{"id":203,"date":"2021-09-21T15:08:11","date_gmt":"2021-09-21T14:08:11","guid":{"rendered":"http:\/\/chdauk.co.uk\/?page_id=203"},"modified":"2024-03-19T12:07:21","modified_gmt":"2024-03-19T12:07:21","slug":"frequently-asked-questions","status":"publish","type":"page","link":"https:\/\/chdauk.co.uk\/your-assessment\/frequently-asked-questions\/","title":{"rendered":"Frequently Asked Questions"},"content":{"rendered":"<div class=\"region region-content\">\n<div id=\"block-system-main\" class=\"block block-system\">\n<div class=\"content\">\n<div id=\"node-4\" class=\"node node-page clearfix\">\n<div class=\"content\">\n<div class=\"field-body\">\n<p>We\u2019re here to help you understand the assessment process. This is a good place to start if you are looking for answers to your questions. You may also contact our Customer Enquiries\u00a0line\u00a0on\u00a00800 288 8777.\u00a0Lines are open\u00a0Monday to Friday from 8am to 8pm, and Saturdays 9am to 5pm. You can also email our Customer Relations team on <a title=\"Email for customer relations enquiries\" href=\"mailto:customer-relations@chda.dwp.gov.uk\" data-extlink=\"\">customer-relations@chda.dwp.gov.uk<span class=\"mailto\"><span class=\"element-invisible\">(link sends e-mail)<\/span><\/span><\/a><\/p>\n<p>If required, a Customer Relations Manager will be happy to call you back Monday to Friday between 9am and 5pm.<\/p>\n<p>&nbsp;<\/p>\n<\/div>\n<div class=\"faq-tabs-wrapper\">\n<div class=\"item-list\">\n<ul>\n<li class=\"first\"><a class=\"active\" href=\"\/frequently-asked-questions\" data-category=\"view-all\">View All<\/a><\/li>\n<li><a href=\"\/frequently-asked-questions\" data-category=\"before-your-assessment\">Before your assessment<\/a><\/li>\n<li><a href=\"\/frequently-asked-questions\" data-category=\"during-your-assessment\">During your assessment<\/a><\/li>\n<li><a href=\"\/frequently-asked-questions\" data-category=\"after-your-assessment\">After your assessment<\/a><\/li>\n<li><a href=\"\/frequently-asked-questions\" data-category=\"about-the-service\">About the service<\/a><\/li>\n<li><a href=\"\/frequently-asked-questions\" data-category=\"forms-and-letters\">Forms and letters<\/a><\/li>\n<li class=\"last\"><a href=\"\/frequently-asked-questions\" data-category=\"complaints\">Complaints<\/a><\/li>\n<\/ul>\n<\/div>\n<\/div>\n<div id=\"faqs\">\n<div class=\"faq-result show closed\" tabindex=\"0\" data-category=\"after-your-assessment\">\n<div class=\"question\">What if I am unhappy about the benefit decision from the Department for Work and Pensions (DWP)?<\/div>\n<div class=\"answer\">\n<p>If you are unhappy about the decision made by DWP, you may ask them to reconsider their decision. If you want to do this, please contact the office listed on your decision letter.<\/p>\n<\/div>\n<\/div>\n<div class=\"faq-result show closed\" tabindex=\"0\" data-category=\"complaints\">\n<div class=\"question\">What will happen to my complaint about your service?<\/div>\n<div class=\"answer\">\n<p>Our aim is to deal with your complaint fairly, consistently and in a timely manner. We will acknowledge your complaint within 2 working days.<\/p>\n<p>We aim to respond to your complaint within 20 working days. Sometimes our investigation may take longer because we may need to:<\/p>\n<p>&#8211; Obtain a copy of the report or questionnaire from the office dealing with your claim<br \/>\n&#8211; Obtain information from the Healthcare Professional or other employees involved<\/p>\n<p>If we find any inaccuracies on your report, we will notify the office dealing with your claim. It is for the Department for Work and Pensions (DWP) to decide whether our findings change their decision about your benefit entitlement.<\/p>\n<p>The Health Assessment Advisory Service cannot change the decision of DWP on your benefit or request a new assessment.<\/p>\n<\/div>\n<\/div>\n<div class=\"faq-result show closed\" tabindex=\"0\" data-category=\"complaints\">\n<div class=\"question\">What if I am not satisfied with your response to my complaint?<\/div>\n<div class=\"answer\">\n<p>Please contact the Health Assessment Advisory Service <a href=\"\/contact-us\">Customer Relations team<\/a>, explaining which parts of your complaint have not been addressed to your satisfaction. A senior manager will personally review the investigation into your complaint and undertake a further investigation, if appropriate.