list: l0 level2 lfo2; tab-stops: list 72.0pt; text-align: justify; text-indent: -18pt;">
<span style="color: red; font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><b style="mso-bidi-font-weight: normal;"><span style="color: red;"><span style="font-family: Arial;">First was better – still not good, but better than the two that followed, primarily because it was a doctor not a nurse.<o:p></o:p></span></span></b></div>
<div class="Normal-numbered" style="margin: 0cm 0cm 6pt 72pt; mso-list: l0 level2 lfo2; tab-stops: list 72.0pt; text-align: justify; text-indent: -18pt;">
<s style="text-line-through: double;"><span style="font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span></s><s style="text-line-through: double;"><span style="font-family: Arial;">Last was better<o:p></o:p></span></s></div>
<div class="Normal-numbered" style="margin: 0cm 0cm 6pt 72pt; mso-list: l0 level2 lfo2; tab-stops: list 72.0pt; text-align: justify; text-indent: -18pt;">
<s style="text-line-through: double;"><span style="font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span></s><s style="text-line-through: double;"><span style="font-family: Arial;">There was no difference<o:p></o:p></span></s></div>
<div class="MsoNormal" style="margin: 0cm 0cm 6pt;">
<b style="mso-bidi-font-weight: normal;"><span style="font-family: Arial;">Please use the space below us to tell us anything else that you think is relevant to the face to face assessment</span><a href="http://www.blogger.com/null" name="_Toc329592571"></a><a href="http://www.blogger.com/null" name="_Toc329592517"></a><a href="http://www.blogger.com/null" name="_Toc329592366"></a><a href="http://www.blogger.com/null" name="_Toc328736898"><span style="mso-bookmark: _Toc329592366;"><span style="mso-bookmark: _Toc329592517;"><span style="mso-bookmark: _Toc329592571;"><o:p></o:p></span></span></span></a></b></div>
<div class="MsoNormal" style="margin: 0cm 0cm 6pt;">
<span style="mso-bookmark: _Toc328736898;"><span style="mso-bookmark: _Toc329592366;"><span style="mso-bookmark: _Toc329592517;"><span style="mso-bookmark: _Toc329592571;"><b style="mso-bidi-font-weight: normal;"><span style="color: red; font-size: 11pt; line-height: 110%;"><span style="font-family: Arial;">For my last WCA, the HCP could not have been less interested.<span style="mso-spacerun: yes;"> </span>She made not note of the information I had taken with me, had clearly not completed the file-work thoroughly and was not at all conversant with the consequences of my condition & treatment.<o:p></o:p></span></span></b></span></span></span></span></div>
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<span style="mso-bookmark: _Toc328736898;"><span style="mso-bookmark: _Toc329592366;"><span style="mso-bookmark: _Toc329592517;"><span style="mso-bookmark: _Toc329592571;"><b style="mso-bidi-font-weight: normal;"><span style="color: red; font-size: 11pt; line-height: 110%;"><span style="font-family: Arial;">Through minimal research it became apparent that this was not her main source of income, which perfectly explained her overall approach and attitude.<o:p></o:p></span></span></b></span></span></span></span></div>
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<span style="mso-bookmark: _Toc328736898;"><span style="mso-bookmark: _Toc329592366;"><span style="mso-bookmark: _Toc329592517;"><span style="mso-bookmark: _Toc329592571;"><b style="mso-bidi-font-weight: normal;"><span style="color: red; font-size: 11pt; line-height: 110%;"><span style="font-family: Arial;">She made no attempt to follow even the most basic instructions in the WCA handbook.<o:p></o:p></span></span></b></span></span></span></span></div>
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<br /></div>
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<span style="font-family: Arial;"><span style="mso-bookmark: _Toc328736898;"><span style="mso-bookmark: _Toc329592366;"><span style="mso-bookmark: _Toc329592517;"><span style="mso-bookmark: _Toc329592571;"><b style="mso-bidi-font-weight: normal;">Question 7 (decision making)</b></span></span></span></span><b style="mso-bidi-font-weight: normal;"><o:p></o:p></b></span></div>
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<b style="mso-bidi-font-weight: normal;"><span style="font-family: Arial;">a) Since your last WCA, did you notice a difference in the way in which the outcome of your WCA was communicated to you by a decision maker?<o:p></o:p></span></b></div>
<div class="Normal-numbered" style="margin: 0cm 0cm 6pt; mso-list: none; tab-stops: 36.0pt; text-align: justify; text-indent: 0cm;">
<span style="font-family: Arial;">(Please select only one)</span></div>
<div class="Normal-numbered" style="margin: 0cm 0cm 6pt 72pt; mso-list: l0 level2 lfo2; tab-stops: list 72.0pt; text-align: justify; text-indent: -18pt;">
<s style="text-line-through: double;"><span style="font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span></s><s style="text-line-through: double;"><span style="font-family: Arial;">There has been an improvement<o:p></o:p></span></s></div>
<div class="Normal-numbered" style="margin: 0cm 0cm 6pt 72pt; mso-list: l0 level2 lfo2; tab-stops: list 72.0pt; text-align: justify; text-indent: -18pt;">
<span style="color: red; font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><b style="mso-bidi-font-weight: normal;"><span style="color: red;"><span style="font-family: Arial;">It was not as good.<span style="mso-spacerun: yes;"> </span>Although the message was broadly the same, DWP staff were far more aggressive and dismissive in dealing with my challenges.<o:p></o:p></span></span></b></div>
<div class="Normal-numbered" style="margin: 0cm 0cm 6pt 72pt; mso-list: l0 level2 lfo2; tab-stops: list 72.0pt; text-align: justify; text-indent: -18pt;">
<s style="text-line-through: double;"><span style="font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span></s><s style="text-line-through: double;"><span style="font-family: Arial;">There was no change <o:p></o:p></span></s></div>
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<br /></div>
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<br /></div>
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<b style="mso-bidi-font-weight: normal;"><span style="font-family: Arial;">b) If you provided additional evidence in support of your claim (e.g. from a GP, consultant or support worker), was this evidence taken fully into account by the decision maker?<o:p></o:p></span></b></div>
<div class="Normal-numbered" style="margin: 0cm 0cm 6pt; mso-list: none; tab-stops: 36.0pt; text-indent: 0cm;">
<span style="font-family: Arial;">(Please select only one)</span></div>
<div class="Normal-numbered" style="margin: 0cm 0cm 6pt 72pt; mso-list: l0 level2 lfo2; tab-stops: list 72.0pt; text-indent: -18pt;">
<s style="text-line-through: double;"><span style="font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span></s><s style="text-line-through: double;"><span style="font-family: Arial;">Evidence was considered and it changed the original decision<o:p></o:p></span></s></div>
<div class="Normal-numbered" style="margin: 0cm 0cm 6pt 72pt; mso-list: l0 level2 lfo2; tab-stops: list 72.0pt; text-indent: -18pt;">
<s style="text-line-through: double;"><span style="font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span></s><s style="text-line-through: double;"><span style="font-family: Arial;">Evidence was considered and it did not change the original decision<o:p></o:p></span></s></div>
<div class="Normal-numbered" style="margin: 0cm 0cm 6pt 72pt; mso-list: l0 level2 lfo2; tab-stops: list 72.0pt; text-indent: -18pt;">
<span style="color: red; font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><b style="mso-bidi-font-weight: normal;"><span style="color: red;"><span style="font-family: Arial;">Evidence was supplied but not reconsidered.<span style="mso-spacerun: yes;"> </span>She ignored it completely and did not even record that I had brought it with me.<o:p></o:p></span></span></b></div>
<div class="Normal-numbered" style="margin: 0cm 0cm 6pt 72pt; mso-list: l0 level2 lfo2; tab-stops: list 72.0pt; text-indent: -18pt;">
<s style="text-line-through: double;"><span style="font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span></s><s style="text-line-through: double;"><span style="font-family: Arial;">Not applicable<o:p></o:p></span></s></div>
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<b style="mso-bidi-font-weight: normal;"><span style="font-family: Arial;">Please use the space below us to tell us anything else that you think is relevant to the decision making process<o:p></o:p></span></b></div>
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<b style="mso-bidi-font-weight: normal;"><span style="color: red; font-size: 11pt; line-height: 110%;"><span style="font-family: Arial;">See below.<span style="mso-spacerun: yes;"> </span>You have to start by working out what the REAL decision points are and who is best qualified to make them.<o:p></o:p></span></span></b></div>
<div class="MsoNormal" style="margin: 0cm 0cm 6pt;">
<b style="mso-bidi-font-weight: normal;"><span style="color: red; font-size: 11pt; line-height: 110%;"><span style="font-family: Arial;">There is not one single area where DWP claims to have made improvements that they can support with any hard evidence whatsoever – it is all just intuitively wishful thinking.<o:p></o:p></span></span></b></div>
<h2 style="margin: 12pt 0cm 4pt;">
<a href="http://www.blogger.com/null" name="_Toc329592572"></a><a href="http://www.blogger.com/null" name="_Toc329592518"></a><a href="http://www.blogger.com/null" name="_Toc329592367"><span style="mso-bookmark: _Toc329592518;"><span style="mso-bookmark: _Toc329592572;"><span style="font-family: Arial;">Question 8 (Organisations</span></span></span></a><span style="font-family: Arial;"><span style="mso-bookmark: _Toc329592518;"><span style="mso-bookmark: _Toc329592572;">)</span></span> – <span style="color: red;">N/A</span></span></h2>
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<span style="font-family: Arial;">This section should only be completed if you are responding on behalf of an organisation. The call for evidence has been designed specifically with the experiences of the claimant in mind but the Department is aware that organisations may also want to contribute to the call for evidence. Please use this section to comment on the experiences that people you represent have been experiencing since the introduction of Professor Harrington’s recommendations. You are asked to describe each part of the process, using bullet points to summarise the individual parts of the process. Any further evidence should be given at question 11.</span></div>
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<span style="font-family: Arial; font-size: large;">Communications</span></h3>
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<span style="font-family: Arial; font-size: large;">Face to face assessment</span></h3>
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<span style="font-family: Arial; font-size: large;">Decision Making</span></h3>
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<span style="font-family: Arial;">Fairness and Effectiveness</span></h2>
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<a href="http://www.blogger.com/null" name="_Toc329592573"></a><a href="http://www.blogger.com/null" name="_Toc329592519"></a><a href="http://www.blogger.com/null" name="_Toc329592368"></a><a href="http://www.blogger.com/null" name="_Toc328736899"><span style="mso-bookmark: _Toc329592368;"><span style="mso-bookmark: _Toc329592519;"><span style="mso-bookmark: _Toc329592573;"><o:p><span style="font-family: Arial;"> </span></o:p></span></span></span></a></h2>
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<span style="font-family: Arial;"><span style="mso-bookmark: _Toc328736899;"><span style="mso-bookmark: _Toc329592368;"><span style="mso-bookmark: _Toc329592519;"><span style="mso-bookmark: _Toc329592573;">Question </span></span></span></span><span style="mso-bookmark: _Toc329592368;"><span style="mso-bookmark: _Toc329592519;"><span style="mso-bookmark: _Toc329592573;">9</span></span></span></span></h2>
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<b style="mso-bidi-font-weight: normal;"><span style="font-size: 11pt; line-height: 110%;"><span style="font-family: Arial;">Overall, how <i style="mso-bidi-font-style: normal;">fair </i>do you feel that the assessment was? <o:p></o:p></span></span></b></div>
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<b style="mso-bidi-font-weight: normal;"><span style="color: red; font-size: 11pt; line-height: 110%;"><span style="font-family: Arial;">The latest was totally unfair as shown by a successful appeal, now three times over.<span style="mso-spacerun: yes;"> </span>They did not even take the trouble to check my WCA case history and learn from previous mistakes.<o:p></o:p></span></span></b></div>
<h2 style="margin: 12pt 0cm 4pt;">
<a href="http://www.blogger.com/null" name="_Toc329592574"></a><a href="http://www.blogger.com/null" name="_Toc329592520"></a><a href="http://www.blogger.com/null" name="_Toc329592369"></a><a href="http://www.blogger.com/null" name="_Toc328736900"><span style="mso-bookmark: _Toc329592369;"><span style="mso-bookmark: _Toc329592520;"><span style="mso-bookmark: _Toc329592574;"><span style="font-family: Arial;">Question </span></span></span></span></a><span style="mso-bookmark: _Toc329592369;"><span style="mso-bookmark: _Toc329592520;"><span style="mso-bookmark: _Toc329592574;"><span style="font-family: Arial;">10</span></span></span></span></h2>
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<b style="mso-bidi-font-weight: normal;"><span style="font-family: Arial;">Overall, how <i style="mso-bidi-font-style: normal;">effective</i> do you feel that the process was? <o:p></o:p></span></b></div>
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<b style="mso-bidi-font-weight: normal;"><span style="color: red; font-size: 11pt; line-height: 110%;"><span style="font-family: Arial;">Totally ineffective.<span style="mso-spacerun: yes;"> </span>Setting aside whether or not the WCA is fit for purpose, it application and control is poor, which is why there are so many mistakes.<span style="mso-spacerun: yes;"> </span>Everyone talks about right-first-time decisions, but nobody troubles to measure it – ridiculous.<span style="mso-spacerun: yes;"> </span>HCPs don’t follow the handbook. Atos managers/auditors are unable/unwilling to see when this is the case.<o:p></o:p></span></span></b></div>
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<h2 style="margin: 12pt 0cm 4pt;">
<span style="font-family: Arial;">Looking forwards</span></h2>
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<a href="http://www.blogger.com/null" name="_Toc329592575"></a><a href="http://www.blogger.com/null" name="_Toc329592521"></a><a href="http://www.blogger.com/null" name="_Toc329592370"></a><a href="http://www.blogger.com/null" name="_Toc328736901"><span style="mso-bookmark: _Toc329592370;"><span style="mso-bookmark: _Toc329592521;"><span style="mso-bookmark: _Toc329592575;"><span style="font-family: Arial;">Question </span></span></span></span></a><span style="mso-bookmark: _Toc329592370;"><span style="mso-bookmark: _Toc329592521;"><span style="mso-bookmark: _Toc329592575;"><span style="font-family: Arial;">11</span></span></span></span></h2>
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<b style="mso-bidi-font-weight: normal;"><span style="font-family: Arial;">What <u>one</u> thing (if any) would you change about the WCA to make the system better for people claiming <st1:stockticker w:st="on">ESA</st1:stockticker>? <o:p></o:p></span></b></div>
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<b style="mso-bidi-font-weight: normal;"><span style="color: red; font-size: 11pt; line-height: 110%;"><span style="font-family: Arial;">You have to look at a person’s ability to survive in employment and hold down a job, NOT just their ability to do random pieces of work.<span style="mso-spacerun: yes;"> </span>All employers depend on staff reliability and this is precisely the thing that many disabled people struggle to guarantee.<span style="mso-spacerun: yes;"> </span>The concept of “general work” is meaningless. Change the name WCA to J(ob)CA.<o:p></o:p></span></span></b></div>
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<span style="font-family: Arial;">Please use the space below to give us your comments.</span></div>
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<a href="http://www.blogger.com/null" name="_Toc329592576"></a><a href="http://www.blogger.com/null" name="_Toc329592522"></a><a href="http://www.blogger.com/null" name="_Toc329592371"></a><a href="http://www.blogger.com/null" name="_Toc328736902"><span style="mso-bookmark: _Toc329592371;"><span style="mso-bookmark: _Toc329592522;"><span style="mso-bookmark: _Toc329592576;"><span style="font-family: Arial;">Question 1</span></span></span></span></a><span style="mso-bookmark: _Toc329592371;"><span style="mso-bookmark: _Toc329592522;"><span style="mso-bookmark: _Toc329592576;"><span style="font-family: Arial;">2</span></span></span></span></h2>
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<b style="mso-bidi-font-weight: normal;"><span style="font-family: Arial;">Is there anything else, relevant to the WCA, that you would like to tell us about?<o:p></o:p></span></b></div>
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<span style="font-family: Arial;">Please use the space below to give us your comments.</span></div>
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<span style="font-family: Arial;"><b style="mso-bidi-font-weight: normal;"><span style="color: red;">Much of this is simply good management practice</span></b>.</span></div>
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<span style="color: red; font-family: Symbol; font-size: 11pt; line-height: 110%; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><b style="mso-bidi-font-weight: normal;"><span style="color: red; font-size: 11pt; line-height: 110%;"><span style="font-family: Arial;">If GPs haven’t provided quite the right perspective on capability to work, retrain/re-educate them so they do, don’t take it out of their hands altogether, if only on the grounds of cost.<span style="mso-spacerun: yes;"> </span>What better place could there be to conduct my assessment than at my GP’s practice – he has EVERYTHING to hand – even a second opinion if he needs it.<span style="mso-spacerun: yes;"> </span>10,000 practices, 40,000 GPs – you do the math – a handful of WCAs per week on average:<span style="mso-spacerun: yes;"> </span>Barely noticeable in relation to workload.<o:p></o:p></span></span></b></div>
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<span style="color: red; font-family: Symbol; font-size: 11pt; line-height: 110%; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="font-family: Arial;"><b style="mso-bidi-font-weight: normal;"><span style="color: red; font-size: 11pt; line-height: 110%;">DWP should at least be open and honest with claimants.<span style="mso-spacerun: yes;"> </span>Their whole approach is born out of the belief that we are all benefit scroungers and are intent on fraudulently obtaining money.<span style="mso-spacerun: yes;"> </span>They therefore have to employ a variety of underhand tricks and subterfuge to establish the ”truth” – or the truth as they would like it to be.<span style="mso-spacerun: yes;"> </span>The </span></b><b style="mso-bidi-font-weight: normal;"><span style="color: red; font-size: 11pt; line-height: 110%; mso-bidi-font-family: Arial;">hypothetical wheelchair scenario when assessing mobility is shameful.<o:p></o:p></span></b></span></div>
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<v:shapetype coordsize="21600,21600" filled="f" id="_x0000_t75" o:preferrelative="t" o:spt="75" path="m@4@5l@4@11@9@11@9@5xe" stroked="f"><v:stroke joinstyle="miter"></v:stroke><v:formulas><v:f eqn="if lineDrawn pixelLineWidth 0"></v:f><v:f eqn="sum @0 1 0"></v:f><v:f eqn="sum 0 0 @1"></v:f><v:f eqn="prod @2 1 2"></v:f><v:f eqn="prod @3 21600 pixelWidth"></v:f><v:f eqn="prod @3 21600 pixelHeight"></v:f><v:f eqn="sum @0 0 1"></v:f><v:f eqn="prod @6 1 2"></v:f><v:f eqn="prod @7 21600 pixelWidth"></v:f><v:f eqn="sum @8 21600 0"></v:f><v:f eqn="prod @7 21600 pixelHeight"></v:f><v:f eqn="sum @10 21600 0"></v:f></v:formulas><v:path gradientshapeok="t" o:connecttype="rect" o:extrusionok="f"></v:path><o:lock aspectratio="t" v:ext="edit"></o:lock></v:shapetype><v:shape id="Picture_x0020_1" o:spid="_x0000_s1026" strokecolor="windowText" stroked="t" strokeweight="1pt" style="height: 185.2pt; left: 0px; margin-left: 245.05pt; margin-top: 11.95pt; mso-wrap-distance-bottom: 22.7pt; mso-wrap-distance-left: 8.5pt; mso-wrap-distance-right: 8.5pt; mso-wrap-distance-top: 22.7pt; position: absolute; text-align: left; visibility: visible; width: 299.4pt; z-index: -1;" type="#_x0000_t75" wrapcoords="-119 -192 -119 21888 21735 21888 21735 -192 -119 -192"><span style="font-family: Arial;"><v:imagedata o:title="" src="file:///C:\Users\Owner\AppData\Local\Temp\msohtmlclip1\01\clip_image001.png"></v:imagedata><w:wrap type="tight"></w:wrap></span></v:shape><b style="mso-bidi-font-weight: normal;"><span style="color: red; font-family: 'Arial','sans-serif';">The picture here appears in a DWP publication and says it all.<span style="mso-spacerun: yes;"> </span>The document contains 8 images with 17 faces portrayed, which carefully ensure all races are represented.<span style="mso-spacerun: yes;"> </span>Given the high correction cost, documents like this are always very diligently proof-read and checked in great detail prior to mass production. Of the 17 faces, the one on the left here is the ONLY one with a sad expression. It was not therefore an accident or oversight, but done this way for a reason. There are only two possible interpretations of the message they are attempting to convey:<o:p></o:p></span></b></div>
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<b style="mso-bidi-font-weight: normal;"><span style="color: red; font-family: 'Arial','sans-serif'; mso-fareast-font-family: Arial;"><span style="mso-list: Ignore;">1.<span style="font: 7pt 'Times New Roman';"> </span></span></span></b><b style="mso-bidi-font-weight: normal;"><span style="color: red; font-family: 'Arial','sans-serif';">All claimants are on the fiddle and this one knows they have just been found out <o:p></o:p></span></b></div>
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<b style="mso-bidi-font-weight: normal;"><span style="color: red; font-family: 'Arial','sans-serif';">or,<o:p></o:p></span></b></div>
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<b style="mso-bidi-font-weight: normal;"><span style="color: red; font-family: 'Arial','sans-serif'; mso-fareast-font-family: Arial;"><span style="mso-list: Ignore;">2.<span style="font: 7pt 'Times New Roman';"> </span></span></span></b><b style="mso-bidi-font-weight: normal;"><span style="color: red; font-family: 'Arial','sans-serif'; mso-fareast-font-family: 'Times New Roman';">This claimant knows the assessment is wrong and they will now have their benefit stopped and will have to fight for a year to get it back.</span></b><b style="mso-bidi-font-weight: normal;"><span style="color: red; font-family: 'Arial','sans-serif'; mso-fareast-font-family: Calibri; mso-fareast-theme-font: minor-latin;"><o:p></o:p></span></b></div>
