New guidance and training has been introduced for our Healthcare Professionals to help them explore in detail how customer’s conditions can sometimes vary.
We value the feedback we receive from our customer surveys as they provide useful insight into how well we are delivering our service. Our most recent results show high levels of customer satisfaction, with ratings for September to November 2016 at 93.4%.
Our Healthcare Professionals (HCP) always take the time to read each customer’s file ahead of undertaking an assessment. This involves reading the customer’s Capability for Work questionnaire (ESA50) and reviewing any medical evidence that may have been provided.
We are always striving to improve our customer’s experience when they come to us for an assessment.
To support this, Centre for Health and Disability Assessments (CHDA) has launched a network of Customer Champions around the country focused on making sure customers get the best service possible.