<\/p>\n<\/div>\n<\/div>\n<div class=\"faq-result show closed\" tabindex=\"0\" data-category=\"complaints\">\n<div class=\"question\">Can I take my complaint further?<\/div>\n<div class=\"answer\">\n<p>The Health Assessment Advisory Service provides assessments on behalf of the Department for Work and Pensions (DWP). If you continue to be dissatisfied with the complaint process, you can contact the DWP Independent Case Examiner at:<\/p>\n<p>Independent Case Examiner<br \/>\nPO Box 209, Bootle, L20 7WA<br \/>\nEmail: <a href=\"mailto:ice@dwp.gov.uk\" data-extlink=\"\">ice@dwp.gov.uk<span class=\"mailto\"><span class=\"element-invisible\">(link sends e-mail)<\/span><\/span><\/a><br \/>\nTelephone: 0800 169 0310<\/p>\n<p><a href=\"https:\/\/www.gov.uk\/government\/publications\/how-to-take-a-complaint-to-the-independent-case-examiner\" target=\"_blank\" rel=\"noopener noreferrer\" data-extlink=\"\">Learn more<span class=\"ext\"><span class=\"element-invisible\">(link is external)<\/span><\/span><\/a> about the Independent Case Examiner.<\/p>\n<\/div>\n<\/div>\n<div class=\"faq-result show closed\" tabindex=\"0\" data-category=\"during-your-assessment\">\n<div class=\"question\">How long will I have to wait for my face-to-face assessment?<\/div>\n<div class=\"answer\">\n<p>You may have a short wait when you arrive at the Assessment Centre. Please let the Customer Service Representative know you have arrived then take a seat in the waiting room. Please do not arrive more than 10 minutes early to help us make sure there is enough space for everyone.<\/p>\n<p>There are some instances, such as unusual delays or staff illness, when appointments have to be cancelled.\u00a0If we have to cancel, we would always try to inform you before you travel to your appointment.<\/p>\n<p>On rare occasions, an appointment is cancelled and we may not be able to notify you before you arrive at the Assessment Centre. If we cancel your appointment when you are at the Assessment Centre, we will reimburse your travel expenses. We will rearrange the appointment as soon as possible.<\/p>\n<\/div>\n<\/div>\n<div class=\"faq-result show closed\" tabindex=\"0\" data-category=\"after-your-assessment\">\n<div class=\"question\">Can I see a copy of my Assessment Report?<\/div>\n<div class=\"answer\">\n<p>You can see the report completed by the Healthcare Professional after it has been sent to the Department for Work and Pensions (DWP). If you want a copy, you can\u00a0call the DWP office that is\u00a0looking after\u00a0your claim.\u00a0The telephone number for the DWP office can be found on the letters you have received from them about your benefit claim.<\/p>\n<p>For Jobcentre Plus benefits, to get the correct number, please call 0800 169 0310. If you have speech or hearing difficulties, you can call Jobcentre Plus by text phone on 0800 169 0314.<\/p>\n<p>For Disability and Carers\u2019 benefits, to get the correct number, please\u00a0call 0800 169 0310.\u00a0If you have speech or hearing difficulties, you can call by text phone on 0800 169 0314.<\/p>\n<\/div>\n<\/div>\n<div class=\"faq-result show closed\" tabindex=\"0\" data-category=\"before-your-assessment\">\n<div class=\"question\">How do I request an audio recorded assessment?<\/div>\n<div class=\"answer\">\n<p>We will accommodate requests for an audio recorded assessments where possible and provide the equipment to do this. However, you must make a request for an audio recording\u00a0before\u00a0the assessment takes place.<\/p>\n<p>If you would like your assessment to be audio recorded, please call our Enquiries line on 0800 288 8777. Our lines are open Monday to Friday 8am to 8pm, and Saturdays from 9am to 5pm. Please make your request\u00a0as early as possible\u00a0so it is part of the appointment booking process.<\/p>\n<p>You can find more information, including an explanation of the DWP policy about the audio recording of Work Capability Assessments, on the Government\u2019s\u00a0<a href=\"https:\/\/www.gov.uk\/government\/publications\/work-capability-assessment-audio-recording-of-face-to-face-assessments-faqs\" target=\"_blank\" rel=\"noopener noreferrer\" data-extlink=\"\">website<span class=\"ext\"><span class=\"element-invisible\">(link is external)<\/span><\/span><\/a>.