Step by step advice leading up to, during and after your Video Relay assessment
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If you need a British Sign Language (BSL) interpreter
For Deaf or Hard of Hearing people who use British Sign Language (BSL). Your telephone assessment will take place using our video relay service.
This service is free of charge and the interpreters are fully qualified and registered.
If you are invited for a telephone assessment using our video relay service but do not have the necessary equipment, please contact Capita as soon as possible.
Let us know if you would like to...
- Change your appointment - it's really important that you keep your appointment. If you don't, we will return your claim to the DWP. If you cannot keep your appointment for any reason, tell us straight away. You can only change your appointment once.
- Request a language translator or British Sign Language interpreter.
- Request an appointment with a health professional of a specific gender.
What you need for your Sign Video assessment
Select the + sign for details.
What device do I need to use?
To use SignVideo, you’ll need three things as minimum requirements:
1. A device
This can be one of the following:
Windows PC app
Apple Macs app
iOS app
Android app
SignVideo Web
2. A webcam
This can be plugged in or built in.
3. Good internet connection
For the best experience with SignVideo your internet connection can be any of the following:
- 3G,4G,5G mobile network
- Plugged in broadband/ ethernet
- WiFi
Who can join you at your assessment?
We encourage you to have someone with you during your assessment. This could be a friend, family member, carer or support worker.
They should not speak for you, but they can help you to answer any questions or explain the difficulties you face more clearly. If your companion will be translating or interpreting for you, they must be over 18.
The health professional will join the call at the time of your appointment. We are unable to add anyone to the call so please make sure your companion is with you at the time of your appointment.
Here are some useful guides you can download
Here are some useful Easy Read versions of our guides
Before your appointment go to http://www.signvideo.co.uk/
Download the SignVideo mobile app
Search for CAPITA PIP ASSESSMENTS
or
Select this link https://capitapipassessments.signvideo.net or type it into your internet browser.
At the time of your appointment, please connect to SignVideo and tell them that you are calling Capita for your PIP assessment.
Experiencing problems?
To resolve any issues you may have, please check our FAQ page.
To receive help and support, please get in touch with Sign Video's customer services:
Call SignVideo in BSL: www.customer.signvideo.me
Alternatively, email the technical support team directly:
Watch this video on joining your assessment using Sign Video ⤴
The health professional will identify themselves by telling you their name and saying that they are from Capita PIP.
The health professional will need to ask you some identification questions before your assessment can go ahead. If you have any concerns that the health professional is not who they say they are, please get in touch.
Our health professional are specially trained to carry out health professional. It is important to remember that the assessment is not medical, so the health professional is not looking to diagnose your symptoms or recommend treatment.
Instead, it will focus on how your health condition or disability impacts your day-to-day life. The health professional will ask you how you manage your daily activities and will record your answers on a laptop. This is your opportunity to explain how your health condition or disability affects you.
The health professional will write a report for the DWP. This will be based on the evidence you have provided as well as anything you discussed during your assessment.
They will send the report to the DWP so they can make a decision on your claim.
The DWP will look at your claim and all supporting information. This includes the assessment report, your ‘How your disability affects you’ form and any other evidence you have provided.
Once they have made their decision, they will write to you to tell you if you can get PIP. This letter will also tell you what to do next if you do not agree with the decision.
When you get your decision letter, if you want a copy of the assessment report, or you have any questions about your claim or the decision, please phone the DWP (Monday-Friday 9am-5pm) on 0800 121 4433 (textphone: 0800 121 4493).
If you have hearing or speech difficulties, you can also contact DWP through Relay UK: 18001 then 0800 121 4433.