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<b style="mso-bidi-font-weight: normal;"><span style="color: red; font-family: 'Arial','sans-serif'; mso-fareast-font-family: 'Times New Roman';">DWP would hardly promote its own errors, so option 1 here is the logical interpretation<o:p></o:p></span></b></div>
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<b style="mso-bidi-font-weight: normal;"><span style="color: red; font-family: 'Arial','sans-serif'; mso-fareast-font-family: 'Times New Roman';">The fact that I occasionally visit a supermarket does NOT prove I can repeatedly walk 800m and the fact I can drive for 15 mins does NOT mean I can propel a wheelchair.<span style="mso-spacerun: yes;"> </span>They suggest that there is scientific evidence to support both propositions, but this is a lie.</span></b><b style="mso-bidi-font-weight: normal;"><span style="color: red; font-family: 'Arial','sans-serif';"><o:p></o:p></span></b></div>
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<span style="color: red; font-family: Symbol; font-size: 11pt; line-height: 110%; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="font-family: Arial;"><b style="mso-bidi-font-weight: normal;"><span style="color: red; font-size: 11pt; line-height: 110%; mso-bidi-font-family: Arial;">Why on earth does nobody measure the right-first-time rate when it is by a long way</span></b><b style="mso-bidi-font-weight: normal;"><span style="color: red; font-size: 11pt; line-height: 110%;"> the most important performance measure?<span style="mso-spacerun: yes;"> </span>What would you prefer – a wrong decision communicated sensitively, or a right decision communicated a bit abruptly?<span style="mso-spacerun: yes;"> </span>It’s all about priorities!<span style="mso-spacerun: yes;"> </span>The old cliché “if you don’t measure it, you can’t manage it” is true.<o:p></o:p></span></b></span></div>
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<span style="font-family: Arial;"><b style="mso-bidi-font-weight: normal;"><span style="color: red; font-size: 11pt; line-height: 110%; mso-bidi-font-family: Arial;">There are standard statistical techniques to measure the success of any discrimination process, most of which have a valuable place here with the WCA.<span style="mso-spacerun: yes;"> </span>It is a long way from rocket science – just good management practice.</span></b><b style="mso-bidi-font-weight: normal;"><span style="color: red; font-size: 11pt; line-height: 110%;"><o:p></o:p></span></b></span></div>
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<span style="color: red; font-family: Symbol; font-size: 11pt; line-height: 110%; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="font-family: Arial;"><b style="mso-bidi-font-weight: normal;"><span style="color: red; font-size: 11pt; line-height: 110%; mso-bidi-font-family: Arial;">What is regarded as an acceptable error rate – 1 in 10? 1 in 100?<span style="mso-spacerun: yes;"> </span>We need to know and agree what we are aiming for.<span style="mso-spacerun: yes;"> </span>Until we do, we cannot be sure that current process is capable of delivering it and even if we do, we’ll never know and there is no point in continuing to seek something that is unattainable.</span></b><b style="mso-bidi-font-weight: normal;"><span style="color: red; font-size: 11pt; line-height: 110%;"><o:p></o:p></span></b></span></div>
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<span style="color: red; font-family: Symbol; font-size: 11pt; line-height: 110%; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><b style="mso-bidi-font-weight: normal;"><span style="color: red; font-size: 11pt; line-height: 110%;"><span style="font-family: Arial;">You cannot proactively manage anything if you have to wait 9 months to be sure your data is correct.<span style="mso-spacerun: yes;"> </span>Quickly get the Tribunal queue down to see more clearly where the problems are and be in a position to act quickly and see the results of any changes quickly.<o:p></o:p></span></span></b></div>
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<span style="color: red; font-family: Symbol; font-size: 11pt; line-height: 110%; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><b style="mso-bidi-font-weight: normal;"><span style="color: red; font-size: 11pt; line-height: 110%;"><span style="font-family: Arial;">The Paralympics recognises that in many cases sports have to be modified or indeed created to allow disabled people give of their best.<span style="mso-spacerun: yes;"> </span>What’s so different about the job market?<span style="mso-spacerun: yes;"> </span>We must place the horse before the cart – be sure that suitable jobs are available first.<o:p></o:p></span></span></b></div>
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<span style="color: red; font-family: Symbol; font-size: 11pt; line-height: 110%; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><b style="mso-bidi-font-weight: normal;"><span style="color: red; font-size: 11pt; line-height: 110%;"><span style="font-family: Arial;">If DWP can legitimately countermand my GP’s recommendation it MUSTR accept full responsibility for my health and well-being thereafter, which includes the consequences of a wrong decision whatever they might be.<span style="mso-spacerun: yes;"> </span>Authority without corresponding accountability is a well know recipe for disaster.<o:p></o:p></span></span></b></div>
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<span style="color: red; font-family: Symbol; font-size: 11pt; line-height: 110%; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><b style="mso-bidi-font-weight: normal;"><span style="color: red; font-size: 11pt; line-height: 110%;"><span style="font-family: Arial;">DWP’s standards of integrity can be demonstrated by its approach to the audio recording trial.<span style="mso-spacerun: yes;"> </span>Never have I seen such a poorly managed project progresses under such obvious sufferance.<span style="mso-spacerun: yes;"> </span>Clearly DWP doesn’t want it and has been doing its level best to scupper the idea since ‘Day 1’.<span style="mso-spacerun: yes;"> </span>The present tactic it to deliberately suppress demand so that it can kick the idea out on the basis that there isn’t any and the whole thing is not cost effective.<span style="mso-spacerun: yes;"> </span>Even Atos could see the reality, but let’s not forget that this need is a result of justifiable mistrust which needs to be eliminated NOT accommodated.<o:p></o:p></span></span></b></div>
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<span style="color: red; font-family: Symbol; font-size: 11pt; line-height: 110%; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><b style="mso-bidi-font-weight: normal;"><span style="color: red; font-size: 11pt; line-height: 110%;"><span style="font-family: Arial;">Where is the original risk analysis – the one that examined in detail the potential consequences of making wrong decisions?<span style="mso-spacerun: yes;"> </span>There is not one – again shameful.<span style="mso-spacerun: yes;"> </span>The ends DO NOT always justify the means and the level of collateral damage we have seen is simply not acceptable – people have died.<span style="mso-spacerun: yes;"> </span>Imagine the outcry if the same cavalier approach was taken in the justice system – the huge downside risk is the very reason we do not have capital punishment – we do not say that killing the odd person wrongly is the price one has to pay . . . . <o:p></o:p></span></span></b></div>
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<b style="mso-bidi-font-weight: normal;"><span style="color: red; font-size: 11pt; line-height: 110%;"><span style="font-family: Arial;">The best processes achieve consensus early on, so everyone has the same objective thereafter.<span style="mso-spacerun: yes;"> </span>Being borne out of mistrust, the current WCA process is highly adversarial which inevitably generates conflict, misunderstandings, errors and cost.<span style="mso-spacerun: yes;"> </span>It the HCP has done a fair and thorough job and can genuinely say that their recommendation is in my best interests, why can’t we discuss the result BEFORE I leave and sign it off?<span style="mso-spacerun: yes;"> </span>Of course not as easy as it sounds, but worth thinking about.<span style="mso-spacerun: yes;"> </span><o:p></o:p></span></span></b></div>
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<b style="mso-bidi-font-weight: normal;"><span style="color: red; font-size: 11pt; line-height: 110%;"><span style="font-family: Arial;">Any suggestion that it is not in my best interest raises a whole host of questions . . . . . <o:p></o:p></span></span></b></div>
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<span style="color: red; font-family: Symbol; font-size: 11pt; line-height: 110%; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><b style="mso-bidi-font-weight: normal;"><span style="color: red; font-size: 11pt; line-height: 110%;"><span style="font-family: Arial;">The confusion over quite who can & should do what between an Atos HCP & DWP DM in itself causes errors through confusion.<span style="mso-spacerun: yes;"> </span>The DM decides if I am to receive ESA or not – on the surface purely an administrative decision.<span style="mso-spacerun: yes;"> </span>But, it is a <u>direct</u> result of me being deemed fit for work or not, so who makes that decision?<span style="mso-spacerun: yes;"> </span>It can’t be the DM as the DM has no medical training and the assessment is largely medically based.<span style="mso-spacerun: yes;"> </span>It can’t be the HCP otherwise they are in reality determining my benefit entitlement.<span style="mso-spacerun: yes;"> </span>So who?<span style="mso-spacerun: yes;"> </span>The current attempt at job definitions fudges the issue and creates a DM role that is not really necessary if you have trust and confidence in the HCP – easier if they are public rather than private sector employed.<span style="mso-spacerun: yes;"> </span>Sadly, in 2008 we through the baby out with the bathwater.<o:p></o:p></span></span></b></div>
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<span style="color: red; font-family: Symbol; font-size: 11pt; line-height: 110%; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><b style="mso-bidi-font-weight: normal;"><span style="color: red; font-size: 11pt; line-height: 110%;"><span style="font-family: Arial;">Outsourcing is hardly a new commercial concept, but DWP does not yet understand that whilst you can outsource the service itself, you cannot outsource or side-step the accountability for successful delivery.<span style="mso-spacerun: yes;"> </span>It cannot even guarantee that at the time of a WCA the Atos HCP’s qualifications are wholly up to date, despite stating that this is an absolute prerequisite for approval.<o:p></o:p></span></span></b></div>
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<b style="mso-bidi-font-weight: normal;"><span style="color: red; font-size: 11pt; line-height: 110%;"><span style="font-family: Arial;">There are many other side issues too numerous to list here.<span style="mso-spacerun: yes;"> </span>Everything I have said is (unlike the equivalent DWP claim) genuinely evidence-based, largely through the use of FoI requests.<span style="mso-spacerun: yes;"> </span>What DWP cannot say is often as revealing as its confessions.<o:p></o:p></span></span></b></div>
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Tia Juniorhttp://www.blogger.com/profile/13991968296961226066noreply@blogger.com2tag:blogger.com,1999:blog-4584110836320240796.post-37948471194564505602012-09-08T11:45:00.002-07:002012-09-08T11:47:47.946-07:00WCA Audio Recording - an enquiry to Atos<div class="MsoNormal" style="margin: 0cm 0cm 0pt;">
<b style="mso-bidi-font-weight: normal;"><span style="font-size: 14pt;"><span style="font-family: Calibri;">To:<span style="mso-spacerun: yes;"> </span>Atos Customer Services<o:p></o:p></span></span></b></div>
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<span style="font-family: Calibri;">Dear Sir,</span></div>
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<span style="color: windowtext; font-family: 'Calibri','sans-serif'; font-size: 11pt;">I</span><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt;">n your “Pilot Evaluation Report”, you state:<o:p></o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt;">“<b><i>The results of the pilot indicate that there are (sic) a significant proportion of clients who would welcome the opportunity to have their assessment recorded</i>” and <o:p></o:p></b></span></div>
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<b><i><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt;">“There is increasing demand for recording of assessments and currently there is no easy process to offer this and we estimate AH receives around 1-2 requests / day. Therefore is a need to make recordings more readily available on request. “ </span></i></b><b><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt;"><o:p></o:p></span></b></div>
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<span style="font-family: Calibri;">And finally, <b><i>“Our recommendation would be that recording should be become routine as it is in a call centre or for example – NHS direct. “</i></b></span></div>
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<span style="font-family: Calibri;">However, on your website you now state: <b><i><u><span lang="EN-US" style="mso-ansi-language: EN-US;">“Due to minimal take-up during the pilot, we only have a limited number of recording devices available”.</span></u></i></b><span lang="EN-US" style="mso-ansi-language: EN-US;"><o:p></o:p></span></span></div>
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<span lang="EN-US" style="color: windowtext; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ansi-language: EN-US;">Why are you now misrepresenting the results of the trial and why have you so drastically changed your position on the usefulness of the facility to the point where you now only offer it on a hit and miss basis? Surely this will result in discrimination – some claimants will have the benefit of a recording, others will not, which if they decide to appeal the DWP decision, places them at a huge disadvantage.<o:p></o:p></span></div>
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<span lang="EN-US" style="color: windowtext; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ansi-language: EN-US;">I look forward to hearing your explanation.<o:p></o:p></span></div>
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<span lang="EN-US" style="color: windowtext; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ansi-language: EN-US;">Yours faithfully<o:p></o:p></span></div>
Tia Juniorhttp://www.blogger.com/profile/13991968296961226066noreply@blogger.com2tag:blogger.com,1999:blog-4584110836320240796.post-20693900434744024212012-08-26T08:06:00.000-07:002012-08-26T08:07:21.106-07:00Duplicity begets dupicity<div class="MsoNormal" style="margin: 6pt 0cm 0pt; text-indent: 0cm;">
<span style="color: black; mso-themecolor: text1;"><span style="font-family: Calibri;">Hypocrisy and the use of double-standards are not acceptable characteristics in any situation and there are never mitigating circumstances.<span style="mso-spacerun: yes;"> </span>However, through its ill-thought out policies and procedures in many areas of Welfare Reform DWP regularly demonstrates both in abundance.<span style="mso-spacerun: yes;"> </span>Increasingly it is important to publicise each example that arises so that is can accumulate the credit it so rightly deserves.<span style="mso-spacerun: yes;"> </span>It has yet to understand the vicious circle into which it has manoeuvred itself where its hypocrisy and dishonesty simply begets more hypocrisy and dishonesty.<o:p></o:p></span></span></div>
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<span style="color: black; mso-themecolor: text1;"><span style="font-family: Calibri;">The fact that DWP is very keen to explain what <b style="mso-bidi-font-weight: normal;"><i style="mso-bidi-font-style: normal;"><u>should</u></i></b> perhaps be happening, but unwilling to explain what does is a common cause of disputes and indeed my latest spat, which began with a quite straightforward FoI request as follows:<o:p></o:p></span></span></div>
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<i style="mso-bidi-font-style: normal;"><span style="color: #0033cc;"><span style="font-family: Calibri;">“</span></span></i><i style="mso-bidi-font-style: normal;"><span style="font-family: Calibri;"><span style="color: #0033cc; mso-bidi-font-family: Arial;">The WCA Handbook for Atos HCPs is quite clear that all of the evidence brought by the claimant must be considered and logged in their report. They must also consider the ESA50 and where appropriate use all of this to inform the way in which they approach the WCA, the questions they ask and the tests they perform. A comprehensive review of this information is vital to the success of the WCA.<br />If they fail to do this what action should a claimant take? Many claimants would not be able to raise this with the HCP at the time and it is not possible to "intercept" the ESA85 report before it arrives with DWP and a decision over ESA entitlement is made.”</span><span style="color: #0033cc;"><o:p></o:p></span></span></i></div>
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<span style="color: black; mso-themecolor: text1;"><span style="font-family: Calibri;">This was borne from my own experience where the complaint I had raised with Atos before the ESA85 was produced and the ESA decision made was completely ignored by the Decision Maker although he admitting having it to hand at the time. <span style="mso-spacerun: yes;"> </span>There is of course also the general backdrop of ongoing DWP & Ministerial promises to better support claimants through the process, but note that they are mainly about help AFTER the event – a personalised summary on the ESA85, a phone call to explain a decision etc. and I am a bit fed up with Prof Harrington continually telling me to be patient.<o:p></o:p></span></span></div>
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<span style="color: black; mso-themecolor: text1;"><span style="font-family: Calibri;">The best help to offer claimants is of course BEFORE the WCA takes place to better ensure it is right first time.<span style="mso-spacerun: yes;"> </span>I would include in this specifically<o:p></o:p></span></span></div>
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<span style="color: black; font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol; mso-themecolor: text1;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="color: black; mso-themecolor: text1;"><span style="font-family: Calibri;">A detailed list of all the information to bring along that might help – scans, X-rays etc.<o:p></o:p></span></span></div>
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<span style="color: black; font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol; mso-themecolor: text1;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="color: black; mso-themecolor: text1;"><span style="font-family: Calibri;">An open offer to audio record the session if required and why this might help the claimant later.<o:p></o:p></span></span></div>
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<span style="color: black; mso-themecolor: text1;"><span style="font-family: Calibri;">As regards the former, the HCP cannot comprehensively construct the WCA correctly without it to rule out any contradictions that might arise.<span style="mso-spacerun: yes;"> </span>It is therefore mandatory, not optional.<span style="mso-spacerun: yes;"> </span>The WCA invitation letter makes no mention of this, just the need to identify yourself.<span style="mso-spacerun: yes;"> </span>Perversely, DWP then blames its wrong decisions on not having all of the information available!!!<span style="mso-spacerun: yes;"> </span>Amazing.<span style="mso-spacerun: yes;"> </span>Also, sending it to DWP is sending it to the wrong person – it is the Atos HCP who needs it and is better placed to understand it as DWP Decision Makers are NOT medically trained.<o:p></o:p></span></span></div>
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<span style="color: black; mso-themecolor: text1;"><span style="font-family: Calibri;">The FOI response provided some useful information and quoted the theory, totally ignoring the thrust of the question (in theory of course this situation cannot arise), so I repeated it asking if all claimants are expected to read the sizable ESA Handbook, which was the source of much of the response – if no, where else are they told about this important area?<o:p></o:p></span></span></div>
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<span style="color: black; mso-themecolor: text1;"><span style="font-family: Calibri;">The second response insisted the question had been answered but included a bit more information, so I repeated the original question again as a second IR and posted the status at the time as follows:<o:p></o:p></span></span></div>
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<i style="mso-bidi-font-style: normal;"><span style="font-family: Calibri;"><span style="color: #1f497d; mso-bidi-font-family: Arial; mso-fareast-font-family: 'Times New Roman'; mso-fareast-language: EN-GB; mso-themecolor: text2;">“DWP has said it (rightly) does not expect claimants to read the WCA Handbook, but also that much of the information of use to claimants is NOT provided anywhere else. </span><span style="color: #1f497d; mso-themecolor: text2;"><o:p></o:p></span></span></i></div>
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<i style="mso-bidi-font-style: normal;"><span style="font-family: Calibri;"><span style="color: #1f497d; mso-bidi-font-family: Arial; mso-fareast-font-family: 'Times New Roman'; mso-fareast-language: EN-GB; mso-themecolor: text2;">DWP has accepted that only ID + medication is mentioned in the Atos letter – NOT ANY of the useful information that would help a claimant best present their situation. <br /><br />It tries to tell us that it is doing all it can to help claimants through the process and to obtain the correct result first time, in line with the promises made by Chris Grayling – clearly on this evidence totally empty promises – it could do a great deal more if it wanted to. <br /><br />The matter of what action a claimant should take HAS STILL NOT BEEN ANSWERED and is therefore the subject of a second IR request. “</span><span style="color: #1f497d; mso-themecolor: text2;"><o:p></o:p></span></span></i></div>
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<span style="color: black; mso-themecolor: text1;"><span style="font-family: Calibri;">Another month or two passed and I received a response that said little more than the previous one and stated that the onus is one the claimant to provide relevant information – perhaps technically so, but where has the help and support evaporated to?<o:p></o:p></span></span></div>
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<span style="color: black; mso-themecolor: text1;"><span style="font-family: Calibri;">My conclusions were therefore follows:<o:p></o:p></span></span></div>