<\/p>\n<\/div>\n<\/div>\n<div class=\"faq-result show closed\" tabindex=\"0\" data-category=\"before-your-assessment\">\n<div class=\"question\">Can I have the assessment carried out in my home?<\/div>\n<div class=\"answer\">\n<p>If you think you cannot travel because of your medical condition, please contact us as soon as possible.\u00a0Our Healthcare Professionals will then consider all available information. It is likely we will ask you for supporting information, including confirmation from a medical professional who is treating you.<\/p>\n<p>We may be able to offer a pre-paid taxi to the Assessment Centre or provide a telephone assessment as an alternative.<\/p>\n<\/div>\n<\/div>\n<div class=\"faq-result show closed\" tabindex=\"0\" data-category=\"after-your-assessment\">\n<div class=\"question\">Does the Health Assessment Advisory Service decide on my benefits claim?<\/div>\n<div class=\"answer\">\n<p>No. The Department for Work and Pensions (DWP) makes the decision on your benefits claim. <a href=\"\/about-us\/in-partnership-with-dwp\/\">Read more about our partnership with DWP<\/a>.<\/p>\n<\/div>\n<\/div>\n<div class=\"faq-result show closed\" tabindex=\"0\" data-category=\"forms-and-letters\">\n<div class=\"question\">How much time do I have to complete the questionnaire?<\/div>\n<div class=\"answer\">\n<p>You will usually have up to four weeks to complete and return the <a href=\"\/esa50-uc50-questionnaire\">questionnaire<\/a>. We send a reminder after three weeks. The due date will be on the letter that comes with the questionnaire. If possible, please allow three days for the questionnaire to reach us from the date of posting.<\/p>\n<p>If we do not receive the questionnaire, the Department for Work and Pensions (DWP) determines the next action. DWP may contact you to find out why the questionnaire wasn\u2019t returned. If you have a mental health condition, DWP may ask us to continue the Work Capability Assessment process without the questionnaire.<\/p>\n<\/div>\n<\/div>\n<div class=\"faq-result show closed\" tabindex=\"0\" data-category=\"forms-and-letters\">\n<div class=\"question\">What documents are sent in the questionnaire pack?<\/div>\n<div class=\"answer\">\n<p>The questionnaire pack is the first thing most people will receive when the Department for Work and Pensions (DWP) starts the Assessment process.\u00a0It is sent out after you have made a new Employment and Support Allowance (ESA) claim or Universal Credit due to a health condition or disability. It is also sent\u00a0if you are receiving Incapacity Benefit now and you are due to be reassessed for ESA.<\/p>\n<p>The pack will have three things:<\/p>\n<p>&#8211; The limited capability for work questionnaire (ESA50\/UC50)<br \/>\n&#8211; A covering letter (ESA51\/UC51) that explains what to do and the date by which the questionnaire needs to be returned<br \/>\n&#8211; A prepaid envelope to return the questionnaire<\/p>\n<p>If you have any other medical information relevant to your claim, please send it with the questionnaire in the envelope provided.<\/p>\n<\/div>\n<\/div>\n<div class=\"faq-result show closed\" tabindex=\"0\" data-category=\"forms-and-letters\">\n<div class=\"question\">What questionnaire will I have to fill in for my Work Capability Assessment?<\/div>\n<div class=\"answer\">\n<p>The Department for Work and Pensions (DWP) will send you the <a href=\"\/esa50-uc50-questionnaire\">ESA50\/UC50 questionnaire<\/a> when they have asked us to do a Work Capability Assessment. This will be in connection with your Employment and Support Allowance (ESA) or Universal Credit due to a health condition or disability. DWP will reassess your claim at intervals. A questionnaire is sent each time. You may receive more than one questionnaire during your ESA\/UC claim period.<\/p>\n<p>You need to fill in each questionnaire sent to you. Include as much detail as possible. Explain how your disability or illness affects your everyday life, and how it affects you regarding gaining and keeping employment.<\/p>\n<p>Post the completed questionnaire in the pre-paid envelope provided. Include any other medical information you want us to consider. Please allow three days for us to receive.