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 12/04/2011 12:33
 

Forum members might be interested in the following information relating to ATOS healthcare. I have to say I am stunned by the low number of complaints as almost every member that I have talked to about ATOS have told me they were complaining or considering complaining. As this is a formal document produced by Mr Grayling it has to be accurate and goes to show that if you want to make a difference do something not talk about doing something. Every complaint is collated somewhere and it gives your charity more oppportunity to complain on your behalf if people who have a bad experience complain about it! Anyway this is what was said;

Chris Grayling: The figures shown are the number of complaints received nationally in respect of disability living allowance assessments conducted by Atos Healthcare. This covers a wide spectrum of complaint issues and includes administrative activities such as appointment booking, aspects of the arrangements and conducting of the assessment.
Benefit entitlement is determined by DWP Decision Makers, not Atos Healthcare Professionals. In order to make a decision on benefit entitlement the Decision Maker considers all the available evidence not just the reports received from Atos Healthcare. Further evidence may include the customer's ‘self assessment’, reports from GPs, hospital doctors and other health care professionals.
The number of complaints (and assessments undertaken) Atos Healthcare have received relating to the service to customers claiming disability living allowance for the last two years is as follows:

Quarter ending
Number of complaints
Completed DLA assessments
February 2011
148
10,109
November 2010
161
12,509
August 2010
187
14,121
May 2010
168
14,325
February 2010
135
13,178
November 2009
139
13,504
August 2009
123
13,781
May 2009
118
12,489

Statistics relating to the customer’s medical condition are not collated.
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