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<i style="mso-bidi-font-style: normal;"><span style="color: #1f497d; mso-bidi-font-family: Arial; mso-themecolor: text2;"><span style="font-family: Calibri;">“What this second IR response confirms is that:<br /><br />1) Chris Grayling’s promise of more help and support for claimants is a lie. What could be more valuable than making sure a claimant is prompted to take everything relevant to a WCA.<o:p></o:p></span></span></i></div>
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<i style="mso-bidi-font-style: normal;"><span style="color: #1f497d; mso-bidi-font-family: Arial; mso-themecolor: text2;"><span style="font-family: Calibri;">2) Alternatively, DWP has decided to ignore Chris Grayling’s promise and continue on its own merry way.<o:p></o:p></span></span></i></div>
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<i style="mso-bidi-font-style: normal;"><span style="color: #1f497d; mso-bidi-font-family: Arial; mso-themecolor: text2;"><span style="font-family: Calibri;">3) DWP offers no facility to claimants who experience a demonstrably poor WCA other than to allow “nature” to take its<br />course and fight the uphill battle retrospectively as an appeal.<o:p></o:p></span></span></i></div>
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<i style="mso-bidi-font-style: normal;"><span style="font-family: Calibri;"><span style="color: #1f497d; mso-bidi-font-family: Arial; mso-themecolor: text2;">4) DWP does not understand the meaning of the word “rhetorical”.”</span><span style="color: #1f497d; mso-themecolor: text2;"><o:p></o:p></span></span></i></div>
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<span style="color: black; mso-themecolor: text1;"><span style="font-family: Calibri;">Which I thought would bring matters to a close, but not so.<span style="mso-spacerun: yes;"> </span>Quite unexpectedly I received a typically misplaced, partly erroneous and unnecessarily vitriolic attack on my question and me – clearly I had unwittingly touched a nerve.<span style="mso-spacerun: yes;"> </span>Of course I HAD to respond:<o:p></o:p></span></span></div>
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<i style="mso-bidi-font-style: normal;"><span style="color: #1f497d; mso-bidi-font-family: Arial; mso-themecolor: text2;"><span style="font-family: Calibri;">“Dear DWP DWP Medical Services Correspondence,<o:p></o:p></span></span></i></div>
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<i style="mso-bidi-font-style: normal;"><span style="color: #1f497d; mso-bidi-font-family: Arial; mso-themecolor: text2;"><br /><span style="font-family: Calibri;">I am of course at somewhat of a disadvantage as the person who has composed this latest response (24/08) is able to personalise their vilification of me from the shelter of their anonymity. I cannot describe the tone of it more eloquently and accurately than the annotations here have already. I will expose and respond to the broader issues it raises elsewhere and confine my comments here to FoI and the response itself, particularly as it is both logically and factually incorrect. I would use another vehicle if I knew what it is.<o:p></o:p></span></span></i></div>
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<i style="mso-bidi-font-style: normal;"><span style="color: #1f497d; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text2;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">1.</span><span style="font: 7pt 'Times New Roman';"> </span></span></span></i><i style="mso-bidi-font-style: normal;"><span style="color: #1f497d; mso-bidi-font-family: Arial; mso-themecolor: text2;"><span style="font-family: Calibri;">My note dated Aug 9th was patently NOT a question or an IR request, so I am a wee bit miffed at being accused of raising one inappropriately. I am fully aware of the limitations of FoI legislation and the ideology behind the WDTK site. I know they do not like it to be used for debate, but I do feel entitled to respond to the latest DWP posting.<o:p></o:p></span></span></i></div>
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<i style="mso-bidi-font-style: normal;"><span style="color: #1f497d; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text2;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">2.</span><span style="font: 7pt 'Times New Roman';"> </span></span></span></i><i style="mso-bidi-font-style: normal;"><span style="color: #1f497d; mso-bidi-font-family: Arial; mso-themecolor: text2;"><span style="font-family: Calibri;"><span style="mso-spacerun: yes;"> </span>Unfortunately, some sections of the public sector have become so steeped in duplicity that they have lost all ability to distinguish fact from fiction. I will not comment here on why this is the inevitable result of a certain style of management.<o:p></o:p></span></span></i></div>
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<i style="mso-bidi-font-style: normal;"><span style="color: #1f497d; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text2;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">3.</span><span style="font: 7pt 'Times New Roman';"> </span></span></span></i><i style="mso-bidi-font-style: normal;"><span style="color: #1f497d; mso-bidi-font-family: Arial; mso-themecolor: text2;"><span style="font-family: Calibri;">The FoI legislation offers one of the few opportunities to attempt to clarify this distinction. Yes, it focuses on recorded<br />information, but it is safe to assume within an organisation the size of DWP that anything NOT recorded is of no consequence and can be regarded as little more than hearsay or speculation – if it was material, it would most certainly be recorded somewhere.<o:p></o:p></span></span></i></div>
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<i style="mso-bidi-font-style: normal;"><span style="color: #1f497d; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text2;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">4.</span><span style="font: 7pt 'Times New Roman';"> </span></span></span></i><i style="mso-bidi-font-style: normal;"><span style="color: #1f497d; mso-bidi-font-family: Arial; mso-themecolor: text2;"><span style="font-family: Calibri;">I doubt the author here has experienced a WCA whereas I have three times over, all wrong! I am therefore somewhat better placed to segregate the theory from the practice. I would happily have the debate face to face if there was such an opportunity as I am very sure of my ground and armed with indisputable evidence (unlike DWP) to support any assertion I make.<o:p></o:p></span></span></i></div>
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<i style="mso-bidi-font-style: normal;"><span style="color: #1f497d; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text2;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">5.</span><span style="font: 7pt 'Times New Roman';"> </span></span></span></i><i style="mso-bidi-font-style: normal;"><span style="color: #1f497d; mso-bidi-font-family: Arial; mso-themecolor: text2;"><span style="font-family: Calibri;">The request here sought to define the truth behind a ministerial statement by offering DWP the opportunity to provide some supporting evidence, notably through their intentions behind what is undoubtedly the greatest manifestation of the support they could offer if indeed they are serious about the intention. As they are unable to do this there is only one conclusion that can be drawn – it is NOT an opinion, it is a logically deduced interpretation of the facts as presented by DWP. If there is an alternative interpretation they could have provided it and corrected my misunderstanding, but have chosen not to – clearly there is not one. (Although this too will be labelled as an opinion no doubt).<span style="mso-spacerun: yes;"> </span>The evidence-based methodology is the one that DWP itself favours and they are therefore governed by its rules in the interests of avoiding accusations of hypocrisy.<o:p></o:p></span></span></i></div>
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<i style="mso-bidi-font-style: normal;"><span style="color: #1f497d; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text2;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">6.</span><span style="font: 7pt 'Times New Roman';"> </span></span></span></i><i style="mso-bidi-font-style: normal;"><span style="color: #1f497d; mso-bidi-font-family: Arial; mso-themecolor: text2;"><span style="font-family: Calibri;">The statement over the proportion of GPs involved IS COMPLETELY FALSE. From its own statistics only around 25% of Atos FTE HCPs are registered with the GMC – the rest are nurses and physios. Also the proportion of WCAs performed by GP’s has been reducing, so clearly the overall expertise being applied is progressively diminishing.<span style="mso-spacerun: yes;"> </span><o:p></o:p></span></span></i></div>
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<i style="mso-bidi-font-style: normal;"><span style="color: #1f497d; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text2;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">7.</span><span style="font: 7pt 'Times New Roman';"> </span></span></span></i><i style="mso-bidi-font-style: normal;"><span style="color: #1f497d; mso-bidi-font-family: Arial; mso-themecolor: text2;"><span style="font-family: Calibri;">The knowledge, expertise and rigour applied to maintain both are grossly overstated. DWP cannot even GUARANTEE that all HCPs have kept their registrations up to date and are therefore appropriately qualified at the time they undertake a WCA. It is absurd to state that a physiotherapist (with all due respect to all of them) has “vast experience” with mental disability. The last HCP I encountered whilst a registered nurse was attempting to make a living from a door to door Botox/collagen service and performing WCAs as an income top-up. This not in line with the picture painted here.<o:p></o:p></span></span></i></div>
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<i style="mso-bidi-font-style: normal;"><span style="color: #1f497d; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text2;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">8.</span><span style="font: 7pt 'Times New Roman';"> </span></span></span></i><i style="mso-bidi-font-style: normal;"><span style="color: #1f497d; mso-bidi-font-family: Arial; mso-themecolor: text2;"><span style="font-family: Calibri;">The reply claims objectivity, but cannot describe against what standard – after 4 years there is still no definition of “work” nor is there any evidence to support some of the descriptor changes that have been applied, which are of course driven by political dogma which by definition is partisan. There are also no performance measures in place so any suggestion of improvement is pure speculation – even by ‘Lord’ Harrington himself.<o:p></o:p></span></span></i></div>
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<i style="mso-bidi-font-style: normal;"><span style="color: #1f497d; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text2;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">9.</span><span style="font: 7pt 'Times New Roman';"> </span></span></span></i><i style="mso-bidi-font-style: normal;"><span style="color: #1f497d; mso-bidi-font-family: Arial; mso-themecolor: text2;"><span style="font-family: Calibri;">The picture it paints is one of a DWP DM sitting with a wealth of information about a claimant all of which is medically orientated, some of which could be highly technical and complex faced with making a decision when that individual has no medical training – how more perverse can one be?<o:p></o:p></span></span></i></div>
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<i style="mso-bidi-font-style: normal;"><span style="color: #1f497d; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text2;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">10.</span><span style="font: 7pt 'Times New Roman';"> </span></span></span></i><i style="mso-bidi-font-style: normal;"><span style="color: #1f497d; mso-bidi-font-family: Arial; mso-themecolor: text2;"><span style="font-family: Calibri;"><span style="mso-spacerun: yes;"> </span>I have no political affiliations whatsoever. I would just like to see the DWP “doing what is says on the tin”. I would remind DWP that they have judged my ability to work wrongly not just once, but on three consecutive occasions. They assure me that I have not been victimised, so I should presumably regard my experience as par for the course. I am already gravely worried about the chances of the next one being right first time, I think with due cause. Perhaps DWP would like to promise me that this will not be the case – surely not too much to ask?<o:p></o:p></span></span></i></div>
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<i style="mso-bidi-font-style: normal;"><span style="color: #1f497d; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text2;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">11.</span><span style="font: 7pt 'Times New Roman';"> </span></span></span></i><i style="mso-bidi-font-style: normal;"><span style="color: #1f497d; mso-bidi-font-family: Arial; mso-themecolor: text2;"><span style="font-family: Calibri;">They publicly accept they will make mistakes (by inference occasionally rather than my experience of 100%) and promise to explain why they did and how they will learn for the future. I have had no such explanation and my experience indicates nobody learnt anything. They did not even have the wit to demonstrably try harder third time round and assigned the least qualified, least interested HCP of the three.<o:p></o:p></span></span></i></div>
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<i style="mso-bidi-font-style: normal;"><span style="color: #1f497d; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text2;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">12.</span><span style="font: 7pt 'Times New Roman';"> </span></span></span></i><i style="mso-bidi-font-style: normal;"><span style="color: #1f497d; mso-bidi-font-family: Arial; mso-themecolor: text2;"><span style="font-family: Calibri;">I would like to avoid a repeat of the trauma on my next WCA, so I am simply looking for clear signs that next time, DWP will in fact get it right first time. So when someone says something has improved, it is hardly surprisingly that I want to see some evidence as without it the claims are just so much hot air.<o:p></o:p></span></span></i></div>
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<i style="mso-bidi-font-style: normal;"><span style="color: #1f497d; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text2;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">13.</span><span style="font: 7pt 'Times New Roman';"> </span></span></span></i><i style="mso-bidi-font-style: normal;"><span style="color: #1f497d; mso-bidi-font-family: Arial; mso-themecolor: text2;"><span style="font-family: Calibri;">My evidence is my own indisputable experience, so DWP, how can you match that??? Are you suggesting I’m making it all up? Just check your records.<o:p></o:p></span></span></i></div>
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<i style="mso-bidi-font-style: normal;"><span style="color: #1f497d; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text2;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">14.</span><span style="font: 7pt 'Times New Roman';"> </span></span></span></i><i style="mso-bidi-font-style: normal;"><span style="color: #1f497d; mso-bidi-font-family: Arial; mso-themecolor: text2;"><span style="font-family: Calibri;"><span style="mso-spacerun: yes;"> </span>Finally I quite like the thought that DWP feels it has no obligation to reply to a (rhetorical) question that by definition, does not require an answer. That at least does make some sort of sense.<br /><br />Yours sincerely,”<o:p></o:p></span></span></i></div>
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<span style="color: black; mso-themecolor: text1;"><span style="font-family: Calibri;">It also referred to the old chestnut about the extensive diagnostic skills needed by HCP – when you point out to DWP that that nurses/physios (with respect) don’t have them they tell you they don’t need them and a few weeks training with Atos is more than enough, but when you question the skills needed to perform a WCA, it appears they do have them.</span></span></div>
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<span style="color: black; mso-themecolor: text1;"><span style="font-family: Calibri;">The only point here is that despite the PR, sound-bites and often friendly tone, do not expect the help you really need to get through a WCA painlessly from Atos or DWP. The good news is that there are website around that provide exactly this service, thank God.</span></span></div>
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Tia Juniorhttp://www.blogger.com/profile/13991968296961226066noreply@blogger.com0tag:blogger.com,1999:blog-4584110836320240796.post-9827901960762992442012-08-22T06:18:00.000-07:002012-08-22T06:19:01.498-07:00WCA Audio Recording latest correspondence<table border="1" cellpadding="0" cellspacing="0" class="MsoTableGrid" style="border-bottom: medium none; border-collapse: collapse; border-left: medium none; border-right: medium none; border-top: medium none; mso-border-alt: solid windowtext .5pt; mso-padding-alt: 0cm 5.4pt 0cm 5.4pt; mso-yfti-tbllook: 1184;"><tbody>
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<span style="font-family: Calibri;"><b style="mso-bidi-font-weight: normal;"><i style="mso-bidi-font-style: normal;"><u><span style="color: #4f81bd; font-size: 14pt; mso-bidi-font-family: Arial; mso-themecolor: accent1;">From Job Centre Plus:</span></u></i></b><b style="mso-bidi-font-weight: normal;"><i style="mso-bidi-font-style: normal;"><span style="color: #4f81bd; font-size: 14pt; mso-bidi-font-family: Arial; mso-themecolor: accent1;"><o:p></o:p></span></i></b></span></div>
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<b style="mso-bidi-font-weight: normal;"><i style="mso-bidi-font-style: normal;"><span style="color: #4f81bd; mso-bidi-font-family: Arial; mso-themecolor: accent1;"><span style="font-family: Calibri;">“Thank you for your e-mail of 3 August.<o:p></o:p></span></span></i></b></div>
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<b style="mso-bidi-font-weight: normal;"><i style="mso-bidi-font-style: normal;"><span style="color: #4f81bd; mso-bidi-font-family: Arial; mso-themecolor: accent1;"><span style="font-family: Calibri;">We have asked Atos to provide facilities for recording assessments when requested by a claimant and will make reasonable endeavours to meet all requests.<o:p></o:p></span></span></i></b></div>
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<b style="mso-bidi-font-weight: normal;"><i style="mso-bidi-font-style: normal;"><span style="color: #4f81bd; mso-bidi-font-family: Arial; mso-themecolor: accent1;"><span style="font-family: Calibri;">Claimants should make their requests for recording to Atos directly. This is so that Atos can make an appointment when the necessary equipment is available.<o:p></o:p></span></span></i></b></div>
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<b style="mso-bidi-font-weight: normal;"><i style="mso-bidi-font-style: normal;"><span style="color: #4f81bd; mso-bidi-font-family: Arial; mso-themecolor: accent1;"><span style="font-family: Calibri;">ln order to accommodate the request within a reasonable timescale a claimant may be asked to attend a Medical Examination Centre (MEC) that is not the one nearest to their home address. Claimants would not be expected to travel to a MEC where this involves a one way journey of more than 90 minutes.<o:p></o:p></span></span></i></b></div>
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<b style="mso-bidi-font-weight: normal;"><i style="mso-bidi-font-style: normal;"><span style="color: #4f81bd; mso-bidi-font-family: Arial; mso-themecolor: accent1;"><span style="font-family: Calibri;">Requests for recording of assessments can only be agreed with the prior consent of the healthcare professional (HCP), and when approved recording equipment is used. This is to ensure that stringent safeguards are in place to produce recordings that are complete, accurate and that the facility provides for simultaneous duplicate copies to be made available to both the claimant and the HCP.<o:p></o:p></span></span></i></b></div>
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<b style="mso-bidi-font-weight: normal;"><i style="mso-bidi-font-style: normal;"><span style="color: #4f81bd; mso-bidi-font-family: Arial; mso-themecolor: accent1;"><span style="font-family: Calibri;">lf a claimant wishes to record an assessment using their own equipment the HCP will offer to reschedule the assessment for another day when Atos recording equipment is available' lf claimants refuse to cooperate and continue to record the assessment the HCP will terminate the assessment. The assessment will also be terminated if it is discovered that covert recording is taking place.<o:p></o:p></span></span></i></b></div>
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<b style="mso-bidi-font-weight: normal;"><i style="mso-bidi-font-style: normal;"><span style="color: #4f81bd; mso-bidi-font-family: Arial; mso-themecolor: accent1;"><span style="font-family: Calibri;">We are currently looking at ways to improve the availability of audio recording in the short term. I note that your next assessment is scheduled for September 2013. Should any further information regarding recordings be available prior to that date I will ensure that you receive details.<o:p></o:p></span></span></i></b></div>
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<b style="mso-bidi-font-weight: normal;"><i style="mso-bidi-font-style: normal;"><span style="color: #4f81bd; mso-bidi-font-family: Arial; mso-themecolor: accent1;"><span style="font-family: Calibri;">Yours sincerely”<o:p></o:p></span></span></i></b></div>
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<b style="mso-bidi-font-weight: normal;"><i style="mso-bidi-font-style: normal;"><u><span style="font-size: 14pt;"><span style="font-family: Calibri;">In Response:<o:p></o:p></span></span></u></i></b></div>
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<span style="font-family: Calibri;">Dear JCP<o:p></o:p></span></div>
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<span style="font-family: Calibri;">I have received your letter dated 14<sup>th</sup> August and it is hard to know what to say as it does not address the issues that now arise from this sudden change in approach. It contains new policies that will affect me personally which you do not publicise and it is important that they are as widely known about as possible. <b><o:p></o:p></b></span></div>
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<span style="font-family: Calibri;">Clearly in raising the possibility of an “indefinite” delay, DWP has no confidence in Atos’s ability to effectively manage a really quite simple operational requirement. It likewise has no confidence in its own ability to make sure that it does. <span style="background: yellow; color: black; mso-highlight: yellow;">What exactly do you mean by “reasonable”, who will decide and exactly what steps will DWP take to make sure Atos achieves it?</span> I cannot see why this is so difficult – each MAC already has a range of equipment from stethoscopes to PCs that are in regular use and require maintenance and repairs from time to time. This is just one more such item. The NAO has recently heavily criticised DWP’s management of the Atos contract and we have yet another example here.<o:p></o:p></span></div>