<\/p>\n<p>Our Healthcare Professional will review your questionnaire. They will review any other information you sent or which has been obtained on your behalf. The Healthcare Professional will decide whether you need to attend an assessment in person.<\/p>\n<\/div>\n<\/div>\n<div class=\"faq-result show closed\" tabindex=\"0\" data-category=\"before-your-assessment\">\n<div class=\"question\">What happens if I cannot attend my assessment appointment?<\/div>\n<div class=\"answer\">\n<p>For Employment and Support Allowance (ESA), the Department for Work and Pensions (DWP) allows you to rearrange the appointment once. If you need to rearrange your ESA appointment, please call our Enquiries line\u00a0before\u00a0the day of your appointment on 0800 288 8777. Our lines are open Monday to Friday from 8am to 8pm, and Saturdays from 9am to 5pm<\/p>\n<p>If you do not attend your face-to-face or telephone appointment, you will be sent a form (BF223). It will ask why you did not attend. You will need to complete it and send it in the pre-paid addressed envelope DWP provided. If they accept \u2018good cause\u2019 for not attending the appointment, they may refer your case back to us. We will arrange a new face-to-face or telephone appointment.<\/p>\n<p>For all other allowances and benefits we aim to complete your assessment as soon as possible. This is so DWP can decide your claim.\u00a0If you cannot attend your appointment, please call us as soon as possible using the number on your appointment letter.<\/p>\n<\/div>\n<\/div>\n<div class=\"faq-result show closed\" tabindex=\"0\" data-category=\"before-your-assessment\">\n<div class=\"question\">Do you provide interpreters?<\/div>\n<div class=\"answer\">\n<p>We will provide a sign language interpreter for a face-to-face assessment when required.\u00a0For Employment and Support Allowance (ESA) assessments, please\u00a0contact our Customer Relations team by email:\u00a0<a href=\"mailto:customer-relations@chda.dwp.gov.uk\" data-extlink=\"\">customer-relations@chda.dwp.gov.uk<span class=\"mailto\"><span class=\"element-invisible\">(link sends e-mail)<\/span><\/span><\/a>\u00a0or textphone: 18001 0800 2888 777. Please give at least\u00a0<strong>two days notice<\/strong>.<\/p>\n<p>We will provide a language interpreter for a face-to-face assessment when required. For ESA assessments, please call our Enquiries line at least\u00a0<strong>two days before\u00a0<\/strong>your assessment on 0800 288 8777. For other assessments, please call the number on your appointment letter.<\/p>\n<p>If you prefer, you can bring a member of your household or support bubble\/extended household to interpret for you. The person must be at least 16 years old. Alternatively, contact us if you wish to bring someone who is not part of your household or support bubble\/extended household so that we can ensure there is enough space to socially distance.<\/p>\n<\/div>\n<\/div>\n<div class=\"faq-result show closed\" tabindex=\"0\" data-category=\"during-your-assessment\">\n<div class=\"question\">How long will my face-to-face assessment appointment take?<\/div>\n<div class=\"answer\">\n<p>There is no set time for an assessment. How long it takes depends upon your individual case. It also depends upon the type of assessment and your medical conditions.\u00a0Time with the Healthcare Professional is usually between 20 minutes and one hour. Allow up to two hours, although many assessments take much less time.<\/p>\n<p>The Healthcare Professional will spend time before you arrive reviewing your questionnaire and any other available information.\u00a0They will spend time after your assessment finishes completing the remainder of the medical report. Then it is sent to the Department for Work and Pensions office handling your claim.<\/p>\n<\/div>\n<\/div>\n<div class=\"faq-result show closed\" tabindex=\"0\" data-category=\"during-your-assessment\">\n<div class=\"question\">Can I take notes during my assessment appointment?<\/div>\n<div class=\"answer\">\n<p>You or your representative can take notes during an assessment.\u00a0The notes will only be for your private use. We will not send them to the Department for Work and Pensions with the medical report. The Healthcare Professional will record within the medical report that notes were taken. They will also explain that the notes are not an official record of the assessment.