What happens during the telephone and video consultations?

Telephone and video consultations are where we gather information over the telephone or via a video call to understand how your health condition or disability affects your daily life.

Who will you speak with?

You will speak with an experienced Health Professional. This will either be:

• A registered nurse (both general and mental health specialists)
• A physiotherapist
• An occupational therapist
• A paramedic

Our Health Professionals come from a variety of backgrounds, including NHS hospitals and private practice, so they have experience of working with all sorts of health conditions and disabilities. They’ll treat you with professionalism, dignity and respect throughout the consultation process.

Their role is simply to find out more about your individual needs. They won’t attempt to diagnose your symptoms or recommend treatment.

All of our Health Professionals are experienced practitioners and trained in health and disability assessment.

What will you be asked?

The telephone consultation gives you an opportunity to explain how your health condition or disability affects your ability to function on a daily basis.

It’s our job to make sure the DWP fully understand the difficulties you face. That means we might ask you some quite personal questions. For example, we might ask if you need help with washing or dressing.

Please bear in mind that the telephone consultation is just one part of the PIP claim process and that the Health Professional you speak with isn’t the person who makes the decision on your claim. This will be done by DWP.

Can you have someone with you?

We want you to feel as comfortable as possible during the consultation, so we encourage you to have a companion or appointee with you. They can help you explain the difficulties you face more clearly. If your companion or appointee cannot be with you in person, arrangements can be made to add them to the call. Please contact our Customer Services team for more information.

How long will it take?

The telephone consultation can take up to an hour to complete. However, if your condition is complicated, it may take a little longer. We treat everyone as an individual and give you as much time as you need so we fully understand your case.

When will you receive an appointment?

We aim to complete consultations as quickly as possible. However, waiting times may vary during the ongoing coronavirus pandemic. Don’t worry, we will arrange your appointment as soon as possible. There is no need to contact us to check the status of your application; we will be in touch as soon as an appointment is available.

Do you need extra help with communication?

If you have any special communication needs, contact our Customer Service Centre to find out how we can help. When telephoning please make sure there is a person with you who speaks English, to help pass on any information. We provide interpreters for a wide range of languages including British Sign Language (via a Video Relay Service).

Will IAS record your consultation?

IAS will not automatically record your telephone consultation. We may record, monitor and store your call for quality and training purposes.

If you want your telephone consultation recorded, you should request this by contacting our Customer Services team before your appointment. 

What will happen after your consultation?

The Health Professional will write an independent report which will be submitted to the DWP. This is based on the evidence you’ve already provided, as well as anything you discussed during your telephone consultation.

The DWP will look at your claim and its supporting evidence. This includes our assessment report and your questionnaire and further evidence. The DWP will send you a letter once they have made their decision.

You can request a copy of your report once the DWP writes to you with a decision. Please contact the DWP on 0800 121 4433 or textphone 0800 121 4493.  

What you will be asked to do

The consultation gives you an opportunity to explain how your health condition or disability affects your ability to function on a daily basis. You won’t have to undergo a full examination and we won’t attempt to diagnose your symptoms.

Our Health Professionals are here to help you. They’re not looking to catch you out and we know you’re only human. So don’t worry about getting every word right. Just explain to them as clearly as you can how your health condition affects your daily life.

You may be asked to perform a few simple movements related to your health condition or disability. This allows our Health Professional to include accurate details of your difficulties in the assessment report. If you feel unable to complete these movements without pain, let the Health Professional know and you won’t have to do them.

It’s our job to make sure the DWP fully understand the difficulties you face. That means we might ask you some quite personal questions. For example, we might ask if you need help with washing or dressing.

Please bear in mind that the consultation is just one part of the PIP claim process and that the Health Professional you see isn’t the person who makes the decision on your claim. This will be done by DWP.

How long it will take

Face-to-face consultations usually take around 60 minutes. However, if your condition is complicated, it may take a little longer. We treat everyone as an individual and give you as much time as you need so we fully understand your case.

If you are waiting beyond your appointment time, it may be that the person before you needed some extra time or that we are looking through your case and any evidence you’ve included before meeting you.

Further information

Watch this video to find out more about your face-to-face consultation. Also available in BSL.