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<span style="font-family: Calibri;">Given the seriousness of these issues, I would like to give you the opportunity to perhaps “clarify” some of the statements you have made here before passing this information on. The main issue is that you are <u>legally bound</u> to treat all claimants equally and not exercise any form of discrimination, so when I ask for a recording and Atos says “sorry, no equipment available” <span style="background: yellow; mso-highlight: yellow;">how will they be able to <u>prove</u> they are not discriminating against me personally,</span> particularly as I have already been singled out for “special” treatment? This requirement is echoed in both the DWP Service Charter and the Civil Service Code and you simply cannot ignore all 3 mandates.<o:p></o:p></span></div>
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<span style="font-family: Calibri;">A commitment to no more than “reasonable endeavours” is a recipe for wholesale abuse by denying the facility for no good reason and introducing inconsistency from one claimant to another. You cannot promise that this will not take place as you will have no evidence one way or the other. Chris Grayling himself promised in the HoC that recording would be available to anyone asking for it and I do not believe you are at liberty to countermand his assurance. <span style="background: yellow; mso-highlight: yellow;">If he has done this himself, please point me to where this is recorded.</span><o:p></o:p></span></div>
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<span style="background: yellow; mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri; mso-highlight: yellow;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">1)</span><span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="font-family: Calibri;">You talk about “approved” recording equipment – <span style="background: yellow; mso-highlight: yellow;">approved by whom (presumably the claimant as well as DWP/Atos) and to what standard?<o:p></o:p></span></span></div>
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<span style="mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">2)</span><span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="font-family: Calibri;">My own digital recorder has a USB socket. <span style="background: yellow; mso-highlight: yellow;">What is wrong with uploading a copy of the audio file to an Atos PC immediately after the WCA?</span> This is no different in practice to dual recording.<o:p></o:p></span></div>
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<span style="mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">3)</span><span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="font-family: Calibri;">It is a little rich for you to accuse claimants of refusing to “cooperate” if they are in a position where they requested audio recording but no equipment was available and Atos will not delay the appointment until it is. Their choice would be to go ahead with no recording or risk having their ESA payments affected because they are deemed to have caused the delay. <span style="background: yellow; mso-highlight: yellow;">Does that sound fair to you</span>?<o:p></o:p></span></div>
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<span style="background: yellow; mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri; mso-highlight: yellow;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">4)</span><span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="background: yellow; mso-highlight: yellow;"><span style="font-family: Calibri;">A three hour journey for someone in poor health is an outrageous suggestion and most certainly not reasonable. <o:p></o:p></span></span></div>
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<span style="background: yellow; mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri; mso-highlight: yellow;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">5)</span><span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="background: yellow; mso-highlight: yellow;"><span style="font-family: Calibri;">You cannot have it both ways by not explaining all of the nuances to claimants in advance and then penalise them for falling foul of a rule they knew nothing about.<o:p></o:p></span></span></div>
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<span style="font-family: Calibri;">You have judged all 3 of my WCAs wrongly initially. In each case, most of the problem was due to the fact that the HCP did not record or interpret what I said accurately which was subsequently proven. In each case both Atos and DWP refused to consider any information that they considered to be a difference between my recollection and the HCP’s recollection of events that could not be substantiated. Recording has the ability to eliminate all such disputes. <span style="background: yellow; mso-highlight: yellow;">If you will not provide the equipment to record a session and will not allow me to use my own, what other arrangements will you make?</span> If you refuse, I will insist on transcribing the entire session verbatim in long-hand and asking the HCP to sign it. <span style="background: yellow; mso-highlight: yellow;">Presumably they can have no objection, please confirm</span>. Note that they themselves are effectively making a transcript through LiMA and do not offer me the facility to check it prior to circulation. <span style="background: yellow; mso-highlight: yellow;">What basis do you have for trusting the HCP more than me</span>?<o:p></o:p></span></div>
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<span style="font-family: Calibri;">Please address this point by point – I have highlighted key questions for your convenience.<o:p></o:p></span></div>
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<span style="font-family: Calibri;">Yours sincerely<o:p></o:p></span></div>
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Tia Juniorhttp://www.blogger.com/profile/13991968296961226066noreply@blogger.com0tag:blogger.com,1999:blog-4584110836320240796.post-25055208187652531352012-08-21T07:31:00.000-07:002012-08-21T07:32:12.555-07:00A letter to the Atos CEO<div class="MsoListParagraph" style="margin: 0cm 0cm 0pt 36pt; text-align: justify; text-indent: -36pt;">
<span style="color: black; font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: 'Times New Roman'; mso-bidi-theme-font: minor-bidi; mso-hansi-theme-font: minor-latin; mso-themecolor: text1;">Dear Ms Morgenstern<o:p></o:p></span></div>
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<b style="mso-bidi-font-weight: normal;"><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">Re:<span style="mso-spacerun: yes;"> </span>Medical Services Contract with the DWP<o:p></o:p></span></b></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">From your response to the National Audit Office’s recent report, (</span><a href="http://blog.atoshealthcare.com/2012/08/atos-healthcare-response-to-the-nao-review/"><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><span style="color: blue;">http://blog.atoshealthcare.com/2012/08/atos-healthcare-response-to-the-nao-review/</span></span></a><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">), you clearly do not believe that their investigation was well conducted or objective and are highly disgruntled with the findings and this is your attempt to set the record straight.<span style="mso-spacerun: yes;"> </span>It does however raise a number of important issues, so I feel compelled to do likewise.<o:p></o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">I am not sure at which audience your blog is aimed – it is your actions to date that have determined who loves you and who hates you, so I don’t think this plea of mitigating circumstances will influence current opinion one way or the other.<o:p></o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">You have been doing the job now for 4 years, so one has to ask how long it will be before you can genuinely sit back and say that you have achieved the required standard.<span style="mso-spacerun: yes;"> </span>The WCA process has as you know been highly controversial since its inception and a significant reason for this has been the lack of clarity in a number of key areas.<span style="mso-spacerun: yes;"> </span>Whilst this may serve a political expediency, “muddy water” only ever inhibits efficiency and real progress.<span style="mso-spacerun: yes;"> </span>My aim therefore is to put a series of propositions to you which, in the main, you can answer with a clear ‘yes/no’ or ‘agree/disagree’ supplemented perhaps with whatever qualification/elaboration you feel necessary, but the latter is of little use without the former.<span style="mso-spacerun: yes;"> </span>It is much better (in the interests of clarity) that you provide the ‘yes/no’ rather than leaving me to surmise.<o:p></o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><span style="mso-spacerun: yes;"> </span>If you feel unable to address any point directly, I would much prefer you to say so rather than insult my intelligence with unsubstantiated claims and meaningless clichés, all of which I can guarantee I have heard before.<span style="mso-spacerun: yes;"> </span>I am reasonably well-read over the whole WCA debacle, so there is no need for you to cut & paste the standard responses that appear elsewhere.<span style="mso-spacerun: yes;"> </span>What I am seeking here for everyone’s benefit is something fresh, objective and honest.<o:p></o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">Rarely are assumptions clearly stated, but my only one here is that there is no place for morality in private enterprise and I have not therefore commented on whether Atos has it or not – it most certainly is not one of my expectations.<span style="mso-spacerun: yes;"> </span>If you feel this assumption is unfair on Atos, please say so.<o:p></o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">I will try to deal with the issues in the sequence they arise in your blog.<o:p></o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-fareast-font-family: Calibri; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><span style="mso-list: Ignore;">1)<span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">In your opening paragraph there is an implied criticism of the NAO for not “sharing” its findings with you.<o:p></o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">Yes it has, at the same time as it did with everyone else.<span style="mso-spacerun: yes;"> </span>It seems you think you were entitled to a sneak preview and presumably the facility to suggest alterations prior to final publication.<span style="mso-spacerun: yes;"> </span>This is not how the concept of independent audit operates.<span style="mso-spacerun: yes;"> </span>I suggest you read the information on the NAO website at </span><a href="http://www.nao.org.uk/about_us.aspx"><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><span style="color: blue;">http://www.nao.org.uk/about_us.aspx</span></span></a><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><span style="mso-spacerun: yes;"> </span>where you will find that they have worked exactly within their remit.<o:p></o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">The “confusion “appears to be over your understanding of independence.<span style="mso-spacerun: yes;"> </span>The NAO uses the conventional definition that most people would understand.<span style="mso-spacerun: yes;"> </span>Your interpretation is however different as demonstrated by the arrangements around the so-called “Independent Tier”, which do not comply with any definition of the word I can find.<o:p></o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">You will no doubt wish to defend the independence of the IT despite the fact that it is appointed by and paid by Atos, its members are secret (as is the precise nature of their qualifications to fulfil this important role), it sits in-camera and the only access to it is through Atos.<span style="mso-spacerun: yes;"> </span>The direct analogy would be a court case where the only access to the (secret) judge is through your adversary’s lawyer – I doubt you would regard this as a satisfactory arrangement let alone one modelled on objectivity and indeed independence.<span style="mso-spacerun: yes;"> </span><o:p></o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">Any suggestion that objectivity and impartiality can only be achieved through secrecy not only denigrates the entire British legal system but also rather flies in the face of the basic democratic principles of public accountability & scrutiny and the Prime Minister’s own views about the “disinfecting power of sunlight” – something he talks about frequently.</span><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><o:p> </o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-fareast-font-family: Calibri; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><span style="mso-list: Ignore;">2)<span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">You cannot have your cake and eat it too, by on the one hand claiming autonomy and discretion to improve the process and then dive behind the contract when things get a bit sticky.<span style="mso-spacerun: yes;"> </span>This disingenuousness will not earn you respect or credibility.<span style="mso-spacerun: yes;"> </span>If the contract requires you to do anything other than a comprehensive, sensitive and accurate job, you must say so unambiguously (setting aside the question of why you signed it in the first place).<span style="mso-spacerun: yes;"> </span>The “I was only following orders” defence was exposed for what it is over 60 years ago.</span><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><o:p> </o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-fareast-font-family: Calibri; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><span style="mso-list: Ignore;">3)<span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">Of course the task is “challenging” – whoever said it would be easy?<span style="mso-spacerun: yes;"> </span>You are making recommendations that result in potentially life or death decisions.<span style="mso-spacerun: yes;"> </span>It is all very well having an appeals process, but even if it took days rather than months to deliberate, the damage has already been done - the worry and trauma cannot be erased.<o:p></o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">Nobody expects a foolproof process that never makes a minor error of judgement – there is too much inherent variability involved and inevitably an element of subjectivity.<span style="mso-spacerun: yes;"> </span>What we do expect is a process that recognises these characteristics and adapts appropriately to them.<span style="mso-spacerun: yes;"> </span>Nobody has the right to irresponsibly gamble with my health and well-being except me – and the medical lawyers would contest even that.<span style="mso-spacerun: yes;"> </span>You therefore have to show compassion and err on the safe side rather than take a risk – the stakes are too high.<span style="mso-spacerun: yes;"> </span>We expect any errors to be only at the margins and quickly corrected.<span style="mso-spacerun: yes;"> </span>We do not expect errors at the extremes.<span style="mso-spacerun: yes;"> </span>Can you guarantee categorically that a claimant’s overall long-term health and well-being is your primary consideration – yes or no? <o:p></o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><o:p> </o:p></span><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">A number of the extreme assessment errors are well documented, together with the irreparable consequences – yes, people have literally died and one is one too many.<span style="mso-spacerun: yes;"> </span>However, you have never once commented on any of your errors or indeed apologised, so you cannot now expect sympathy, respect or even a “fair hearing” as that is not what you have provided to many of the people you have assessed.<span style="mso-spacerun: yes;"> </span>The end does not always justify the means and the amount of collateral damage you have created is simply unacceptable.<o:p></o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">The stakes could not be higher – my health and possibly my life, so I expect you to be conservative, cautious and err on the safe side.<span style="mso-spacerun: yes;"> </span>I do NOT expect you to be cavalier on the basis that it will all get sorted out sooner or later by someone else.<span style="mso-spacerun: yes;"> </span>You do not give the impression that you accept this – in fact rather the opposite.</span><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><o:p> </o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-fareast-font-family: Calibri; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><span style="mso-list: Ignore;">4)<span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">You refer to the high standards you set yourselves – easily said, but what exactly are they?</span><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><o:p> </o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-fareast-font-family: Calibri; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><span style="mso-list: Ignore;">5)<span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">You mention in a number of places WCA improvements for which you should receive credit and it is worth being clear as to quite what this means – there have undoubtedly been <u>changes</u> over the past 3 – 4 years but their effects are debatable in the absence of clear evidence one way or the other.<o:p></o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">I am sure you are familiar with the old management cliché that says in essence, “If you don’t measure it, you can’t manage it”.<span style="mso-spacerun: yes;"> </span>What quantifiable measures do you have to support this claim of ongoing, continual improvement?</span><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><o:p> </o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">Everyone talks about the critical importance of right-first-time classification (fit for work or otherwise).<span style="mso-spacerun: yes;"> </span>Why then don’t you make any attempt to track it over time?<span style="mso-spacerun: yes;"> </span>Improvements would then be self-evident and instantly quell criticism.<span style="mso-spacerun: yes;"> </span>It may be a bit difficult to measure accurately, but NOT impossible and its value is beyond dispute, so well worth the effort.</span><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><o:p> </o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-fareast-font-family: Calibri; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><span style="mso-list: Ignore;">6)<span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">You may be able to technically claim that you have implemented all of the Harrington recommendations, but have you really addressed the underlying issues?<span style="mso-spacerun: yes;"> </span>Take for example the matter of audio recording WCAs.<o:p></o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">Yes, you arranged a trial (albeit it was an extremely poorly conceived and managed project which meant accurate interpretation of results was impossible) and you made clear recommendations to offer the facility widely, recognising as long ago as Spring 2011 that there was rapidly increasing demand.<span style="mso-spacerun: yes;"> </span>By contrast, you now only offer the service on a ‘best endeavours’ basis, which could in the extreme mean not at all, or at best on some sort of unpredictable, random basis.<span style="mso-spacerun: yes;"> </span>I cannot see how this is tenable and indeed fair to claimants.<o:p></o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">It is rarely discussed, so you may wish to comment on the justifiable lack of trust in the process that brought this suggestion about in the first place– even Professor Harrington could see it and you clearly agreed, hence your recommendation.<span style="mso-spacerun: yes;"> </span>There are only two possibilities given the current situation:<o:p></o:p></span></div>
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<span style="font-family: Symbol; font-size: 11pt; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">Either you believe the underlying problem has been resolved, in which case what specific evidence do you have to show this is the case?<span style="mso-spacerun: yes;"> </span>Or<o:p></o:p></span></div>
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<span style="font-family: Symbol; font-size: 11pt; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">The underlying problem still exists (and increasing demand for audio indicates it is getting worse), so what is your alternative plan to get rid of it?</span><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><o:p> </o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-fareast-font-family: Calibri; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><span style="mso-list: Ignore;">7)<span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">Returning to the difference between change & improvement, descriptor amendments were implemented around March 2011. One of these was to remove all references to bending and kneeling within the WCA on the basis that neither is relevant to the workplace any longer.<span style="mso-spacerun: yes;"> </span>I am sure I do not need to point out to you that:<o:p></o:p></span></div>
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<span style="font-family: Symbol; font-size: 11pt; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">Every single warehouse in the country (if not world), stores stock down to floor level.<o:p></o:p></span></div>
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<span style="font-family: Symbol; font-size: 11pt; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">Every single self-service retail outlet in the country (if not world) stores merchandise down to floor level.<o:p></o:p></span></div>
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<span style="font-family: Symbol; font-size: 11pt; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">4-drawer filing cabinets are still widely in use and I believe the vast majority of offices still use the bottom drawer.<o:p></o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">There have been suggestions that this change was ‘evidence-based’ but in fact relies upon unproven assumptions about compliance with certain equality legislation – in fact one quoted report says precisely the opposite.<span style="mso-spacerun: yes;"> </span>The truth is that it was a thinly veiled ruse to cut points and bias assessment in the desired direction.<span style="mso-spacerun: yes;"> </span>Nobody has been fooled.<o:p></o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><span style="mso-spacerun: yes;"> </span><o:p></o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-fareast-font-family: Calibri; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><span style="mso-list: Ignore;">8)<span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">You suggest an error rate of “only” 9%.<span style="mso-spacerun: yes;"> </span>9% may not sound too bad, but just consider it against:<o:p></o:p></span></div>
