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 UC you will need to create an online account on NI Direct. Once you have created your account you must send your claim within 28 days. If you try after 28 days you will need to create a new account.
You will need to fill in the online form. It’s important that you complete the form as fully as possible, answering all of the questions.
You can use the account you’ve made to find information about your claim and contact Universal Credit.
If you need help filling in the form you can contact UC through your online account or speak to a member of the team in your local Jobs and Benefits office.
Interpreters
Please let us know at least two days before your consultation if you need an interpreter for your consultation. This will help to make sure that we can have an interpreter available for you.
Watch this DfC Video on YouTube: ‘Universal Credit explained - What, who and how’
Watch this DfC Video on YouTube: ‘Universal Credit explained - Getting ready to claim’
Appointment arrangements
We will send a letter with your consultation date. Your appointment letter will have a contact number and information about the consultation. Please read this letter before your consultation.
If you need help before your consultation call Capita on 0800 072 0398. The Customer Enquiry line is open Monday to Friday from 8.30am to 5pm.
What happens with your support before your consultation
Whilst you are waiting for your consultation to be completed, you will receive the standard rate of Universal Credit and will need to continue attending the Jobs and Benefits office as agreed with your work coach. You can find more information about Universal Credit 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.
Select the + sign to learn what we do, and don't need to see
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: |
|---|---|
|
|
Your UC50 form may ask 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:
List of professionals and carers
- 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.
As soon as you have completed the form, you need to sign and date it, and return it in the envelope DfC 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.
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 will not ask you to make any movements that cause you discomfort. If you are worried that certain movements may cause you pain, please tell the healthcare professional.
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.
Companion or chaperone during your consultation
You can have someone with you at your consultation. Although the consultation will focus on you, a companion can offer useful support to you.
This would usually be the person who knows you best and understands you and your needs. For example, this may be a relative, support worker or friend but they must be 16 years old or over. If your support worker or friend cannot be with you in person we can add them to the video consultation.
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 and will include 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.
*[UC]: Universal Credit
*[DFC]: Department for communities