<\/p>\n<\/div>\n<\/div>\n<div class=\"faq-result show closed\" tabindex=\"0\" data-category=\"during-your-assessment\">\n<div class=\"question\">Can I bring a companion to my assessment?<\/div>\n<div class=\"answer\">\n<p>If you need to have someone with you to support you, you can bring one adult from your household.<\/p>\n<p>If you need to bring someone who is not from your household, or you also need support from an interpreter or support worker please contact us.<\/p>\n<p>Please do not bring children with you to your assessment. If you have children and cannot make childcare arrangements, please contact us straight away using the contact details in your appointment letter so they can discuss the best way to carry out your assessment.<\/p>\n<p>If you have a telephone assessment you can have someone with you at your telephone assessment to offer help and support. This would usually be the person who knows you best and understands you and your needs. For example, this may be\u00a0a relative, support worker or friend but they must be 16 years old or over. They may be able to speak on your behalf and can offer useful support. However, the assessment will focus on you and the answers you give.<\/p>\n<p>We can add your support worker or friend to the telephone call if needed. We will ask you for their number and they will need to be ready to answer the phone at the time of your appointment.<\/p>\n<\/div>\n<\/div>\n<div class=\"faq-result show closed\" tabindex=\"0\" data-category=\"before-your-assessment\">\n<div class=\"question\">What should I bring to my face-to-face assessment?<\/div>\n<div class=\"answer\">\n<p>Please bring:<\/p>\n<p>&#8211; Your appointment letter.<br \/>\n&#8211; Proof of identity. This can be your passport or three other different types of identification such as a birth certificate, driving licence\u00a0and a utility bill.<br \/>\n&#8211; Any hospital appointment or admission letters.<br \/>\n&#8211; Tablets or other current medication, such as inhalers.<br \/>\n&#8211; Any medical aids, such as walking aids, hearing aids, glasses and contact lenses.<br \/>\n&#8211; Any letters from your General Practitioner (GP) or Specialist detailing your medical condition that you have not already sent in with your questionnaire.<br \/>\n&#8211; Your bank or building society details if you are claiming travel expenses.<br \/>\n&#8211; A face covering.<\/p>\n<p>Give all documents including medical evidence and proof of identity on arrival at reception. Do not wait to give documents to the Healthcare Professional.<\/p>\n<p>&nbsp;<\/p>\n<\/div>\n<\/div>\n<div class=\"faq-result show closed\" tabindex=\"0\" data-category=\"before-your-assessment\">\n<div class=\"question\">Will I need a face-to-face Work Capability Assessment?<\/div>\n<div class=\"answer\">\n<p>On receipt of a completed questionnaire, a Healthcare Professional will review all available information.<\/p>\n<p>We can only provide advice to DWP that an assessment is not needed if the evidence is sufficient to meet DWP requirements.<\/p>\n<p>The Healthcare Professional can contact your General Practitioner (GP) if they require further evidence in order to decide whether an assessment is necessary.<\/p>\n<p>If you are not required to attend a face-to-face, video or telephone assessment, DWP will write to explain what will happen with your claim.\u00a0The Health Assessment Advisory Service will not write to you if you are not required to attend an assessment.<\/p>\n<p>We may then ask you to attend an assessment by telephone, video or face-to-face.<\/p>\n<\/div>\n<\/div>\n<div class=\"faq-result show closed\" tabindex=\"0\" data-category=\"about-the-service\">\n<div class=\"question\">What qualifications and experience do Healthcare Professionals have?<\/div>\n<div class=\"answer\">\n<p>Our Healthcare Professionals must be registered with their appropriate professional governing body:<\/p>\n<ul>\n<li>For doctors this is the General Medical Council (GMC). They must be on the List of Registered Medical Practitioners and have a current licence to practise, but not necessarily on the GP or Specialist Registers<\/li>\n<li>For nurses this is the Nursing and Midwifery Council (NMC)<\/li>\n<li>For physiotherapists and occupational therapists this is the Health &amp; Care Professions Council (HCPC).