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Atos Healthcare™ is a trading name of Atos Origin IT Services UK Limited. Atos Healthcare™ – a trademark of the Atos Origin Group.© Atos Origin IT Services UK Limited. Private for the client. This report or any part of it, may not be copied, circulated, quoted without prior written approval from Atos Healthcare or the client.
Personal Independence Payment Update
Phil Seth – Atos Healthcare
2
Listening and
Improving
Supporting Customers
DWPRegister
Claim
DWPAward
DecisionEvaluation Assessment Report
Paper-based review
Consultation
Reviewing, listening, improving, supporting customers
Delivering PIP assessments on behalf of DWP
Early Service
Feedback
How We Deliver Our Service
3
How We Deliver Our Service
Fully qualified health professionals
Specific training in PIP benefit criteria
Direct work experience in the community
Supported by Mental Function Champions
100% audit until approved
Frequent audit post approval and regular training updates
Our People The Consultation
Contract covers ca 70% of the UK
Blend of internal staff & supplier partners
Face to face consultation only where needed – increasing numbers of PBR
Home consultations where appropriate
Consultation centres in local communities
Appropriate consultation environment, transparent, carers/family welcome
4
Early Service Feedback
~ 900 heath professionals trained to carry out assessments
Customer satisfaction very good
Feedback on the consultation environment is generally positive
New consultation centres on line given improving knowledge of local needs
Special Rules cases being cleared within 48 hours
What’s working well Where Improvements are needed
Consultations taking longer than originally anticipated
More people were to be seen face to than originally anticipated
Currently huge delays across whole process
We are recruiting /engaging more practitioners to increase capacity
5
Supporting Customers
Informative customer website
Regular blog with news and information
You Tube channel with accessible videos and graphics
More work being done on communicating latest position on waiting times
Joint presentations with DWP Partnership Managers to local areas
Communicating Listening and Improving
Engagement with Disability Representative Groups
Access to training, joint working on Condition Insight Reports, feedback on letter, advice on customer info etc.
Regular view of Customer Feedback with action planning
Constituency Support/Feedback Line