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<span style="font-family: Symbol; font-size: 11pt; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">GPs making a wrong diagnoses<o:p></o:p></span></div>
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<span style="font-family: Symbol; font-size: 11pt; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">Surgeons undertaking unnecessary operations<o:p></o:p></span></div>
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<span style="font-family: Symbol; font-size: 11pt; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">The transfusion service wrongly classifying blood types<o:p></o:p></span></div>
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<span style="font-family: Symbol; font-size: 11pt; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">And even cars that are unsafe but are passed through an MOT.<o:p></o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">In all of these areas, such an error rate would cause outrage. </span><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><o:p> </o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">You carefully refer to this as decision errors rather than assessment errors – ok, so what is the assessment error rate bearing in mind those FFW recommendations from Atos that are corrected by DWP before an appeal is raised?<span style="mso-spacerun: yes;"> </span>Somewhat higher I presume. <o:p></o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">You are assuming (without evidence) that the absence of an appeal means the FFW recommendation was correct, which is of course not necessarily so.<span style="mso-spacerun: yes;"> </span>This percentage is no more meaningful than me suggesting to you that the true overall assessment error rate is more likely to be 40%, based on Tribunal data.<span style="mso-spacerun: yes;"> </span>I would not do this as I understand the limitations of the data and you should do likewise.<span style="mso-spacerun: yes;"> </span>“Spin” will prove to be the scourge of the 21<sup>st</sup> Century.<span style="mso-spacerun: yes;"> </span>All this does is again highlight the overriding need for universally agreed, objective performance measures.<o:p></o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><o:p> </o:p></span><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">The frequent suggestion that DMs and Tribunals have more information than HCPs is a myth and confirmed by analyses from the TS itself.<span style="mso-spacerun: yes;"> </span>Even if it was true, you have only yourselves to blame – you go to great lengths to tell claimants how to prove who they are, but do nothing to ensure they bring all the medical information they could to help the assessment.<span style="mso-spacerun: yes;"> </span>It is as if you don’t want to know.</span><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><o:p> </o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><o:p></o:p></span><span style="font-family: Symbol; font-size: 11pt; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">Do you regard this figure of 9% as acceptable, at least for the time being? The answer can only be yes or no.</span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"></span><span style="font-family: Symbol; font-size: 11pt; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">Do you make any attempt to track assessment error by seriousness – clearly there is a fundamental difference between extreme and marginal mistakes.</span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"></span><span style="font-family: Symbol; font-size: 11pt; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">What is your target error rate (accepting it will never be 0%) and when will you reach this figure?<span style="mso-spacerun: yes;"> </span>If you don’t have one, how will you know when you have reached the end-point?<span style="mso-spacerun: yes;"> </span>There is no value in looking for improvements that are in reality unachievable – an expensive waste of time.</span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"></span><span style="font-family: Symbol; font-size: 11pt; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">How can you be sure that the current model and process is capable of reaching this target?<span style="mso-spacerun: yes;"> </span></span><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><o:p> </o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-fareast-font-family: Calibri; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><span style="mso-list: Ignore;">9)<span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">Whilst in theory the WCA is only part of the decision process, it without doubt carries the greatest weight by a long way – and quite right too - it is disingenuous of you to suggest otherwise.<span style="mso-spacerun: yes;"> </span>If its significance is understated, it will reduce the urgency to get it right on the false assumption that there are adequate checks and balances further down the line.<span style="mso-spacerun: yes;"> </span>DWP DMs have no medical training.<o:p></o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><o:p></o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-fareast-font-family: Calibri; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><span style="mso-list: Ignore;">10)<span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">You mention the training given to your staff, but you do not have a foolproof mechanism that guarantees their qualifications are always up to date.<span style="mso-spacerun: yes;"> </span>This has been confirmed by DWP through FoI Act requests.<o:p></o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><o:p></o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-fareast-font-family: Calibri; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><span style="mso-list: Ignore;">11)<span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><span style="mso-spacerun: yes;"> </span>Where are these independent reviews that confirm high standards of service?<span style="mso-spacerun: yes;"> </span>You claim they are accurate, impartial and statistically sound, but given previous misrepresentations (spin), this is hard to believe.<span style="mso-spacerun: yes;"> </span><o:p></o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">Your “Mystery Shopping” programme is in fact no more than a site/admin audit and does not touch (as one would expect) on the WCA itself.<span style="mso-spacerun: yes;"> </span>These audits no doubt have a place, but call them something else that accurately describes their content.<span style="mso-spacerun: yes;"> </span>Similarly, the audio recording trial in Newcastle was approached in such an ill-thought out, haphazard manner, none of the conclusions it drew could be treated with any credence, which in part explains the chaos around the principle now.<span style="mso-spacerun: yes;"> </span></span><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><o:p> </o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-fareast-font-family: Calibri; mso-fareast-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><span style="mso-list: Ignore;">12)<span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">You are clearly complicit in the deception and dishonesty within the process and support the ‘benefit scrounging’ philosophy - if you did not, you would approach the task in a far more open and honest manner. The hypothetical wheelchair mobility evaluation sums this up perfectly, not to mention all of the unsupported assumptions made elsewhere (a visit to a supermarket means you can walk unaided and without pain for at least 800m – where on earth did that come from?).<span style="mso-spacerun: yes;"> </span>You cannot expect respect by attempting to defend the indefensible.</span><span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;"><o:p> </o:p></span></div>
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<span style="font-family: 'Calibri','sans-serif'; font-size: 11pt; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin;">Yours sincerely<o:p></o:p></span></div>
Tia Juniorhttp://www.blogger.com/profile/13991968296961226066noreply@blogger.com0tag:blogger.com,1999:blog-4584110836320240796.post-38714547169048165672012-08-15T07:08:00.002-07:002012-08-23T03:36:56.927-07:00ESA - further insight into DWP's philosophy<div class="MsoNormal" style="margin: 0cm 0cm 10pt;">
<span style="font-family: Calibri;">The less obvious manifestations of DWP’s exemplary approach to customer service.</span></div>
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<span style="font-family: Calibri;">Unless you fall foul of DWP’s sensitivities there is much that goes on of which you would be blissfully unaware, so the purpose of this posting is to warn you that all may not be as it seems based on my own (albeit limited) experience.</span></div>
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<span style="font-family: Calibri;">Firstly, there is the little known acronym “UPC” – Unreasonably Persistent Customer, which is a status attributed to anyone who in DWP’s view is making a nuisance of themselves.<span style="mso-spacerun: yes;"> </span>It is a totally unilateral designation which although it has certain consequences, you are not told directly that you have achieved this accolade. <span style="mso-spacerun: yes;"> </span>I only found out about mine by chance through an unrelated SAR (Subject Access Request under the Data Protection legislation).</span></div>
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<span style="font-family: Calibri;">One of the upshots is that you are assigned a single point of contact within DWP, which means that any communication you attempt with anyone within DWP is funnelled through this one person – this even applies if you are following one of their published procedures – your mail is still intercepted.<span style="mso-spacerun: yes;"> </span>You are at least told who this person is.<span style="mso-spacerun: yes;"> </span>It is hard not to get the impression that you are being treated as a pariah, with a degree of contempt and are presented with every obstruction imaginable.<span style="mso-spacerun: yes;"> </span>I was recently told that through the programme to improve customer service, my responses would now take up to 3 weeks rather than 2.<span style="mso-spacerun: yes;"> </span>Nobody has yet been able to explain how this represents an improvement -but hey, remember that DWP has its own dictionary.</span></div>
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<span style="font-family: Calibri;">There is at least an internal application procedure which has to be justified and approved before this status is designated, but my impression is that it goes through pretty much on the nod.<span style="mso-spacerun: yes;"> </span>My SAR also provided some insight into the degree to which one might be investigated by the DWP “police”, which can be well beyond what might be regarded as necessary and clearly both an infringement of privacy rights and an overt attempt at persecution/intimidation.<span style="mso-spacerun: yes;"> </span>DWP of course not only has its own extensive IT resources but also has Atos in the wings, so I doubt there is little they could not unearth if they had a mind to. <span style="mso-spacerun: yes;"> </span>There is no reason to assume that their own internal controls will prevent this “Big Brother” heavy-handedness continuing.</span></div>
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<span style="font-family: Calibri;">Secondly, there is the “Customer Compliance Department” – an innocuous title but with a powerful and imprecise remit. <span style="mso-spacerun: yes;"> </span>Manifestly it is there to investigate potential abuse on the path to accusations of fraud.<span style="mso-spacerun: yes;"> </span>It does claim to also investigate cases of possible underpayment, but one has to wonder what proportion this forms of the overall workload.<span style="mso-spacerun: yes;"> </span>There is some information available on the internet and it is clear that their style is deliberately aggressive taking the form of an interrogation rather than an interview, with a clear presumption of guilt over innocence despite protestations to the contrary.</span></div>
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<span style="font-family: Calibri;">My introduction came through a short, totally unexpected letter demanding my attendance at my local JC+ office a few days hence, with the usual thinly veiled threats if I did not instantly comply.<span style="mso-spacerun: yes;"> </span>It contained no explanation or information either in general or specific to my referral, which in itself was highly intimidating and clearly intended to be so.<span style="mso-spacerun: yes;"> </span>So I immediately rang the Compliance Officer involved.</span></div>
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<span style="font-family: Calibri;">In a quite lengthy phone call he would not explain the basis of my referral, pointing out that very many of their leads come from the members of the public calling their “Hotline”, as a result of which they HAVE to instigate an investigation.<span style="mso-spacerun: yes;"> </span>This is evidently the case no matter how vague and unsupported the call might be and the fact that the caller will not disclose their identity – even if they do, DWP’s promise of anonymity would prevent them passing the information on.<span style="mso-spacerun: yes;"> </span>He didn’t quite say it, but there was a strong inference that this was the source of the information.<span style="mso-spacerun: yes;"> </span>I’ll come back to the credibility of this later.</span></div>
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<span style="font-family: Calibri;">DWP has assessed my work capability wrongly three times in a row on its own admission.<span style="mso-spacerun: yes;"> </span>In the most recent sham, the FFW decision was reversed before reaching formal appeal and involved senior members of staff from both DWP and Atos, so one would have thought the decision was well considered and robust.<span style="mso-spacerun: yes;"> </span>However it appears it can be completely undermined by an anonymous phone call containing an accusation with no substance whatsoever.<span style="mso-spacerun: yes;"> </span>This is either complete bollox or DWP really needs to recruit more competent senior staff if it has so little faith in their judgement.<span style="mso-spacerun: yes;"> </span></span></div>
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<span style="font-family: Calibri;">Compliance-Man also explained that my interview would not be under caution and he was only seeking to clarify certain matters, but would not say quite what they were or why he had any reason to doubt that the information he already had was anything other than wholly accurate. I would be expected to sign a statement of some kind but with no indication of what it might contain.<span style="mso-spacerun: yes;"> </span>Also, there would be no medical questioning or examination - again, all very intimidating and a bit scary.</span></div>
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<span style="font-family: Calibri;">I decided to write to him in the strongest possible terms objecting fiercely to the implication that I was being in anyway dishonest over my ESA claim and demanding to know the reason(s) why he thought this might be the case – OK I wasn’t to be under caution and had not been accused of fraud per se, but I had already been accused of non-compliance which is only one small step away from criminality.</span></div>
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<span style="font-family: Calibri;">I received a fairly prompt reply stating that an interview would not be necessary after all evidently as my letter contained the information he needed – I still do not know what this might have been.<span style="mso-spacerun: yes;"> </span>I have also asked what this information was not requested by post in the first place (it is quite perfectly acceptable for them to do this), but have not received an explanation.</span></div>
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<span style="font-family: Calibri;">So I am left wondering what the hell it was all about . . . . . . .<span style="mso-spacerun: yes;"> </span>My conclusions are as follows having done a bit of background work.<span style="mso-spacerun: yes;"> </span>I have never been diagnosed as paranoid, nor am I a great proponent of conspiracy theory, in fact rather the opposite preferring sound evidence, which rather speaks for itself here.</span></div>
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<span style="font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="font-family: Calibri;">In reality, only a tiny proportion of compliance investigations stem from calls from members of the public.<span style="mso-spacerun: yes;"> </span>By contrast, 3 in 4 arise from within DWP [confirmed through FoI request].</span></div>
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<span style="font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="font-family: Calibri;">Nobody other than DWP & me knows I receive ESA.</span></div>
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<span style="font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="font-family: Calibri;">Why haul me in for an interrogation, when a far more subtle and sensitive exchange of letters would have done the job just as well?</span></div>
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<span style="font-family: Calibri;">So it is pretty obvious, at least to any reasonable person, where the referral truly originated from and the motivation behind it.</span></div>
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<span style="font-family: Calibri;">As regards “Big Brother”, of course DWP denies any suggestion of discrimination, intimidation or persecution but will not confirm that my treatment has been “normal”.<span style="mso-spacerun: yes;"> </span>It insists it has remained objective and impartial, but cannot explain why it has collected data that on its own admission has no bearing on my ongoing complaint with them.</span></div>
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<span style="font-family: Calibri;">This is all just another manifestation of the underlying ‘benefit scrounging scum’ philosophy that permeates every aspect of DWP welfare reforms.</span></div>
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Tia Juniorhttp://www.blogger.com/profile/13991968296961226066noreply@blogger.com4tag:blogger.com,1999:blog-4584110836320240796.post-74570865722498018922012-08-12T02:14:00.002-07:002012-08-12T02:14:18.818-07:00WCA - "innocent" questions - I think not.<div class="MsoNormal" style="margin: 0cm 0cm 10pt;">
<span style="font-family: Calibri;">This is a follow on from the posting “<span style="color: #222222; mso-bidi-font-family: Arial; mso-bidi-font-weight: bold; mso-fareast-font-family: 'Times New Roman'; mso-fareast-language: EN-GB;">Surreptitious Assumptions made by Atos/DWP in a WCA – BEWARE” on </span><span style="color: #222222;">Friday, 11 November 2011.<o:p></o:p></span></span></div>
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<span style="color: #222222;"><span style="font-family: Calibri;">As DWP was being so unhelpful & obstructive, I had to take this FoI request to the ICO, which at least resulted in a more thorough search for the information, if not the answer I was looking for.<o:p></o:p></span></span></div>
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<span style="color: #222222;"><span style="font-family: Calibri;">The 800m/supermarket suggestion is quoted in the Atos produced, DWP approved “WCA Handbook” as being a probable rather than definitive interpretation, but it offers no guidance whatsoever on what a HCP should do to clarify the situation.<span style="mso-spacerun: yes;"> </span>I know from firsthand experience that they sometimes do not bother and as at the time I was unaware of these underhand practices, it did not occur to me to volunteer clarification.<o:p></o:p></span></span></div>
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<span style="color: #222222;"><span style="font-family: Calibri;">None of the other phrases appear in a recorded form which might just reflect the limitations of the FoI legislation, rather than the fact that they are in use.<span style="mso-spacerun: yes;"> </span>DWP tries very carefully to constructs its responses within the legislation but giving away as little as possible.<span style="mso-spacerun: yes;"> </span>They therefore have not denounced the principle that obviously underlies this request, which speaks for itself – avoiding an issue can be as informative as addressing it!<o:p></o:p></span></span></div>
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<span style="color: #222222;"><span style="font-family: Calibri;">I can prove that DWP Decision Makers are encouraged to use their imagination in an uncontrolled manner rather than exercise caution over the risk to a person’s health, again from firsthand experience.<o:p></o:p></span></span></div>
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<span style="color: #222222;"><span style="font-family: Calibri;">So we all need to continue to be cautious to the point of paranoia when answering seeming innocent questions during a WCA.<span style="mso-spacerun: yes;"> </span>It won’t go down well, but it is perfectly in order to clarify the relevance of the questions that are being asked and provide as much clarification as possible even if not requested.<span style="mso-spacerun: yes;"> </span>Having a dog, doesn’t mean that YOU take it for a walk every day, so be on your guard.<o:p></o:p></span></span></div>Tia Juniorhttp://www.blogger.com/profile/13991968296961226066noreply@blogger.com0tag:blogger.com,1999:blog-4584110836320240796.post-3704779233743935782012-08-12T01:38:00.001-07:002012-08-12T01:38:07.402-07:00WCA Audio Recording - where do we go from here?<div class="MsoNormal" style="margin: 0cm 0cm 10pt;">
<span style="font-family: Calibri;">We all know how disgracefully DWP has progressed this exercise and that holes can be picked in every aspect of it but we are where we are.<span style="mso-spacerun: yes;"> </span>The Government will use its fabricated evidence that there is no demand to maintain its current stance which will become stronger as time goes on because demand will look even lower and unless Harrington explicitly condemns the so-called trial, I cannot see this changing.<span style="mso-spacerun: yes;"> </span></span></div>
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<span style="font-family: Calibri;"><em><span style="color: blue;"><span style="mso-spacerun: yes;">[</span>He would do well at the same time to remind everyone WHY this suggestion first arose and reflect on whether the problem still exists or not:<span style="mso-spacerun: yes;"> </span>if it does, what solution does he propose if not this; if it doesn’t, what else has removed it and what evidence is there to support the proposition.]</span></em></span></div>
