Hello,
I thought it might be amusing to read , this, it would be so funny if it wasn't for the ability to screw up people's lives. Here's the reply re a WCA
"Dear Mrs XXXXX ,(name removed as not allowed to post possible identifiers)
Thank you for your e-mail of the 15th August 2017
I am sorry to learn of your concerns regarding the level of service you received from us in relation to your appointments at [Removed by moderator] Assessment Centre for a Work Capability Assessment in respect of your claim for Employment and Support Allowance (ESA).
You have said that on both occasions you were kept waiting for almost two hours. We aim to keep waiting times to a minimum and to see customers as closely as possible to the stated appointment time. However, it is not always possible to achieve this as the length of assessments can vary, with ESA assessments typically lasting between 20 minutes and 1 hour. The amount of time taken will depend upon the number and complexity of the customer's conditions and their personal circumstances. Unfortunately, if a number of assessments this can sometimes have an adverse impact on customer waiting times.
I trust our Receptionists informed you of the reason for this and apologised for the delay. However, on behalf of the centre for Health and Disability Assessments I also apologise most sincerely for any upset or inconvenience this caused. I have brought this to the attention of the Assessment Centre Manager.
I trust our Receptionists informed you of the reason for this and apologised for the delay. However, on behalf of the centre for Health and Disability Assessments I also apologise most sincerely for any upset or inconvenience this caused. I have brought this to the attention of the Assessment Centre Manager.
You have said that your appointment on 20th July 2017 commenced but did not proceed to a conclusion, as the Healthcare Professional decided that you needed to be seen by a doctor. Certain medical conditions need to be assessed by a doctor or physiotherapist rather than a nurse. This is often identified during the initial review and the file should be noted to state this. The system should also be noted as this will allow agents at our Appointments Helpdesk to arrange appointments with an appropriate Healthcare Professional.
However, sometimes additional information provided once the assessment has commenced means that a nurse would not be able to continue to conduct your interview and assessment and it would seem that this is what occured on this occasion. I hope that you were offered an apology at the time but I am als very sorry for any upset that this would undoubtably caused to you, particularly considering the extended waiting time you had experienced.
Your assessment was then conducted on the 14th August 2017 by a physiotherapist and you have queried the appropriateness of this.
Your assessment was then conducted on the 14th August 2017 by a physiotherapist and you have queried the appropriateness of this.
It may be helpful if I explain that the Work Capability Assessment is entirely different from the usual type of clinical examination that a GP or hospital doctor carries out. Clinical examinations are focused on making a diagnosis and deciding on the best form of traetment and management. The assessment that our Healthcare Professional carries out is directed towards determining functional ability in relation to the Department for work and Pensions (DWP) criteria and the scope of the assessment is designed to be relevant for that purpose.
Heathcare Professionals are not required by the DWP to hold specialist qualifications or have specific previous experience in mental health conditions. However, as part of their induction all Healthcare Professionals receive training in mental health issues, and are required to read evidence based protocols on mental health conditions. In addition, all Heathcare Professionals are required to engage in a programme of continuing medical education which includes modules on mental health conditions.
Some customers need to be seem by a Heathcare Professional with training to assess Complex Neurological condidtions (doctor or physiotherapist). As you had difficulty breathing when you were born it was necessary for you to be seen by such a Heathcare Professional.
The Heathcare Professional who assessed you is a Registered Physiotherapist and is a traind Disability Analyst. I trust that this reassures you that he is suitably quakified to undertake functional assessments on behalf of the Centre for Health and Disability Assessments.
(Purple is my words, oh dear if it wsn't funny enough I'll type the rest of it in as it's so funny about customer service bollocks)
Some customers need to be seem by a Heathcare Professional with training to assess Complex Neurological condidtions (doctor or physiotherapist). As you had difficulty breathing when you were born it was necessary for you to be seen by such a Heathcare Professional.
The Heathcare Professional who assessed you is a Registered Physiotherapist and is a traind Disability Analyst. I trust that this reassures you that he is suitably quakified to undertake functional assessments on behalf of the Centre for Health and Disability Assessments.
(Purple is my words, oh dear if it wsn't funny enough I'll type the rest of it in as it's so funny about customer service bollocks)
Feedback is extremely valuable to us as it helps us stay open and receptive to the view of those whose lives are affected by our service. I am therefore grateful for the details of your experience, which has given me the opportunity to investigate and make the Assessment Centre Manager aware of them.
In addition, we maintain a record of all complaints and your complaint has, therefore. been entered onto this record. This means that, if this complaint is repeated, we will be in a position to look for any patterns, and any issues regardinig waiting times at this Assessment Centre can be more readily addressed.
We strive to provide all customers with a professional and courteous service. I am sorry for any upset and inconvenience caused on this occasion and hope that any future dealings you may have with our servic will not give further cause for concern.
In addition, we maintain a record of all complaints and your complaint has, therefore. been entered onto this record. This means that, if this complaint is repeated, we will be in a position to look for any patterns, and any issues regardinig waiting times at this Assessment Centre can be more readily addressed.
We strive to provide all customers with a professional and courteous service. I am sorry for any upset and inconvenience caused on this occasion and hope that any future dealings you may have with our servic will not give further cause for concern.
Please find enclosed a copy of our Customer Service booklet for your information.
Should you have any further queries, please do not hesitate to contact me.
Should you have any further queries, please do not hesitate to contact me.
Yours sincerely
[Removed by moderator]
Customer Relations Manager."
If my notes had been read properly in the first place I wouldn't had to trek there for two assessments. I did have panic attacks whilst waiting on both occasions.
This post has been edited by Nellie-Mod because it did not follow rule 3 of the community rules:
"To protect the Community from libel issues, please do not use the forum to identify other individuals, whether in passing or when making complaints. Please use alternative websites or resources if you wish to make a complaint about an individual or third party service."
