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<p>We have seen a decrease in PIP clearance times for new claimants since August 2021
with the latest statistics showing that the average end-to-end journey has reduced
from 26 weeks in August 2021 to 15 weeks at the end of July. This means that we’re
clearing claims faster than we were prior to the pandemic.</p><p> </p><p>This is because
we:</p><ul><li>Are using a blend of phone, video and face-to-face assessments to support
customers and deliver a more efficient and user-centred service.</li><li>Have increased
case manager and Assessment Provider health professional resource; and</li><li>Are
prioritising new claims, whilst safeguarding claimants awaiting award reviews, who
have returned their information as required, to ensure their payments continue until
their review can be completed.</li></ul><p> </p><p>In addition, the Health Transformation
Programme (HTP) is creating a more efficient service and a vastly improved claimant
experience, reducing journey times and improving trust in our services and decisions.
This transformation includes introducing the option to claim for PIP online.</p><p>
</p><p>Our actions to ensure new claimants receive their decision as quickly as possible,
when we are receiving unprecedented volumes of new claims, has had an impact on our
capacity to process award reviews. To handle any delays, we have introduced processes
which allow a certain proportion of award reviews with sufficient and robust evidence
to be conducted by Case Managers without referral to an Assessment Provider. In addition,
where a claimant reports a change in their needs, whether at any point during their
award or at award review, we are prioritising these.</p>
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