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<span style="font-family: Calibri;">As I understand it, anyone who is faced with a ‘session behind closed doors’ is legally entitled to record it (but I am not a lawyer).<span style="mso-spacerun: yes;"> </span>The plan would therefore be to present the Government with what they would see as the lesser of two evils and no other options – either they relinquish all control with everyone doing their own thing, or retain some semblance of order and consistency by running this facility properly as they should have done in the first place.</span></div>Tia Juniorhttp://www.blogger.com/profile/13991968296961226066noreply@blogger.com0tag:blogger.com,1999:blog-4584110836320240796.post-76613291568273926962012-08-04T03:51:00.000-07:002012-08-04T03:51:03.517-07:00WCA - back to basic management best-practice<div class="MsoNormal" style="margin: 0cm 0cm 0pt;">
<span style="color: #1e497e;"><span style="font-family: Calibri;">We (including Prof Harrington) have lost sight of some of the basics. They are not to do with politics or health particularly, just sound management best-practice. At present, we are in a steady downward spiral – more decision errors, more appeals and longer queues, all making it harder to measure what is really going on. Improving the right-first-time rate is the logical place to start reversing the trend.<o:p></o:p></span></span></div>
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<span style="color: #1e497e;"><span style="font-family: Calibri;">The quality of any discrimination process (which is essentially what the WCA is - FFW or not FFW) is judged by its error rate in both directions – false-positives and false-negatives as the statisticians say. It is not just about the proportion of errors, but also their size – are they just at the margins or at the extremes? The latter would be for example declaring terminally ill people fit for work – something we know has happened and the type of error that is wholly unacceptable and totally avoidable. The errors at the margins are far tougher to eliminate, so we have to be a bit more tolerant.<o:p></o:p></span></span></div>
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<span style="color: #1e497e;"><span style="font-family: Calibri;">No discrimination process is perfect and in the same way that occasionally people are wrongly sent to prison despite the rigours of the process, we have to accept the fact that even the very best WCA process will make some errors – the question is from a compassionate and humanitarian standpoint, what error rate we would regard as “acceptable” realistically. Once we have a view on this, we can think about whether or not the current process is capable of achieving it – if it is not, the sooner we realise it the better. As it is, everyone assumes it can but in honesty how can anyone say when we have no idea what we are aiming for?<o:p></o:p></span></span></div>
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<span style="color: #1e497e;"><span style="font-family: Calibri;">Measuring the first-time decision errors against all WCAs undertaken, suggests it is around 8 – 10%, so the questions for HMG are (hoping to extract straight answers):<o:p></o:p></span></span></div>
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<span style="color: #1e497e; mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">1)</span><span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="color: #1e497e;"><span style="font-family: Calibri;">Does it regard this as acceptable? <o:p></o:p></span></span></div>
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<span style="color: #1e497e; mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">2)</span><span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="color: #1e497e;"><span style="font-family: Calibri;">Can it prove the improvement it claims through the changes implemented over the past 4 years?<o:p></o:p></span></span></div>
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<span style="color: #1e497e; mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">3)</span><span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="color: #1e497e;"><span style="font-family: Calibri;">What success rate is it aiming for? Having an ambition is perfectly reasonable, indeed desirable. <i>[It will of course avoid answering this at all costs, but if they do not know, how will they know when we get there – no point looking for further improvement if we have reached the ceiling as it’s a complete waste of time and money].</i><o:p></o:p></span></span></div>
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<span style="color: #1e497e; mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">4)</span><span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="color: #1e497e;"><span style="font-family: Calibri;">Is the current process capable of reaching this ambition:<o:p></o:p></span></span></div>
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<span style="color: #1e497e; font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="color: #1e497e;"><span style="font-family: Calibri;">If yes, what specific changes are needed to bridge the gap?<o:p></o:p></span></span></div>
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<span style="color: #1e497e; font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt 'Times New Roman';"> </span></span></span><span style="color: #1e497e;"><span style="font-family: Calibri;">If no, when does the re-think start?<o:p></o:p></span></span></div>
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<span style="color: #1e497e;"><span style="font-family: Calibri;">My own view on 1) is possibly yes as long as they are just at the margins and are resolved quickly – a subject for debate.<o:p></o:p></span></span></div>Tia Juniorhttp://www.blogger.com/profile/13991968296961226066noreply@blogger.com2tag:blogger.com,1999:blog-4584110836320240796.post-19139550827377816032012-07-30T04:34:00.001-07:002012-07-30T04:45:14.047-07:00The Question of Targets Again<div class="MsoNormal" style="margin: 0cm 0cm 10pt;">
<span style="font-family: Calibri;"><a href="http://dwpexamination.org/forum/general-discussion/are-they-lossing-control-and-the-lies-coming-out/">http://dwpexamination.org/forum/general-discussion/are-they-lossing-control-and-the-lies-coming-out/</a></span><br />
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<span style="font-family: Calibri;">Undoubtedly DWP is playing its usual game with semantics over the word “target”.<span style="mso-spacerun: yes;"> </span>If there are numbers involved, it is certainly smart enough not to document them for fear of what the FoI Act might reveal. But there doesn’t need to be . . . . </span></div>
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<span style="font-family: Calibri;">The message to Atos in leaning the results of a WCA in one direction has been clear from the outset.<span style="mso-spacerun: yes;"> </span>One of the early jibes was that if you can get to a MAC, you must be fit enough to work and this has never been that far from the truth.<span style="mso-spacerun: yes;"> </span>Having initially biased the results, you have then created biased “norms” against which you judge current performance and correct accordingly, so the whole cycle becomes self-perpetuating – cunning & subtle, but transparent.</span></div>
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<span style="font-family: Calibri;">This is not speculation or opinion.<span style="mso-spacerun: yes;"> </span>Using the Government’s own declared philosophy, there is more than enough evidence around covering almost every aspect of the WCA process to demonstrate that the process has been deliberately influenced.</span></div>
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<span style="font-family: Calibri;">One of the biggest giveaways is that Atos admits to monitoring HCP results against historical norms [although it does not explain a) quite how they are calculated, b) what level of deviation is considered “acceptable” or c) how far it investigates cause & effect, i.e. one HCP’s results might just reflect a bias in the conditions they have been called up on to assess.].<span style="mso-spacerun: yes;"> </span>It does not however adjust for appeal reversals, so never measures the true picture individually or collectively, adding more bias.</span></div>
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<span style="font-family: Calibri;">In any other area of science or management, these anomalies would have been ironed out to ensure the ultimate results are genuine and offer a sound basis for decision making.<span style="mso-spacerun: yes;"> </span>The fact here that they have not been simply means that they are irrelevant to the Government’s overall intentions and it will continue to falsely claim all of its policies are evidence-based and supported by experts to try to maintain the charade. </span></div>
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<span style="font-family: Calibri;">It is a</span><span style="font-family: Calibri;">iming for a pre-determined end point and this end justifies the means.<span style="mso-spacerun: yes;"> </span>The amount of collateral damage caused along the way is just “unfortunate”.</span></div>Tia Juniorhttp://www.blogger.com/profile/13991968296961226066noreply@blogger.com2tag:blogger.com,1999:blog-4584110836320240796.post-79685961847030097212012-07-28T08:48:00.000-07:002012-07-28T08:48:31.462-07:00The real attitude to customer service<div class="MsoNormal" style="margin: 0cm 0cm 10pt;">
<span style="font-family: Calibri;">If you’ve attended a WCA, you will have seen this leaflet.</span></div>
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<a href="http://www.whatdotheyknow.com/request/118232/response/293468/attach/4/AL1C.pdf"><span style="font-family: Calibri;">http://www.whatdotheyknow.com/request/118232/response/293468/attach/4/AL1C.pdf</span></a></div>
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<span style="font-family: Calibri;">Two important issues are conspicuous by their absence from it:</span></div>
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<span style="mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">1)</span><span style="font: 7pt "Times New Roman";"> </span></span></span><span style="font-family: Calibri;">Why you might like to have your WCA recorded and how to go about organising it.</span></div>
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<span style="mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">2)</span><span style="font: 7pt "Times New Roman";"> </span></span></span><span style="font-family: Calibri;">To bring along all the information you have – letters from GPs/consultants, X-rays, scan results etc., etc.<span style="mso-spacerun: yes;"> </span></span></div>
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<span style="font-family: Calibri;">Minister Grayling frequently claims that he has taken up Harrington’s recommendations regarding help and support for claimants.<span style="mso-spacerun: yes;"> </span>He also regularly blames ESA decision errors on not having all of the information available, but makes no attempt to ensure it is provided.<span style="mso-spacerun: yes;"> </span>It rather looks like they don’t REALLY want to know.</span></div>Tia Juniorhttp://www.blogger.com/profile/13991968296961226066noreply@blogger.com0tag:blogger.com,1999:blog-4584110836320240796.post-75080126011448717312012-07-28T03:23:00.003-07:002012-07-28T03:23:37.203-07:00The ongoing debate about targets and quotas<span style="font-family: "Trebuchet MS", sans-serif; font-size: x-small;">This is prompted by:</span><br />
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<a href="http://benefitscroungingscum.blogspot.co.uk/2012/07/q-when-is-target-not-target-when-its.html?spref=tw"><span style="font-family: "Trebuchet MS", sans-serif; font-size: x-small;">http://benefitscroungingscum.blogspot.co.uk/2012/07/q-when-is-target-not-target-when-its.html?spref=tw</span></a><br />
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<span style="font-family: Calibri;">Quite right that we take every possible opportunity to point out the flaws, inconsistencies and errors in the Government’s welfare programme, but don’t forget how thick-skinned and lacking in integrity it is.<span style="mso-spacerun: yes;"> </span>Grayling et al will attempt to argue the statistical toss here and their underlying altruistic intensions in their usual disingenuous manner until they back themselves into the inevitable corner at which point they will have no qualms about changing their tack completely.<span style="mso-spacerun: yes;"> </span>They have recently done exactly this with WCA audio recording.<span style="mso-spacerun: yes;"> </span></span></div>
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<span style="font-family: Calibri;">Much of this is post decision rationalisation – they decided long ago what they wanted to achieve and since have desperately being trying to find a way of supporting it.<span style="mso-spacerun: yes;"> </span>I have yet to find one single aspect of the changes they have implemented that is GENUINELY evidence-based.<span style="mso-spacerun: yes;"> </span>If you take the trouble to look closely and challenge, the truth is that for example:</span></div>
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<span style="font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt "Times New Roman";"> </span></span></span><span style="font-family: Calibri;">There is no evidence to support descriptor changes or the correlation they assume between ‘typical day’ activities and capability to hold down a job.</span></div>
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<span style="font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt "Times New Roman";"> </span></span></span><span style="font-family: Calibri;">The research they rely on is at best inconclusive, at worst argues AGAINST their proposition.</span></div>
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<span style="font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt "Times New Roman";"> </span></span></span><span style="font-family: Calibri;">The reports they quote usually start with a disclaimer, even when they have commissioned them : “ These views are those of the author(s), not necessarily . . . . . </span></div>
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<span style="font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt "Times New Roman";"> </span></span></span><span style="font-family: Calibri;">The organisations and “experts” they cite may well have been consulted, but most certainly have NOT signed off the end result and do not therefore necessarily support it.</span></div>
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<span style="font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font: 7pt "Times New Roman";"> </span></span></span><span style="font-family: Calibri;">Etc.</span></div>
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<span style="font-family: Calibri;">It is of course a thinly veiled charade to hide what is nothing other than a political dogma – they will not say outright that we are all benefit scroungers, but will happily construct a regime based on the belief that we are.<span style="mso-spacerun: yes;"> </span>If there was a genuine scientific basis for their approach, they would not have to approach it in such and underhand and deceitful way (the hypothetical wheelchair is an absolute classic!).<span style="mso-spacerun: yes;"> </span>If they genuinely believe that I am able to work, want to work and the “system” is preventing me, why adopt such a heavy-handed, autocratic, prescriptive, we-know-best philosophy?<span style="mso-spacerun: yes;"> </span>Why not just ask me what I’d like to do and help me do it?<span style="mso-spacerun: yes;"> </span>Why not build a process based on early consensus rather than one based on conflict and intimidation?<span style="mso-spacerun: yes;"> </span>It is obviously because you don’t trust me.</span></div>
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<span style="font-family: Calibri;">There do not have to be specific targets – the Government’s overall message is perfectly clear.<span style="mso-spacerun: yes;"> </span>If in doubt declare FFW – you may be wrong, but we’ll sort that out later.<span style="mso-spacerun: yes;"> </span>The end justifies the means and the amount of collateral damage along the way is perfectly acceptable!!</span></div>Tia Juniorhttp://www.blogger.com/profile/13991968296961226066noreply@blogger.com0tag:blogger.com,1999:blog-4584110836320240796.post-64535093419831168192012-07-26T12:43:00.000-07:002012-07-26T12:43:15.526-07:00Well enough to work<div class="MsoNormal" style="margin: 0cm 0cm 10pt; mso-line-height-alt: 13.55pt; mso-margin-bottom-alt: auto; mso-margin-top-alt: auto; mso-outline-level: 1;">
<span style="color: blue; font-family: Calibri;"><span style="color: #333333; mso-bidi-font-family: Arial; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-GB; mso-font-kerning: 18.0pt;"><strong>Not a new article but very well reasoned and presented.</strong></span></span></div>
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<span style="font-family: Calibri;"><b><span style="color: #333333; font-size: 14pt; mso-bidi-font-family: Arial; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-GB; mso-font-kerning: 18.0pt;">Well enough to work?</span></b><b><span style="color: #333333; mso-bidi-font-family: Arial; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-GB; mso-font-kerning: 18.0pt;"><span style="mso-spacerun: yes;"> </span><span style="mso-tab-count: 2;"> </span></span></b><span style="color: #333333; mso-bidi-font-family: Arial;">Re: Health professionals' advice: the ethics <span style="mso-spacerun: yes;"> </span>4 March 2011</span></span></div>
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<span style="color: #333333; font-family: "Arial", "sans-serif"; font-size: 9pt;">“Dr Cooper points out that when an Atos doctor sees a claimant that claimant is not his/ her patient, and there is not therefore an explicit, or even implicit, duty of care.</span></div>
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<span style="color: #333333; font-family: "Arial", "sans-serif"; font-size: 9pt;">He goes on to point out that the doctor's employer in this case is Atos, and then says that, "the first duty of the assessor is to supply, with the consent of the claimant, honest advice to the DWP on the most likely correct numerical score for the statutory descriptors in the test."</span></div>
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<span style="color: #333333; font-family: "Arial", "sans-serif"; font-size: 9pt;">Here, I think, he is incorrect. The doctor's first duty is not to the DWP, but to Atos who are, as we keep on being told, is a private company with all the legal privileges and duties that involves. Atos are his/ her employers; Atos has a contractual obligation to the DWP, but the "assessor" does not. The assessor's duty must be to provide Atos with what Atos wants, and the assessor has agreed to supply. </span></div>
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<span style="color: #333333; font-family: "Arial", "sans-serif"; font-size: 9pt;">It is in that lacuna in the evidence that some, at least, of the problem lies. The exact nature of Atos' demands on its "health care professional" (HCP) is unknown, since the content of their contracts - like so much else of Atos' business - is covered by heavy veils of secrecy. </span></div>
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<span style="color: #333333; font-family: "Arial", "sans-serif"; font-size: 9pt;">Atos may not require an assessor to submit evidence which is the assessor knows, or believes, to be completely false. This, however, is not a very substantial safeguard of the truthfulness of the reports. </span></div>
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<span style="color: #333333; font-family: "Arial", "sans-serif"; font-size: 9pt;">We know that the questions asked by the LiMA program are used to generate from one reply a whole chain of inferences. Such inferences may then be churned out by the final report which a rushed HCP may just glance at and then sign. What options, after all, do they have? They are not required to take responsibility for the accuracy of the inference chain, and are discouraged from entering any information which does not fit the parameters of the LiMA program. </span></div>
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<span style="color: #333333; font-family: "Arial", "sans-serif"; font-size: 9pt;">There is a further point. A HCP who is "assessing a claimant" has no direct duty of care. Suppose then that the HCP has been told, "You are to take a sceptical approach to all statements made by the claimant, or their GP." A short period working there and a couple of reprimands for taking too long, and being "insufficiently rigorous" in their assessments, and <span style="mso-spacerun: yes;"> </span>the HCP will get the point. </span></div>
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<span style="color: #333333; font-family: "Arial", "sans-serif"; font-size: 9pt;">As the CAB pointed out in their report "Not Working", "Another common problem with WCA reports, is that conditions frequently appear to be downplayed. If a client's condition has been described by their GP as 'moderate' - based on tests, MRI scans, reports from consultants or other appropriate diagnostic tools - the HCP is very likely to describe it - based on a half hour interview - as 'mild'. If it is described by the GP as 'severe' it will be 'moderate' in the WCA report." </span></div>
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<span style="color: #333333; font-family: "Arial", "sans-serif"; font-size: 9pt;">There are numerous other examples of bad experiences from the CAB, from Citizens' Advice Scotland, from other reports and from anecdotal evidence on the web. Answers are twisted, misunderstood or abbreviated, so that "yes, with a lot of help," becomes, "Yes". </span></div>
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<span style="color: #333333; font-family: "Arial", "sans-serif"; font-size: 9pt;">I believe that the handbook for assessors says that claimants frequently underestimate things like distance. Someone who "goes round a supermarket" can therefore be assumed to be able to walk 800m. That distance is then entered into the report and the claimant's statement that they can walk 20m is ignored, as is their explanation that the "supermarket" is the corner convenience store. </span></div>
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<span style="color: #333333; font-family: "Arial", "sans-serif"; font-size: 9pt;">These are instructions from the commercial firm employing the doctor or other HCP. They have to shape what they hear to fit the demands of the computer program, and the wishes of the boss. That the DWP is happy with the service being provided by Atos is evident from the renewals and extensions to their contract. </span></div>
