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Consultation Process - Frequently Asked Questions

You may have questions about Consultation Process. Here are a selection of some commonly asked questions and answers to help you. Simply click on a question to see the answer.

How long will the consultation take?

This usually takes up to an hour, but it could take longer depending on your circumstances.

Why am I required to have a face-to-face consultation?

To ensure we have a full understanding of how your disability affects your day to day living, we may need to see you for a face-to-face consultation.

What if English is not my First Language?

If you need an interpreter when you visit us, we can arrange an interpreting service but only if you notify us in advance.

I would like translator or BSL/ISL support.

Following the Department for Communities decision to temporarily suspend all PIP face-to-face consultations due to the current Coronavirus outbreak, Capita has put in place a video relay service to support all British Sign Language (BSL)/Irish Sign Language (ISL) customers through the PIP consultation process.

The service is free of charge and is operated by Sign Video. Sign Video is staffed by fully qualified and registered BSL/ISL/English Interpreters and is available Monday to Friday from 8am to 8pm.

To use the video relay service, you will need one of the following:

  • A computer or laptop with a webcam, a highspeed internet connection and Firefox/Chrome for Windows or Safari for Mac
  • A tablet or smartphone (iOS devices 8 or upwards) or (Android 4.4 upwards) with a 3G or 4G data plan

  • To access the service please visit the Sign Video website www.signvideo.co.uk and download the sign video mobile app and search for CAPITA PIP ASSESSMENTS. Alternatively, you can access the service directly by copying the dedicated URL link into your internet browser - https://capitapipassessments.signvideo.net

    On the date and time of your consultation, please connect to Sign Video and tell them that you are calling Capita in relation to your PIP consultation. If you are unable to attend your consultation, please contact us.

    Can I take notes during my consultation?

    Yes you are entitled to take notes for your own purpose and do not need to provide these to the Health Professional who will just record that notes were taken.

    Can I change my appointment from consultation centre to home?

    This may be possible dependent on the available medical evidence you have provided to support your claim. You may also need to send a letter from your GP supporting your request. For more information please contact Capita's Enquiry Centre on 0808 1788 116.

    Why have I not been asked for a Face to Face consultation?

    We have reviewed your claim, and we feel we have received enough medical evidence supporting your condition in order to complete a paper based review.

    What identification do I need to bring with me to my consultation?

    Please refer to the ID requirements section on the Consultation Process page

    What happens if I turn up late or forget my ID?

    You will be allowed a 20 minute window but if you arrive at a consultation centre more than 20 minutes late your consultation will not take place. This will be marked as a Failure to Attend, and may affect your PIP decision. The same will apply if you forget your ID.

    How do I claim Travel Expenses?

    We will reimburse your reasonable travel expenses. Please keep any receipts and fill in the expenses claim form we send you with the letter that confirms your consultation appointment. The completed form and receipts should be returned in the envelope provided and we will reimburse you within 14 calendar days of receiving your claim. NB taxi expenses must be pre-approved. You will need to provide us with a quote from the taxi firm, which will be assessed by one of our Health Professionals for approval.

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