The key principles underpinning the design of the Department’s application forms are the use of clear and simple language, with consistent layout and presentation across both online and paper forms. All primary application forms are designed to facilitate the use of scanning and automated processing. This ensures that the application is processed as efficiently as possible and that customers receive their entitlement in a timely manner. Primary application forms are regularly reviewed, including those parts of forms that relate to the provision of medical evidence, to ensure they request only the information required to establish the customer’s entitlement, in a clear and easy to understand manner. A key aspect of this review is customer feedback and a number of channels are used for this including consultative fora, customer panels and a formal complaints process.
In support of their application for medical based schemes, customers are advised to submit all medical evidence they have in support of their claim. The disability and illness related schemes require that all available medical evidence is assessed by the Department’s Medical Assessors (MAs) and this, together with other qualifying criteria such as means testing, qualifying contributions, etc. are taken into account in assessing claims. In addition to application forms which are completed by trained medical professionals (GPs), all applicants are encouraged to provide as much additional information in support of their case as they wish, in the form of additional papers, medical reports, test results, scans, X-rays, etc. All medical evidence submitted is considered by the Department’s MAs as part of their assessment.
I am satisfied that the initiatives underway in the Department, the improvements in processes and procedures supported by the redesign of application forms, and the Department’s use of modern technology will continue to deliver an improved and efficient service to customers. Any specific suggestions to improve forms would be welcomed and considered in future subsequent design reviews.