<\/li>\n<\/ul>\n<p>All our Healthcare Professionals must have post-registration clinical experience and must successfully complete a rigorous, comprehensive training process to provide assessments in accordance with current legislation before they can be approved by the Department for Work and Pensions to work in this area.<\/p>\n<p>Our Healthcare Professionals are specialists in disability analysis, focusing on the effects of a condition, not on the condition itself.<\/p>\n<\/div>\n<\/div>\n<div class=\"faq-result show closed\" tabindex=\"0\" data-category=\"about-the-service\">\n<div class=\"question\">Are Healthcare Professionals incentivised to get customers off benefits?<\/div>\n<div class=\"answer\">\n<p>No. Our Healthcare Professionals are paid for completing assessments to a high standard, not on the outcomes of these assessments.<\/p>\n<\/div>\n<\/div>\n<div class=\"faq-result show closed\" tabindex=\"0\" data-category=\"before-your-assessment\">\n<div class=\"question\">Can I cancel my appointment if I don\u2019t feel well on the day?<\/div>\n<div class=\"answer\">\n<p>Yes, but please give us as much notice as you can if you need to cancel. We will make an alternative appointment for you. Please note that we can only re-book your appointment once.<\/p>\n<\/div>\n<\/div>\n<div class=\"faq-result show closed\" tabindex=\"0\" data-category=\"before-your-assessment\">\n<div class=\"question\">Will I be able to claim my travel expenses?<\/div>\n<div class=\"answer\">\n<p>The Health Assessment Advisory Service pays expenses for travel by public transport. We can pay towards fuel costs for private cars. We also fund the cost of parking when it is not available at the Assessment Centre.<\/p>\n<p>We\u00a0may also pay\u00a0for fares of a companion, relative, carer, or young children who would otherwise be left unattended. If you wish to claim for an authorised companion to travel with you, you must contact our Enquiries line\u00a0<strong>before\u00a0<\/strong>your assessment on 0800 288 8777.<\/p>\n<p>You should use the bus, train or private car. Buy return tickets where possible and keep all tickets and receipts. We will be able to pay you more quickly if you bring details of your bank or building society account.<\/p>\n<p>In order to be paid for any expenses, you will need to fill out and submit an expense form. You may ask the receptionist at the Assessment Centre for help filling out the form. Please keep all of your receipts. You should receive payment for your expenses approximately two weeks after you submit the form.<\/p>\n<\/div>\n<\/div>\n<div class=\"faq-result show closed\" tabindex=\"0\" data-category=\"before-your-assessment\">\n<div class=\"question\">I use a wheelchair. Is the Assessment Centre accessible?<\/div>\n<div class=\"answer\">\n<p>Please let us know <strong>as soon as possible<\/strong> if you use a wheelchair or have other significant mobility issues by calling our Enquiries line on 0800 288 8777.\u00a0We want to make sure that we can send you to an Assessment Centre that you can access. If this is not possible, we may be able to conduct your assessment by telephone.<\/p>\n<\/div>\n<\/div>\n<div class=\"faq-result show closed\" tabindex=\"0\" data-category=\"before-your-assessment\">\n<div class=\"question\">Can I bring my assistance dog to the Assessment Centre with me?<\/div>\n<div class=\"answer\">\n<p>Yes, you may bring assistance dogs or other service animals with you.<\/p>\n<\/div>\n<\/div>\n<div class=\"faq-result show closed\" tabindex=\"0\" data-category=\"before-your-assessment\">\n<div class=\"question\">My GP hasn\u2019t provided me with any evidence to share with you. What should I do?<\/div>\n<div class=\"answer\">\n<p>The most important thing is that you return the form to us by the date on the letter we sent you. Complete the form as fully as you can, giving as much information as possible.<\/p>\n<p>You can send us medical evidence separately. You may provide evidence from another consultant or specialist doctor, psychiatrist, specialist nurse such as a Community Psychiatric Nurse, physiotherapist, occupational therapist, social worker, support worker, personal assistant or carer.<\/p>\n<p>Sometimes we may request evidence from the Healthcare Professional who knows you best to help us with the assessment.