Research and analysis

Personal Independence Payment: claimant experiences of the claim process

This mixed method research explores claimants’ experiences of the whole Personal Independence Payment (PIP) claim process, including disputes.

• From: Department for Work and Pensions
• Published: 6 September 2018

Documents

Personal Independence Payment claimant research – final report

Ref: ISBN 78-1-5286-0673-8, RR963

PDF, 8.36 MB, 147 pages

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Summary: Personal Independence Payment claimant research – final report

PDF, 209 KB, 13 pages

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Topic guide for depth interviews with claimants – Wave 1

PDF, 150 KB, 8 pages

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Topic guide for depth interviews with claimants – Wave 2

PDF, 155 KB, 11 pages

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Topic guide for depth interviews with claimants – Wave 3

PDF, 153 KB, 10 pages

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Claimant survey – Wave 1

PDF, 248 KB, 32 pages

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Claimant survey – Wave 2

PDF, 285 KB, 38 pages

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Claimant survey – Wave 3

PDF, 262 KB, 36 pages

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Personal Independence Payment claimant research – technical report

PDF, 680 KB, 73 pages

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Details

Paul Gray’s first independent review of the PIP assessment recommended that the Department for Work and Pensions (DWP) commission externally conducted research on PIP to inform improvements. This research by Ipsos MORI explores the full claimant journey for PIP applicants.

DWP response

The research findings have identified those aspects of the claimants’ experience of the PIP claim process that are working well and areas for improvement. The department is committed to continuous improvement and the findings from this research have already supported changes. The department will continue to use the findings from this research to support future improvements.

Authors: Joanna Barry, Margaret Blake, Lauren Bridges, David Candy, Emma Carragher, Kate Duxbury, Harriet Fowler, Claire Lambert and Leila Morris (Ipsos MORI).

Related documents

Personal Independence Payment evaluation: wave 1 claimant survey findings

Personal Independence Payment evaluation: wave 2 claimant research interim findings

DWP separately publishes quarterly statistics including:

• numbers of claims in payment
• new claim registrations
• decisions
• awards made

Published 6 September 2018