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<span style="color: #333333; font-family: "Arial", "sans-serif"; font-size: 9pt;">There are doubtless doctors out there providing the sort of assessment which the DWP describes, and which Dr Cooper postulates. That many of the Atos HCPs provide nothing like that sort of service is the conclusion of several reports and the experience of thousands of claimants.”</span></div>
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<a href="http://www.bmj.com/rapid-response/2011/11/03/rehealth-professionals-advice-ethics"><span style="font-family: Calibri;">http://www.bmj.com/rapid-response/2011/11/03/rehealth-professionals-advice-ethics</span></a></div>Tia Juniorhttp://www.blogger.com/profile/13991968296961226066noreply@blogger.com1tag:blogger.com,1999:blog-4584110836320240796.post-7227675366271588422012-07-23T09:10:00.001-07:002012-07-24T06:11:47.096-07:00WCA Audio Recording - the plot thickens, but the truth becomes clearer.<div class="MsoNormal" style="line-height: normal; margin: 6pt 0cm 0pt; mso-layout-grid-align: none;">
<span style="color: black; mso-bidi-font-family: Arial; mso-themecolor: text1;"><span style="font-family: Calibri;">The plot thickens.<span style="mso-spacerun: yes;"> </span>From the latest letter from DWP it would appear that the fact that recording is a waste of time has been known since the completion of the pilot in June 2011.<span style="mso-spacerun: yes;"> </span>Interestingly, this has only just come to light and frankly everything that has taken place since has been designed as a palliative to keep us all happy and quiet.<span style="mso-spacerun: yes;"> </span>Why Mr Grayling has not made this clear in the House of Commons is a mystery.<span style="mso-spacerun: yes;"> </span></span></span></div>
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<span style="color: black; mso-bidi-font-family: Arial; mso-themecolor: text1;"><span style="font-family: Calibri;">It is worth noting that this is completely at odds with Atos’s own conclusions & recommendations, although both organisations used the same data.<span style="mso-spacerun: yes;"> </span>Unfortunately, no supporting information or supplementary reports have been produced by DWP, it is not possible to see or understand the basis for DWP to take the decision it has.</span></span></div>
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<span style="color: black; mso-bidi-font-family: Arial; mso-themecolor: text1;"><span style="font-family: Calibri;">This is based on the following text from JCP:</span></span></div>
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<span style="mso-bidi-font-family: Arial;"><span style="font-family: Calibri;"><span style="color: black;">“<i style="mso-bidi-font-style: normal;">The results of the pilot showed that audio recording of Atos assessments would not improve the quality of assessments and there was only limited evidence of improvement in the customer experience for some individuals.<span style="mso-spacerun: yes;"> </span></i></span></span></span></div>
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<span style="color: black;"><span style="font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font-family: "Times New Roman";"> </span></span></span><i style="mso-bidi-font-style: normal;"><span style="mso-bidi-font-family: Arial;"><span style="font-family: Calibri;">Less than half consented to having their assessment recorded and a tiny proportion, less than 1%, requested a copy of their assessment. . </span></span></i></span></div>
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<span style="color: black;"><span style="font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font-family: "Times New Roman";"> </span></span></span><i style="mso-bidi-font-style: normal;"><span style="mso-bidi-font-family: Arial;"><span style="font-family: Calibri;">Some claimants felt intimidated by having their assessment recorded and others decided not to have their assessment recorded once they arrived at the assessment centre.</span></span></i></span></div>
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<span style="color: black;"><span style="font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol;"><span style="mso-list: Ignore;">·<span style="font-family: "Times New Roman";"> </span></span></span><i style="mso-bidi-font-style: normal;"><span style="mso-bidi-font-family: Arial;"><span style="font-family: Calibri;"><span style="mso-spacerun: yes;"> </span>There was no difference between the quality of recorded and non-recorded assessments.</span></span></i></span></div>
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<i style="mso-bidi-font-style: normal;"><span style="mso-bidi-font-family: Arial;"><span style="color: black; font-family: Calibri;">Rolling out audio recording for all assessments would be extremely costly with no apparent substantial benefit or improvement in assessments. As a result, DWP has not implemented universal recording of assessments.</span></span></i></div>
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<i style="mso-bidi-font-style: normal;"><span style="mso-bidi-font-family: Arial;"><span style="color: black; font-family: Calibri;">DWP has instead asked Atos Healthcare to try to accommodate requests for audio recording where a claimant makes a request in advance of their assessment.</span></span></i></div>
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<i style="mso-bidi-font-style: normal;"><span style="mso-bidi-font-family: Arial;"><span style="color: black; font-family: Calibri;">The announcement, however, of the availability of audio recording was at a time when only small numbers were expected and since that time, the number of requests has increased significantly. This has put pressure on the ability to provide sufficient capacity to meet all requests. The dual CD machines required for audio recording are a specialist item; there is only one manufacturer and machines need building on demand.<span style="mso-spacerun: yes;"> </span>Consequently, there is a lead in time of 4 to 10 weeks. There has been an order for additional machines, but a large-scale purchase of machines in the absence of an evaluation of the process is not effective use of public money, Although there have been increases in requests these still represent only a small percentage of overall Work Capability Assessments.</span></span></i></div>
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<i style="mso-bidi-font-style: normal;"><span style="mso-bidi-font-family: Arial;"><span style="color: black; font-family: Calibri;">In the meantime, whilst Atos will do all that they can to accommodate requests for audio recording there may be times when the service cannot be offered, for example where it has not be possible to get access to recording equipment on the date/time of the WCA.<span style="mso-spacerun: yes;"> </span>In these circumstances, Atos will inform claimants in advance that they are not able to meet their request for recording.</span></span></i></div>
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<i style="mso-bidi-font-style: normal;"><span style="mso-bidi-font-family: Arial;"><span style="color: black; font-family: Calibri;">You will need to submit a Freedom of Information request for documents relating to this announcement.”</span></span></i></div>
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<span style="color: black; mso-bidi-font-family: Arial; mso-themecolor: text1;"><span style="font-family: Calibri;">My response has been as follows and I am waiting for a reply:</span></span></div>
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<i style="mso-bidi-font-style: normal;"><span style="mso-themecolor: text2; mso-themetint: 153;"><span style="color: black; font-family: Calibri;">“Thank you for your letter dated 20<sup>th</sup> July 2012 and I will take up your FoI suggestion separately using your letter as the point of reference.</span></span></i></div>
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<i style="mso-bidi-font-style: normal;"><span style="mso-themecolor: text2; mso-themetint: 153;"><span style="color: black; font-family: Calibri;">I know you have to toe the party line, but some of the information you are being provided with is duplicitous literally beyond anything I have ever encountered previously. It appears the author has no memory, no sense of integrity and most certainly no shame, but the ability to deny history. Your latest statements will cause a stir as it means that not only have your FoI colleagues deliberately provided false responses to requests for information, but Chris Grayling has lied to MPs in the HoC, which I am sure they will want to take up when they see what you have said here. </span></span></i></div>
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<i style="mso-bidi-font-style: normal;"><span style="mso-themecolor: text2; mso-themetint: 153;"><span style="color: black; font-family: Calibri;">The beauty of having no evidence of course is that you can say what you like with impunity and change your mind day to day as you wish.</span></span></i></div>
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<i style="mso-bidi-font-style: normal;"><span style="mso-themecolor: text2; mso-themetint: 153;"><span style="color: black; font-family: Calibri;">I really do have to correct the content of your last letter to remove the ‘spin’ and concentrate on the facts. Perhaps you would pass this on to the individual responsible for the misrepresentation.</span></span></i></div>
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<span style="color: black;"><i style="mso-bidi-font-style: normal;"><span style="mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text2; mso-themetint: 153;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">1.</span><span style="font-family: "Times New Roman";"> </span></span></span></i><i style="mso-bidi-font-style: normal;"><span style="mso-themecolor: text2; mso-themetint: 153;"><span style="font-family: Calibri;">The audio trial was a fudge, just to allow you to <span style="mso-spacerun: yes;"> </span>say something had taken place:</span></span></i></span></div>
<div class="MsoListParagraph" style="line-height: normal; margin: 6pt 0cm 0pt 49.65pt; mso-list: l2 level2 lfo3; text-indent: -14.2pt;">
<span style="color: black;"><i style="mso-bidi-font-style: normal;"><span style="mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text2; mso-themetint: 153;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">a)</span><span style="font-family: "Times New Roman";"> </span></span></span></i><i style="mso-bidi-font-style: normal;"><span style="mso-themecolor: text2; mso-themetint: 153;"><span style="font-family: Calibri;">There are standard techniques for establishing meaningful sample sizes, none of which were used – 500 was totally arbitrary.</span></span></i></span></div>
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<span style="color: black;"><i style="mso-bidi-font-style: normal;"><span style="mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text2; mso-themetint: 153;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">b)</span><span style="font-family: "Times New Roman";"> </span></span></span></i><i style="mso-bidi-font-style: normal;"><span style="mso-themecolor: text2; mso-themetint: 153;"><span style="font-family: Calibri;">The explanation offered to potential participants was deliberately worded to discourage them from taking up the facility.</span></span></i></span></div>
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<span style="color: black;"><i style="mso-bidi-font-style: normal;"><span style="mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text2; mso-themetint: 153;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">c)</span><span style="font-family: "Times New Roman";"> </span></span></span></i><i style="mso-bidi-font-style: normal;"><span style="mso-themecolor: text2; mso-themetint: 153;"><span style="font-family: Calibri;">No information is available as to how the 500 were selected and nobody can therefore show that there was no bias.</span></span></i></span></div>
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<span style="color: black;"><i style="mso-bidi-font-style: normal;"><span style="mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text2; mso-themetint: 153;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">d)</span><span style="font-family: "Times New Roman";"> </span></span></span></i><i style="mso-bidi-font-style: normal;"><span style="mso-themecolor: text2; mso-themetint: 153;"><span style="font-family: Calibri;">No information was gathered regarding the participants’ previous WCA experiences – clearly something that would have a major impact on attitudes to the pilot – nor their conditions, not even physical or mental.</span></span></i></span></div>
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<i style="mso-bidi-font-style: normal;"><span style="mso-themecolor: text2; mso-themetint: 153;"><span style="color: black; font-family: Calibri;">Nobody therefore has the faintest idea as to whether the sample was representative or not and has no sound basis for making any decisions whatsoever as a result. </span></span></i></div>
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<span style="color: black;"><i style="mso-bidi-font-style: normal;"><span style="mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text2; mso-themetint: 153;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">2.</span><span style="font-family: "Times New Roman";"> </span></span></span></i><i style="mso-bidi-font-style: normal;"><span style="mso-themecolor: text2; mso-themetint: 153;"><span style="font-family: Calibri;">Despite 1b), <b><u>over two-thirds</u></b> of the sample expressed interest and this only ultimately dropped to 46% due to assessments that for a variety of reasons did not take place. It is dishonest to imply as you have that over half were not interested. Some of those who wanted recording were pressured to change their minds on arrival. Anyway, 46% may not technically be a majority, but it is most certainly a substantial minority too large to be ignored. David Cameron would be delighted with 46% of the vote at the next General election.</span></span></i></span></div>
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<span style="color: black;"><i style="mso-bidi-font-style: normal;"><span style="mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text2; mso-themetint: 153;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">3.</span><span style="font-family: "Times New Roman";"> </span></span></span></i><i style="mso-bidi-font-style: normal;"><span style="mso-themecolor: text2; mso-themetint: 153;"><span style="font-family: Calibri;">The JCP pre-project internal briefing made it clear that recording would not be seen as part of the decision making process and that there was no reason why claimants should need a copy unless for reconsideration and/or appeal, in which case it would be there if required. As this thinking was incorporated in the offer made to the 500 participants, it is surprising that any at all asked for a copy there and then – the 1% you quote therefore means nothing.</span></span></i></span></div>
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<span style="color: black;"><br /></span></div>
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<span style="color: black;"><i style="mso-bidi-font-style: normal;"><span style="mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text2; mso-themetint: 153;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">4.</span><span style="font-family: "Times New Roman";"> </span></span></span></i><i style="mso-bidi-font-style: normal;"><span style="mso-themecolor: text2; mso-themetint: 153;"><span style="font-family: Calibri;">On your own admission, demand has well exceeded your “expectations”, so why quote figures you know are understated?</span></span></i></span></div>
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<span style="color: black;"><br /></span></div>
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<span style="color: black;"><i style="mso-bidi-font-style: normal;"><span style="mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text2; mso-themetint: 153;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">5.</span><span style="font-family: "Times New Roman";"> </span></span></span></i><i style="mso-bidi-font-style: normal;"><span style="mso-themecolor: text2; mso-themetint: 153;"><span style="font-family: Calibri;">You have stated “...... there was only limited evidence of improvement in the customer experience for some individuals.” There is nothing to support this – by contrast a couple of quotes from the Atos report:</span></span></i></span></div>
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<span style="color: black;"><span style="font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol; mso-themecolor: text2; mso-themetint: 153;"><span style="mso-list: Ignore;">·<span style="font-family: "Times New Roman";"> </span></span></span><i style="mso-bidi-font-style: normal;"><span style="mso-themecolor: text2; mso-themetint: 153;"><span style="font-family: Calibri;">“The majority (85%) of surveyed customers thought recording was a good idea”</span></span></i></span></div>
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<span style="color: black;"><span style="font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol; mso-themecolor: text2; mso-themetint: 153;"><span style="mso-list: Ignore;">·<span style="font-family: "Times New Roman";"> </span></span></span><i style="mso-bidi-font-style: normal;"><span style="mso-themecolor: text2; mso-themetint: 153;"><span style="font-family: Calibri;">“Overall, the HCPs felt the experience had been positive and that the recording would support them in potentially difficult cases . . . . and the resolution of subsequent complaints”</span></span></i></span></div>
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<span style="color: black;"><i style="mso-bidi-font-style: normal;"><span style="mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text2; mso-themetint: 153;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">6.</span><span style="font-family: "Times New Roman";"> </span></span></span></i><i style="mso-bidi-font-style: normal;"><span style="mso-themecolor: text2; mso-themetint: 153;"><span style="font-family: Calibri;">You have stated that there was no improvement in the quality of assessments, which is a claim you simply cannot make:</span></span></i></span></div>
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<span style="color: black;"><span style="font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol; mso-themecolor: text2; mso-themetint: 153;"><span style="mso-list: Ignore;">·<span style="font-family: "Times New Roman";"> </span></span></span><i style="mso-bidi-font-style: normal;"><span style="mso-themecolor: text2; mso-themetint: 153;"><span style="font-family: Calibri;">No quality measure was defined.</span></span></i></span></div>
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<span style="color: black;"><span style="font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol; mso-themecolor: text2; mso-themetint: 153;"><span style="mso-list: Ignore;">·<span style="font-family: "Times New Roman";"> </span></span></span><i style="mso-bidi-font-style: normal;"><span style="mso-themecolor: text2; mso-themetint: 153;"><span style="font-family: Calibri;">The Atos report simply refers to report “grading” NOT overall quality.</span></span></i></span></div>
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<span style="color: black;"><span style="font-family: Symbol; mso-bidi-font-family: Symbol; mso-fareast-font-family: Symbol; mso-themecolor: text2; mso-themetint: 153;"><span style="mso-list: Ignore;">·<span style="font-family: "Times New Roman";"> </span></span></span><i style="mso-bidi-font-style: normal;"><span style="mso-themecolor: text2; mso-themetint: 153;"><span style="font-family: Calibri;">There was no follow up on decision errors, reconsideration or appeals.</span></span></i></span></div>
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<span style="color: black;"><br /></span></div>
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<span style="color: black;"><i style="mso-bidi-font-style: normal;"><span style="mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text2; mso-themetint: 153;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">7.</span><span style="font-family: "Times New Roman";"> </span></span></span></i><i style="mso-bidi-font-style: normal;"><span style="mso-themecolor: text2; mso-themetint: 153;"><span style="font-family: Calibri;">The increasing demand was highlighted by Atos in their report so there is no excuse for not having dealt with it 12 month later – it was certainly not the surprise you have indicated.</span></span></i></span></div>
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<span style="color: black;"><i style="mso-bidi-font-style: normal;"><span style="mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text2; mso-themetint: 153;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">8.</span><span style="font-family: "Times New Roman";"> </span></span></span></i><i style="mso-bidi-font-style: normal;"><span style="mso-themecolor: text2; mso-themetint: 153;"><span style="font-family: Calibri;">Atos recommends that recording become routine.</span></span></i></span></div>
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<span style="color: black;"><i style="mso-bidi-font-style: normal;"><span style="mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text2; mso-themetint: 153;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">9.</span><span style="font-family: "Times New Roman";"> </span></span></span></i><i style="mso-bidi-font-style: normal;"><span style="mso-themecolor: text2; mso-themetint: 153;"><span style="font-family: Calibri;">Your statement regarding the cost/benefit of recording assessments is completely unsubstantiated as no overall analysis (that for example considers the impact on tribunal costs) has been undertaken – it is pure guesswork.</span></span></i></span></div>
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<span style="color: black;"><i style="mso-bidi-font-style: normal;"><span style="mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text2; mso-themetint: 153;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">10.</span><span style="font-family: "Times New Roman";"> </span></span></span></i><i style="mso-bidi-font-style: normal;"><span style="mso-themecolor: text2; mso-themetint: 153;"><span style="font-family: Calibri;">The Minister’s statement was unconditional - he categorically stated it would be available to anyone who wanted it.</span></span></i></span></div>
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<span style="color: black;"><i style="mso-bidi-font-style: normal;"><span style="mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text2; mso-themetint: 153;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">11.</span><span style="font-family: "Times New Roman";"> </span></span></span></i><i style="mso-bidi-font-style: normal;"><span style="mso-themecolor: text2; mso-themetint: 153;"><span style="font-family: Calibri;">Your concern for effective use of public funds is a surprise and hard to believe given that decision errors result in a somewhat larger bill through the Tribunals Service. </span></span></i></span></div>