<\/p>\n<\/div>\n<\/div>\n<div class=\"faq-result show closed\" tabindex=\"0\" data-category=\"before-your-assessment\">\n<div class=\"question\">I prefer dealing with people by email, can you do this?<\/div>\n<div class=\"answer\">\n<p>We will send you an appointment letter for your assessment. If you also require details of your assessment by email please contact us on\u00a00800 288 8777 or by email on <a href=\"mailto:customer-relations@chda.dwp.gov.uk\" data-extlink=\"\">customer-relations@chda.dwp.gov.uk<\/a>. <\/p>\n<\/div>\n<\/div>\n<div class=\"faq-result show closed\" tabindex=\"0\" data-category=\"before-your-assessment\">\n<div class=\"question\">I can\u2019t get to the Assessment Centre, what can I do?<\/div>\n<div class=\"answer\">\n<p>Please let us know <strong>as soon as possible<\/strong> by calling our Enquiries line\u00a0on 0800 288 8777. We may be able to arrange transport for you or conduct a telephone assessment.<\/p>\n<\/div>\n<\/div>\n<div class=\"faq-result show closed\" tabindex=\"0\" data-category=\"before-your-assessment\">\n<div class=\"question\">My GP doesn\u2019t know very much about me. Can another Healthcare Professional provide evidence of how my condition affects me?<\/div>\n<div class=\"answer\">\n<p>Yes, you may provide evidence from another Healthcare Professional. This might be a consultant or specialist doctor, psychiatrist, specialist nurse such as a Community Psychiatric Nurse, physiotherapist, occupational therapist, social worker, support worker, personal assistant or carer.<\/p>\n<\/div>\n<\/div>\n<div class=\"faq-result show closed\" tabindex=\"0\" data-category=\"before-your-assessment\">\n<div class=\"question\">I\u2019m worried that you will telephone me. I have hearing problems and don\u2019t use the phone. What should I do?<\/div>\n<div class=\"answer\">\n<p>We will send you an appointment letter for your assessment. If you also require details of your assessment by email contact us on <a href=\"mailto:customer-relations@chda.dwp.gov.uk\" data-extlink=\"\">customer-relations@chda.dwp.gov.uk<span class=\"mailto\"><span class=\"element-invisible\">(link sends e-mail)<\/span><\/span><\/a>. You can also ask someone else to call us on 0800 288 8777\u00a0and let us know if you prefer to communicate on email.<\/p>\n<\/div>\n<\/div>\n<div class=\"faq-result show closed\" tabindex=\"0\" data-category=\"before-your-assessment\">\n<div class=\"question\">I want my assessment done by a Healthcare Professional of the same gender. Can I ask for this?<\/div>\n<div class=\"answer\">\n<p>Yes. For more information please call our Enquiries line on 0800 288 8777. Our lines are open Monday to Friday from 8am to 8pm, and Saturdays from 9am to 5pm.<\/p>\n<\/div>\n<\/div>\n<div class=\"faq-result show closed\" tabindex=\"0\" data-category=\"during-your-assessment\">\n<div class=\"question\">Will I have to do movements that cause me pain?<\/div>\n<div class=\"answer\">\n<p>The Healthcare Professional will not ask you to make any movements that cause you discomfort. <strong>If you are worried that certain movements may cause you pain, please tell the Healthcare Professional.\u00a0<\/strong><\/p>\n<\/div>\n<\/div>\n<div class=\"faq-result show closed\" tabindex=\"0\" data-category=\"during-your-assessment\">\n<div class=\"question\">Will the person assessing me be a doctor? Will they understand my condition?<\/div>\n<div class=\"answer\">\n<p>Our Healthcare Professionals include doctors, nurses and physiotherapists. All will have training in how to carry out your assessment fairly and compassionately. All are specially trained to complete your assessment with dignity and respect. They will not carry out a medical consultation in the way that your GP does. They will assess your functional ability to work.<\/p>\n<\/div>\n<\/div>\n<div class=\"faq-result show closed\" tabindex=\"0\" data-category=\"during-your-assessment\">\n<div class=\"question\">Will I have enough time to explain about how my condition affects me?<\/div>\n<div class=\"answer\">\n<p>Yes. The Healthcare Professional will ask you questions about how your condition affects you day to day. They will give you the time you need to respond or to mention other ways your illness, disability or health condition affects you.<\/p>\n<\/div>\n<\/div>\n<div class=\"faq-result show closed\" tabindex=\"0\" data-category=\"forms-and-letters\">\n<div class=\"question\">I\u2019m finding all of this very difficult and it\u2019s hard to cope. Can someone else fill the form in for me?