Step by step advice leading up to, during and after your video assessment
Select from the below options to jump down to the relevant section:
If you're applying for ESA you may be sent a capability for work questionnaire, also known as an ESA50 form. Please complete the form as fully as possible, answering all the relevant questions. It’s important you return the form by the date on the letter you are sent.
We will use the information you provide on the form to decide what type of assessment you may need.
You may also download the ESA50 form to your computer. If you use the online form, fill it out, print it, sign it and return it to DWP.
If you need help filling in the form, you can now speak to a dedicated advisor on our helpline by calling 0800 072 0222
Interpreters
Please let us know at least two days before your assessment if you need a language or BSL interpreter for your assessment.
This will help to make sure that we can have an interpreter available for you.
Appointment arrangements
We will send a letter with your assessment date. Your appointment letter will have a contact number and information about the assessment, including information on how to join your video assessment.
Please read this letter before your assessment.
If you need help before your assessment, call our customer enquiries team on 0800 072 0222. You can call us about specific requirements, interpreters, ground floor facilities, an authorised companion, audio recording requests, and more.
The customer enquiries line is open Monday to Friday from 8am to 8pm, and Saturdays 9am to 5pm.
What happens with your support before your assessment
Whilst you are waiting for your assessment to be completed, you will be paid the assessment rate designated under ESA.
Please note there are different factors taking into consideration which may impact your benefit entitlement. For more information go to gov.uk.
You can find more information about Employment and Support Allowance on the Government website.
Further evidence
You will need to send in any medical evidence or other information you might already have such as:
Things Capita would like to see, if you already have them include: | Things Capita doesn't need to see include general information about your medical conditions that are not about you personally such as: |
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You may be asked for details of the professionals or carers who know the most about your health conditions, illnesses and disabilities – expand the list below to see who these might be:
- Consultant or Specialist Doctor
- Psychiatrist
- Specialist Nurse, such as a Community Psychiatric Nurse
- Physiotherapist
- Occupational Therapist
- Social Worker
- Support worker or personal assistant
- Carer
Remember – only send us copies of medical or other information if you already have them. Don’t ask or pay for new information or send us original documents. Please write your National Insurance number on each piece of information you send to us.
If you haven’t yet received an ESA50, it might be easier to gather some of your medical information in advance. This form allows us to decide what type of assessment you may need.
As soon as you have completed the form, you need to sign and date it, and return it in the envelope we provided. It is important for you to return the form before its due date.
The DWP may not be able to continue to pay you benefits if we don’t receive this form in time.
If you cannot return the form in time, let us know as soon as possible. There is also a box that allows you to explain why your form was late. If you have any concerns at all about the form, it’s important that you contact Capita as soon as you can or ask a representative to contact Capita.
What should I do before my video call?
What you need for your assessment
- A desktop computer, laptop, tablet, or mobile phone that has a front-facing camera, speakers, and a microphone.
- A good, stable internet connection. If you can watch a video online without any problems, your internet connection should be suitable for a video assessment.
- A private, well-lit area where you will not be disturbed.
And one of these browsers:
- Safari (Apple computer, iPad or iPhone)
- Google Chrome (Windows computer or Android tablet/smartphone)
- Microsoft Edge (Windows computer)
Find more information about what you will need for your video assessment.
If you’re using a Samsung mobile phone for your video assessment, you may have an issue with your browser. If you see the error screen, please copy and paste the link to the waiting room into Google Chrome. If you do not already have Google Chrome, you can download it. You could also try using a different device, if you have one.
If you do not have one or more of the above, or your health condition or disability means that you are not able to take part in a video assessment, please contact Capita straight away. This is so that we can discuss the best way to carry out your assessment.
Check your device is set up correctly
It is useful to check that your device is set up correctly before your video assessment. Test your device. If your device is set up correctly, you will see the screen showing 'You are ready to make calls'.
If we notice that something isn't quite right, you may see the ‘Testing in progress’ screen.
This is usually easy to fix. Find more information on how to get your device ready for your video assessment.
The healthcare professional will introduce themselves and explain the assessment to you. They will record information on a computer. Some questions may not relate directly to your medical condition, but to daily activities. The assessment will last between 20 minutes and 1 hour depending on your health condition or disability.
What to bring to the assessment:
- any medication
- any information from your General Practitioner (GP) or Specialist which explains how your condition affects you.
The assessment questions may include:
- when your illness or disability started
- how your condition changes from day-to-day
- how it affects your daily life
- how it affects your mood and the way you behave
- how you cope with things from day-to-day
The healthcare professional will record information about your pain, fatigue, and the medication you take.
We provide the DWP with an assessment report which is impartial and provides justified medical advice about how you are currently affected by your medical condition. This is following government legislation and the processes agreed by DWP.
The healthcare professional
Our healthcare professionals go through a specifically designed training course, approved by DWP. They are doctors, nurses, and physiotherapists registered with their governing body. These include:
- The General Medical Council
- The Nursing and Midwifery Council
- The Healthcare Professions Council.
Having a companion during your assessment
You are welcome to bring a relative, carer or friend with you. Although the assessment will focus on you, a companion can offer useful support to you.
Taking notes
You or your companion are welcome to take notes for your personal use. Your notes will not form part of the medical report that we send to the DWP.
After your assessment our healthcare professional completes a report using criteria laid out by the DWP. This is to provide the DWP decision maker with an impartial, justified medical opinion about how you are affected by your medical condition.
The assessment report will describe your medical conditions and the activities you undertake in a typical day.
The report is one piece of information DWP uses in deciding your entitlement. The healthcare professional who carries out your assessment does not make any decision about your allowance, benefit or credits.
You may request a copy of the full report from DWP office handling your claim.
Decisions on claims
DWP will let you know of the outcome of your claim.
DWP makes decisions on claims. Direct any questions or concerns about the outcome of your claim to the DWP office handling your claim. They will know what information they have used to decide your entitlement. Capita has no decision-making role and does not know the outcome of assessments.
*[DWP]: Department for Work and Pensions