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<span style="color: black;"><i style="mso-bidi-font-style: normal;"><span style="mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text2; mso-themetint: 153;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">12.</span><span style="font-family: "Times New Roman";"> </span></span></span></i><i style="mso-bidi-font-style: normal;"><span style="mso-themecolor: text2; mso-themetint: 153;"><span style="font-family: Calibri;">You have said “..... a large-scale purchase of machines in the absence of an evaluation of the process is not effective use of public money”, which is of course true. But equally if as you also say recording adds nothing to the assessment process and you have known this since the end of the pilot, why even buy 11 – surely this in itself is a waste of public money? Have you told Professor Harrington he was wrong and there is no need for recording?</span></span></i></span></div>
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<span style="color: black;"><br /></span></div>
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<span style="color: black;"><i style="mso-bidi-font-style: normal;"><span style="mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text2; mso-themetint: 153;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">13.</span><span style="font-family: "Times New Roman";"> </span></span></span></i><i style="mso-bidi-font-style: normal;"><span style="mso-themecolor: text2; mso-themetint: 153;"><span style="font-family: Calibri;">You try to discourage claimants making their own recording by telling them it is illegal. It simply is not and likewise you cannot stop a claimant taking notes. If the HCP refuses to procede that’s their problem – as the Government continually tells us, if they have nothing to hide they have nothing to fear.</span></span></i></span></div>
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<span style="color: black;"><br /></span></div>
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<span style="color: black;"><i style="mso-bidi-font-style: normal;"><span style="mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-themecolor: text2; mso-themetint: 153;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">14.</span><span style="font-family: "Times New Roman";"> </span></span></span></i><i style="mso-bidi-font-style: normal;"><span style="mso-themecolor: text2; mso-themetint: 153;"><span style="font-family: Calibri;">You are quite happy to allow Atos to provide the facility on a best-endeavours basis, without any controls on how this might develop - if they mismanage the machinery, so no recordings can be made, so be it. Amazing!!!</span></span></i></span></div>
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<i style="mso-bidi-font-style: normal;"><span style="mso-themecolor: text2; mso-themetint: 153;"><span style="color: black; font-family: Calibri;">So in summary, DWP’s position on this all stacks up as follows. You haven’t exactly said this I know, but this is a straightforward logical interpretation of what you have said.</span></span></i></div>
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<b style="mso-bidi-font-weight: normal;"><i style="mso-bidi-font-style: normal;"><span style="mso-themecolor: text2; mso-themetint: 153;"><span style="color: black; font-family: Calibri;">“Although there is no justification or benefit in audio recording WCAs, we will fund the provision of 11 recording machines and all of the administration etc. required to support them. We do not however regard this as value for money or as a waste of money either (please do not ask me to explain this contradiction). We have no plans to increase or reduce this number and have no interest in how many may be available for use at any point in time. We have instructed Atos to do their best to comply with recording requests, but if they feel they can’t or don’t want to record, they will not have to. If claimants are upset, so be it – tough luck. As far as we are concerned, in the absence of a plan to the contrary, this situation will continue indefinitely at whatever level of cost happens to arise. We will continue doing all we can to prevent claimants from making their own recordings.”</span></span></i></b></div>
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<i style="mso-bidi-font-style: normal;"><span style="mso-themecolor: text2; mso-themetint: 153;"><span style="color: black; font-family: Calibri;">Yours sincerely</span></span></i></div>
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<br /></div>Tia Juniorhttp://www.blogger.com/profile/13991968296961226066noreply@blogger.com7tag:blogger.com,1999:blog-4584110836320240796.post-40695791300503887292012-07-20T04:40:00.002-07:002012-07-20T04:40:46.309-07:00WCA Audio Recording - Important (& disgraceful) update<div class="MsoNormal" style="line-height: normal; margin: 0cm 0cm 0pt; mso-layout-grid-align: none;">
<span style="mso-bidi-font-family: Arial;"><span style="font-family: Calibri;">I put this contradiction to a JCP District Manager as follows:</span></span></div>
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<i style="mso-bidi-font-style: normal;"><span lang="EN-US" style="color: #0033cc; mso-ansi-language: EN-US;"><span style="font-family: Calibri;">“You are no doubt aware of the controversy and delays around the facility to audio record WCAs. In terms of the availability of equipment and the impact this might have on WCA scheduling, DWP has been quite clear that if a claimant wishes a WCA to be recorded, Atos must comply. It has further stated in direct response to a FoI request:</span></span></i></div>
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<span style="font-family: Calibri;"><i style="mso-bidi-font-style: normal;"><span lang="EN-US" style="color: #0033cc; mso-ansi-language: EN-US;">“……..</span></i><i style="mso-bidi-font-style: normal;"><span lang="EN" style="color: #0033cc; mso-ansi-language: EN;">if a claimant is unable to attend their WCA because Atos Healthcare are (sic) unable to comply with the request the postponement will not be attributed to the claimant.”</span></i></span></div>
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<i style="mso-bidi-font-style: normal;"><span style="font-family: Calibri;"><span lang="EN" style="color: #0033cc; mso-ansi-language: EN;">However, the Atos website (</span><span style="color: #0033cc;"><a href="http://blog.atoshealthcare.com/2012/07/audio-recording-of-the-wca/#respond"><span style="color: #0033cc;">http://blog.atoshealthcare.com/2012/07/audio-recording-of-the-wca/#respond</span></a>) states:</span></span></i></div>
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<span style="font-family: Calibri;"><i style="mso-bidi-font-style: normal;"><span style="color: #0033cc;">“</span></i><i style="mso-bidi-font-style: normal;"><span lang="EN-US" style="color: #0033cc; mso-ansi-language: EN-US;">We will make every effort to accommodate requests for this service and hope that we will be able to meet demand. However, under the terms of our contract with the Department, we cannot postpone an assessment on the basis of audio-recording.”<span style="mso-spacerun: yes;"> </span></span></i></span></div>
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<i style="mso-bidi-font-style: normal;"><span lang="EN-US" style="color: #0033cc; mso-ansi-language: EN-US;"><span style="font-family: Calibri;">I would like to know:</span></span></i></div>
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<i style="mso-bidi-font-style: normal;"><span lang="EN-US" style="color: #0033cc; mso-ansi-language: EN-US; mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">1)</span><span style="font: 7pt "Times New Roman";"> </span></span></span></i><i style="mso-bidi-font-style: normal;"><span lang="EN-US" style="color: #0033cc; mso-ansi-language: EN-US;"><span style="font-family: Calibri;">Who is right and who is wrong?</span></span></i></div>
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<i style="mso-bidi-font-style: normal;"><span lang="EN-US" style="color: #0033cc; mso-ansi-language: EN-US; mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">2)</span><span style="font: 7pt "Times New Roman";"> </span></span></span></i><i style="mso-bidi-font-style: normal;"><span lang="EN-US" style="color: #0033cc; mso-ansi-language: EN-US;"><span style="font-family: Calibri;">Assuming it is Atos, who authorized this posting on their website?</span></span></i></div>
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<i style="mso-bidi-font-style: normal;"><span lang="EN-US" style="color: #0033cc; mso-ansi-language: EN-US; mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">3)</span><span style="font: 7pt "Times New Roman";"> </span></span></span></i><i style="mso-bidi-font-style: normal;"><span lang="EN-US" style="color: #0033cc; mso-ansi-language: EN-US;"><span style="font-family: Calibri;">How quickly will it be corrected?</span></span></i></div>
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<i style="mso-bidi-font-style: normal;"><span lang="EN-US" style="color: #0033cc; mso-ansi-language: EN-US; mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">4)</span><span style="font: 7pt "Times New Roman";"> </span></span></span></i><i style="mso-bidi-font-style: normal;"><span lang="EN-US" style="color: #0033cc; mso-ansi-language: EN-US;"><span style="font-family: Calibri;">Who will now contact any claimants who have been wrongly advised by Atos and rearrange their appointments as necessary?</span></span></i></div>
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<i style="mso-bidi-font-style: normal;"><span lang="EN-US" style="color: #0033cc; mso-ansi-language: EN-US;"><span style="font-family: Calibri;">I would like a clear, point by point answer.”</span></span></i></div>
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<br /></div>
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<span style="mso-bidi-font-family: Arial;"><span style="font-family: Calibri;">The reply was as follows:</span></span></div>
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<i style="mso-bidi-font-style: normal;"><span style="color: #0033cc; mso-bidi-font-family: Arial;"><span style="font-family: Calibri;">“Thank you for your e-mail of 17 July. You ask for a point-by-point answer, but this may not be necessary in view of this reply, taken from the latest published guidance agreed between DWP and Atos. </span></span></i></div>
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<i style="mso-bidi-font-style: normal;"><span style="color: #0033cc; mso-bidi-font-family: Arial;"><span style="font-family: Calibri;">We requested Atos to attempt to accommodate requests for audio recordings made in advance of the assessment. We introduced a limited facility to audio record at a time when we anticipated only small numbers of requests. Since that time, the number of requests has increased significantly and this has put pressure on Atos' ability to provide sufficient capacity to meet all requests. We have agreed with Atos that they can inform claimants when a recording cannot be made, and in these circumstances, that the WCA process should continue. </span></span></i></div>
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<i style="mso-bidi-font-style: normal;"><span style="color: #0033cc; mso-bidi-font-family: Arial;"><span style="font-family: Calibri;">We are currently looking at ways to improve the availability of audio recording in the short term and Atos have indicated that it remains committed to assist us in the evaluation of the audio recording of Work Capability Assessments later in the year.”</span></span></i></div>
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<span style="font-family: Calibri;"><span style="color: black; mso-themecolor: text1;">My response has been</span><span style="color: #0033cc;">:</span></span></div>
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<i style="mso-bidi-font-style: normal;"><span style="color: #0033cc;"><span style="font-family: Calibri;">“Thank you for your prompt reply dated 17<sup>th</sup> July - you have certainly fuelled an already raging fire in what you have said. Perhaps you can point me to where I can find a copy of the publication you mention. </span></span></i></div>
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<i style="mso-bidi-font-style: normal;"><span style="color: #0033cc;"><span style="font-family: Calibri;">It is of course totally wrong that claimants should be made to suffer the consequences of the appalling way in which this project has been organised and the ineffective way it is being managed now. Atos only has 11 recording machines to service 141 MACs, so the logistical problems would be self-evident from the outset. Add to this the fact that anything up to 10 of them have been out of commission on occasions and you have effectively removed the facility altogether. </span></span></i></div>
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<i style="mso-bidi-font-style: normal;"><span style="color: #0033cc;"><span style="font-family: Calibri;">Remember, the trial took place early last year & Atos published its report in June 2011, although you chose not to release it for 12 months whilst it was “under consideration”. One of the obvious considerations, best in the form of a risk analysis (standard management best-practice) would have been “what if we have underestimated demand?” and you would have devised a contingency plan according. From what you have said, the “contingency” is to refuse the facility as and when you think it appropriate on a random basis. This of course allows Atos a free hand to refuse, whether equipment is available or not – we cannot check and you will not be policing. You cannot possibly offer the facility to some and not to others. You will no doubt then use this highly suppressed & distorted level of demand to support the underlying strategy, which I have to say is pretty transparent.</span></span></i></div>
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<i style="mso-bidi-font-style: normal;"><span style="color: #0033cc;"><span style="font-family: Calibri;">There has been an obvious plan in DWP to do all it can to falsely engineer down demand, so that at some stage the exercise can be deemed cost ineffective and abandoned. It rather looks like the plan has backfired and DWP has egg on its face again. Would you consider recording a session with your GP? Of course not, so why then with an Atos HCP? It is of course a simple matter of trust, confidence and integrity all of which have clearly fallen a long way short of what is acceptable.</span></span></i></div>
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<i style="mso-bidi-font-style: normal;"><span style="color: #0033cc;"><span style="font-family: Calibri;">I do not wish to question your authority, but as you have directly contradicted your FoI Act colleagues and the statement Chris Grayling made in the HoC (recorded in Hansard), how can you authenticate what you have said here? Certainly the MP who extracted the statement from the Minister in the HoC will be interested to know that he has been lied to. The Minister promised the facility to anyone who requests it.”</span></span></i></div>
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<span style="color: black; mso-themecolor: text1;"><span style="font-family: Calibri;">I will post the reply I receive next.</span></span></div>Tia Juniorhttp://www.blogger.com/profile/13991968296961226066noreply@blogger.com3tag:blogger.com,1999:blog-4584110836320240796.post-8055065001388326632012-07-17T04:54:00.004-07:002012-07-17T04:54:57.891-07:00GPs performing WCAs - why not?<div class="MsoNormal" style="margin: 0cm 0cm 10pt;">
<span style="font-family: Calibri;">As far as I can make out, whilst DWP criticises GPs for being too soft (or inappropriately focussed etc. as they would put it), it has not stated categorically that they cannot perform a WCA – they have just not provided them with the wherewithal to follow the “process”. I do not believe Atos has been granted absolute exclusivity.</span></div>
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<span style="font-family: Calibri;">Many GPs undertake occupational health assignments in the private sector without any additional training and the BMA actively promotes its members’ expertise in the area. <span style="mso-spacerun: yes;"> </span>There can therefore be no question that GPs are adequately qualified.</span></div>
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<span style="font-family: Calibri;">So, as long as he follows the DWP format and produces an ESA85, why can’t my GP perform my WCA in the somewhat more relaxing environment at his own surgery?<span style="mso-spacerun: yes;"> </span>One (minor) issue is that he does not have ready access to the LiMA computer system, but nor does an Atos HCP undertaking a home assessment, so there must be an easy answer to this problem if a system link is not possible.</span></div>
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<span style="font-family: Calibri;">I'll post the answer when I get it.</span></div>Tia Juniorhttp://www.blogger.com/profile/13991968296961226066noreply@blogger.com3tag:blogger.com,1999:blog-4584110836320240796.post-27125914849598221722012-07-17T04:13:00.003-07:002012-07-19T06:24:41.971-07:00WCA Audio Recording - Take note if you intend to use.<div class="MsoNormal" style="margin: 0cm 0cm 10pt;">
<span lang="EN-US" style="color: black; mso-ansi-language: EN-US;"><span style="font-family: Calibri;">There has been considerable prevarication by DWP and general controversy around the facility to audio record WCAs following the trial in 2011 . Whilst there are legitimate concerns over the whole way this project has been approached (despite being a recommendation from Professor Harrington), in terms of the availability of equipment and the impact this might have on WCA scheduling, DWP has been quite clear - if a claimant wishes a WCA to be recorded, Atos must comply. It has further stated in direct response to a FoI request:</span></span></div>
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<span style="font-family: Calibri;"><em><span lang="EN-US" style="color: black; mso-ansi-language: EN-US;">“……..</span><span lang="EN" style="color: black; mso-ansi-language: EN;">if a claimant is unable to attend their WCA because Atos Healthcare are (sic) unable to comply with the request, the postponement will not be attributed to the claimant.”</span></em></span></div>
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<span lang="EN" style="color: black; mso-ansi-language: EN;"><span style="font-family: Calibri;">However, the Atos website (</span></span><a href="http://blog.atoshealthcare.com/2012/07/audio-recording-of-the-wca/#respond"><span style="color: black;"><span style="font-family: Calibri;">http://blog.atoshealthcare.com/2012/07/audio-recording-of-the-wca/#respond</span></span></a><span style="font-family: Calibri;">) states:<span style="color: black;"></span></span></div>
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<span style="font-family: Calibri;"><em><span style="color: black;">“</span><span lang="EN-US" style="color: black; mso-ansi-language: EN-US;">We will make every effort to accommodate requests for this service and hope that we will be able to meet demand. However, under the terms of our contract with the Department, we cannot postpone an assessment on the basis of audio-recording.”</span></em></span></div>
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<span lang="EN-US" style="color: black; mso-ansi-language: EN-US;"><span style="font-family: Calibri;">The questions now sitting with DWP are: </span></span></div>
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<span lang="EN-US" style="color: black; mso-ansi-language: EN-US; mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">1)</span><span style="font-family: "Times New Roman";"> </span></span></span><span lang="EN-US" style="color: black; mso-ansi-language: EN-US;"><span style="font-family: Calibri;">Who is right and who is wrong?</span></span></div>
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<span lang="EN-US" style="color: black; mso-ansi-language: EN-US; mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">2)</span><span style="font-family: "Times New Roman";"> </span></span></span><span lang="EN-US" style="color: black; mso-ansi-language: EN-US;"><span style="font-family: Calibri;">Assuming it is Atos, who authorised this posting on their website?</span></span></div>
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<span lang="EN-US" style="color: black; mso-ansi-language: EN-US; mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">3)</span><span style="font-family: "Times New Roman";"> </span></span></span><span lang="EN-US" style="color: black; mso-ansi-language: EN-US;"><span style="font-family: Calibri;">How quickly will it be corrected?</span></span></div>
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<span lang="EN-US" style="color: black; mso-ansi-language: EN-US; mso-bidi-font-family: Calibri; mso-fareast-font-family: Calibri;"><span style="mso-list: Ignore;"><span style="font-family: Calibri;">4)</span><span style="font-family: "Times New Roman";"> </span></span></span><span lang="EN-US" style="color: black; mso-ansi-language: EN-US;"><span style="font-family: Calibri;">Who will now contact any claimants who have been wrongly advised by Atos and rearrange their appointments as necessary?</span></span></div>
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<span style="font-family: Calibri;">It again appears that right hand and left hand are unconnected. </span><br />
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<span style="font-family: Calibri;">Answer will be posted as soon as it arrives. If you want a recording, don't be put off - insist on it.</span><br />
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<span style="font-family: Calibri;">Throughout this saga, even pre-trial, it is pretty clear DWP has not wanted to provide this facility as it could undermine their intentions with the WCA. DWP has repeatedly emphasised how small the take-up was in the trial, but did nothing to ensure that demand levels were representative - in fact it can legitimately be accused of doing all it can to engineer the impression of low demand for the trial and since. It is then hoping it can discontinue the facility on this (false) basis.</span><br />
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<span style="font-family: Calibri;">Enough people through appeals have shown that the Atos output from a WCA is often not just a minor error of judgement, but a deliberate attempt to misrepresent the evidence, so the audio recording facility is vital - in fact, many would argue that all WCAs should be recorded routinely rather than only on request.</span><br />
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<span style="font-family: Calibri;">True to form, DWP is treating the symptoms and doing little to address the cause, so let's keep focused on why audio recording is seen as a necessity. By comparison, would you think about recording a session with your GP? I doubt it. It is simply a matter of trust, integrity and confidence. </span></div>Tia Juniorhttp://www.blogger.com/profile/13991968296961226066noreply@blogger.com0