<\/div>\n<div class=\"answer\">\n<p>If you need help filling in the ESA50\/UC50 form, you can ask a friend, relative, carer or representative such as a support worker to help you.<\/p>\n<p>Alternatively, you can now speak to a dedicated advisor\u00a0on our ESA50\/UC50 helpline by calling\u00a00800 288 8777. Select option 1 for the English language service, then option 2 for our advisory team. For the Welsh language service, please call our Customer Enquiry line and press option 2.<\/p>\n<\/div>\n<\/div>\n<div class=\"faq-result show closed\" tabindex=\"0\" data-category=\"forms-and-letters\">\n<div class=\"question\">I\u2019m embarrassed about my condition. Do I have to write everything on the form?<\/div>\n<div class=\"answer\">\n<p>We understand that some conditions are embarrassing and difficult to talk about. Our Healthcare Professionals are trained to understand this and treat you with sensitivity and respect. It is important, however, that you give us as much information as you possibly can both on the form and at your assessment. Assessments are confidential and your information will be treated sensitively.<\/p>\n<\/div>\n<\/div>\n<div class=\"faq-result show closed\" tabindex=\"0\" data-category=\"forms-and-letters\">\n<div class=\"question\">Can I have my appointment letter in a different format?<\/div>\n<div class=\"answer\">\n<p>Appointment letters are available in a range of accessible formats. For more information, please call our Enquiries line on 0800 288 8777. Our lines are open Monday to Friday from 8am to 8pm, and Saturdays from 9am to 5pm.<\/p>\n<\/div>\n<\/div>\n<div class=\"faq-result show closed\" tabindex=\"0\" data-category=\"forms-and-letters\">\n<div class=\"question\">What happens if I do not send back my ESA50\/UC50 questionnaire?<\/div>\n<div class=\"answer\">\n<p>It is vitally important that you return your form. It provides our Healthcare Professionals with information about your condition or disability. If you don\u2019t return your form in time, the Department for Work and Pensions may not be able to continue to pay you benefits.<\/p>\n<p>If you are on Universal Credit you will continue to receive your Universal Credit payments but you will be required to attend the Jobcentre to review your Claimant Commitment and Work Related Activity with your Work Coach.<\/p>\n<\/div>\n<\/div>\n<div class=\"faq-result show closed\" tabindex=\"0\" data-category=\"before-your-assessment\">\n<div class=\"question\">Can I reply by text if I cannot make my appointment?<\/div>\n<div class=\"answer\">\n<p>No. Due to the confidential nature of your appointments we cannot accept text message replies. You can contact us to discuss rearranging your appointment on 0800 288 8777. Our Customer Enquiries lines are open Monday to Friday from 8am to 8pm, and Saturdays 9am to 5pm.<\/p>\n<\/div>\n<\/div>\n<div class=\"faq-result show closed\" tabindex=\"0\" data-category=\"before-your-assessment\">\n<div class=\"question\">Can I travel by taxi to the Assessment Centre?<\/div>\n<div class=\"answer\">\n<p>Please contact the Health Assessment Advisory Service if you can only travel by taxi. You may be able to claim taxi fares if you have a letter from a medical professional who is treating you explaining why your medical condition means that you cannot travel by public transport. The Health Assessment Advisory Service cannot help with any charges from your medical professional for providing the letter. Send the letter to the Health Assessment Advisory Service and they will contact you to tell you if they can pay your taxi fares. Please do not travel by taxi without agreement.<\/p>\n<\/div>\n<\/div>\n<div class=\"faq-result show closed\" tabindex=\"0\" data-category=\"before-your-assessment\">\n<div class=\"question\">Can I change the way my assessment is being carried out?<\/div>\n<div class=\"answer\">\n<p>If you would prefer to be assessed in a different way, please <a href=\"https:\/\/chdauk.co.uk\/about-us\/contact-us\/\">contact us<\/a> as soon as possible so that we can discuss this with you.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>We\u2019re here to help you understand the assessment process. 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