CHDA

The Centre for Health and Disability Assessments Limited (“CHDA“)

New company, Maximus, not ATOS, is completing the Work Capability Assessments. New company but the same problems.

Exactly the same problems!

After waiting 5 weeks since my WCA I called the DWP for an update. They can’t see any reason for the delay so I should contact CHDA directly.

Contacting CHDA by phone is very simple, unfortunately it is only a contact centre that will listen and then pass the message on to someone who is able to assist. 3 hours later and the nightmare begins. I was informed that my file has been randomly chosen to be audited and there will be a delay in reaching the decision until the auditors have finished with my file. At this point they cannot say if it’s an hour, week or month delay. I get annoyed and frustrated on the phone, explain that I am very unhappy and would like to complain. The complaints procedure would involve them sending a pack through the post, I ask for an easier way to complain but I am informed that this is the only way. While trying to speak to someone else there the customer service representative ended the call.

Instead of sitting waiting for the complaints pack I looked up online and found the email address. Here are the emails:

My emails are in bold.

Emails from CHDA in bold and italics.

Wednesday 13/4/16 @ 16.25

Hi

I have made two calls to find out why my medical from the 27/2/16 had not been processed after calling the benefits hotline.

My file has gone to audit, the two people at the contact centre will not send me a letter with what they have said about the audit and that there is no timescale for when I will be processed.

I was then called back as requested by the customer service team this afternoon and they also could provide no timescale. They also said that they could not simply put in writing the information that had been given to me. They are sending a complaints pack because I am still unhappy. They did not mention once that I could complain by email and I spent a lot of time saying that the complaints pack seems like a barrier that you are putting up and there should be an easier way for people with mental health problems to complain.

My main complaint is not being contacted about the audit and the delay. If you know a person might encounter a delay in the decision through no fault of their own, wouldn’t it be better to contact them, let them know and apologise in advance, especially when you are working with sick people.

I need the letter or email from you because I write about my experiences online and I have been trying since August to get help but anytime I deal with DWP something weird and random like this happens.

Thanks

—————

13/4/16 @ 16:37

Dear Mr C

Thank you for your email. I am sorry to read of your dissatisfaction
with the service we have provided on this occasion.

I have forwarded your email to a Customer Relations Manager who will
look into the concerns you have raised and they will be in
correspondence with you personally.

Attached is a copy of our Customer Relations leaflet, this explains how

we address complaints for your reference,

With regards

Maggie
Customer Relations
Centre for Health and Disability Assessments
Room 4E04, Quarry House. Quarry Hill. Leeds. LS2 7UA


tel: 0800 2888 777
customer-relations@chdauk.co.uk
WEBSITE: http://www.chdauk.co.uk

—–/–
———————–

14/4/16 @ 11:16


Dear Mr C

Thank you for your email dated 13 April, regarding the audit of your
ESA85 assessment report. I am currently looking into the concerns you
have raised and I hope to be able to write to you shortly.

In response to the question below, I can confirm that the audit of the

assessment report completed at your Work Capability Assessment is being


conducted by Centre for Health and Disability Assessments, as required


by our contractual
agreement with the DWP. I am sorry for the concern
the delay has caused, however, I hope to explain the reason for this
more fully in my response.

In the meantime, if I can be of any further assistance, please do not
hesitate to contact me as below.

Yours Sincerely

Julie| Customer Relations Manager
Centre for Health and Disability Assessments
Room 4E04, Quarry House, Quarry Hill, Leeds, LS2 7UA
TEL: 0113 232 7009 | FAX: 0113 232 7178



WEBSITE: http://www.chdauk.co.uk

———————–


Hi

Would it be possible to get the name of the company doing the audit so that I can contact them to try and speed things up?

Are your audits conducted onsite or are files being sent away for audit.

Thanks

—————————-

15/4/16 @ 10:35

Morning

I have received the complaints pack this morning by post. Do I need to complete or will the emails be enough?
Also I still have not actually had a reply that answers the main questions.

If somebody can get back to me today to let me know what is going on and the reason for this delay.

It feels like you are wasting my time and waiting for the problem to sort itself out. This causes anxiety.

Thanks

———————–

15/4/16 @ 11:39

Dear Mr C

Your emails are sufficient, the booklet explains our complaints process
and how your complaint will be dealt with.

I can confirm that I have sent a letter to your home address, however, I

have attached a copy to this email for your information, as you clearly


have not received this yet. I hope this explains what is happenin
g with

your case.

If I can be of any further assistance please contact me as below.

Julie| Customer Relations Manager

Centre for Health and Disability Assessments
Room 4E04, Quarry House, Quarry Hill, Leeds, LS2 7UA
TEL: 0113 232 7009 | FAX: 0113 232 7178
WEBSITE: http://www.chdauk.co.uk
————————-

   

  

   
——–_____————–

15/4/16 @ 13:37

Thanks for the reply and for clearing up some of my concerns.

On Wednesday I was told that my file was randomly selected for audit but now it is due to the healthcare professional being audited and not the clients.

I have worked in a similar field and been audited by the same company. If I needed a clients file, the clients needs were prioritised and that was dealing with unemployed people, I thought it would be the same or better for sick people.

Thanks for your help, I will chase up the DWP this afternoon and might finally be getting somewhere.

————————
15/4/16 @ 14:00


Dear Mr C

I have just checked the referral system and the audit has not yet been
completed. However, please be assured that the Business Support Manager


for Bristol is aware of your case and has asked for this to be done as
soon as possible.

As I am sure you can appreciate, if amendments are required, it is in
the customer’s best interest to ensure these have been completed
satisfactorily. I again apologise for the delay.

Yours Sincerely

Julie| Customer Relations Manager
Centre for Health and Disability Assessments
Room 4E04, Quarry House, Quarry Hill, Leeds, LS2 7UA
TEL: 0113 232 7009 | FAX: 0113 232 7178


WEBSITE: http://www.chdauk.co.uk

———–/-//——–

15/4/16 @ 14:39

I’m sorry, I cannot understand what you guys are doing.

I thought the last email and the attachment would have been sent when you had come to a conclusion not just what you hope might happen.

Will just wait until it sorts itself out.

Extremely unhappy

J

———————–

This last email sent at 14:39, since then nothing.

The story changes every time.

What started off as a general audit, is now an audit on one Disability Analysts work. On Thursday when given the choice of telephone, email or post to give me the good news that everything will be sorted by the close of business that day, the choice is to contact by snail mail. Then I emailed Friday morning and it’s all sorted until I say that I will contact the DWP.

It’s only then that it is revealed that actually nothing has changed in 3 days. Nothing has been done and no matter how hard you try its them not the clients that have the power.

Same problems as before, This is almost word for word.

This exact problem has happened to someone else.  

Different company, same results.