Important: We expect video consultations to be introduced after the new year for this benefit.
Step by step advice leading up to, during and after your video consultation
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 questions. It’s important you return the form by the date on the letter you are sent.
You may also download the ESA50 form to your computer. If you use the online form, fill it out, print it, sign it and then send it to DfC.
If you need help filling in the form, you can now speak to a dedicated advisor on our helpline by calling 0800 072 0398.
You can also go to your local benefits office and speak to your work coach.
Interpreters
Please let us know at least two days before your consultation if you need a an interpreter for your consultation. This will help to make sure that we can have an interpreter available for you.
Appointment arrangements
We will send a letter with your consultation date. Your appointment letter will have a contact number and information about the consultation, including information on how to join your video consultation
Please read this letter before your consultation. You can speak to a dedicated advisor on our helpline by calling 0800 072 0398. The Customer Enquiry line is open Monday to Friday 8:30am to 5pm.
What happens with your support before your consultation
Whilst you are waiting for your consultation to be completed, you will be paid the rate designated under ESA.
You can find more information about Employment and Support Allowance on the DfC website.
Further evidence
You will need to send any medical evidence or other information you might already have, such as reports, care or treatment plans about you from GPs, hospital doctors, specialist nurses, community psychiatric nurses, occupational therapists, physiotherapists, social workers, support workers, learning disability support team, counsellors or carers.
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:
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. As soon as you have completed the form, you need to sign and date it, and return it in the envelope provided. It is important for you to return the form before its due date. DfC 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 consultation
- 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 consultation.
- 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 consultation.
If you’re using a Samsung mobile phone for your video consultation, 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 consultation, please contact Capita straight away. This is so that we can discuss the best way to carry out your consultation.
Check your device is set up correctly
It is useful to check that your device is set up correctly before your video consultation. 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 consultation.
The healthcare professional will introduce themselves and explain the consultation to you. They will record information on a computer. Some questions may not relate directly to your medical condition, but to daily activities. The consultation will last between 20 minutes and 1 hour depending on your health condition or disability.
What to bring to the consultation:
- any medication
- any information from your General Practitioner (GP) or Specialist which explains how your condition affects you.
The consultation 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.
The healthcare professional
Our healthcare professionals 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.
Our healthcare professionals go through a specifically designed training course, approved by DfC.
Having someone with you at your consultation
You are welcome to bring a relative, carer or friend with you. Although the consultation 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 DfC.
We provide DfC with a consultation 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 DfC.
The consultation report will describe your medical conditions and the activities you undertake in a typical day. It will also have the healthcare professional’s observations.
The report is one piece of information DfC uses in deciding your entitlement.
You may request a copy of the full report from the DfC office handling your claim.
Decisions on claims
DfC will let you know of the outcome of your claim.
DfC makes decisions on claims. The healthcare professional who carries out your consultation does not make any decision about your allowance, benefit or credits. The healthcare professional will not know the outcome of your claim.
Direct any questions or concerns about the outcome of your claim to the DfC office handling your claim. They will know what information they have used to decide your entitlement.
