Social Security Experience Panels: meeting people's needs - report

Disability and accessibility needs

Sharing information with Social Security Scotland 

Focus group participants and survey respondents were asked what information Social Security Scotland should know about a clients' disability or accessibility needs.  Overall, participants agreed that it would be beneficial for clients to share information about their needs with Social Security Scotland.  Almost all survey respondents (98 per cent) said they would want Social Security Scotland to know some information about their disability or accessibility needs. 

Table 1: What information on disability or accessibility needs would you want staff to know about for you or the person you care for? (n=234)

	%
What your need is (e.g. needs a wheelchair accessible venue)	18.4
Why you have a need (e.g. what your disability is)	12.0
Both why you have a need AND what your need is	67.9
None of the above	1.7
Total	100

There was a range of opinions however, regarding the necessary level of detail clients should share with Social Security Scotland.  Some focus group participants and survey respondents were happy to share all information relating to their needs.  Around two thirds (68 per cent) of survey respondents said they would want Social Security Scotland to know about both why they have a need and what that need is.  These participants felt that giving detailed information would make it easier for Social Security Scotland to understand and support their needs.  Some participants also said providing details about their disability or condition would allow them to highlight the individual and unique impacts on their health and everyday life.  Some comments also focused on how detailed information from a client could help make staff aware of disabilities that are not visible including mental health conditions.  

"Both the need and the reason are important in order to clarify exactly what is required. If only one of these is given then assumptions may be made incorrectly." (survey respondent)

"It is essential to know both what the disability is AND how it affects you, as these are hugely variable and often not understood out with expert health professionals." (survey respondent)

Other participants thought that whilst is was appropriate to know about a client's needs, it wasn't necessary for Social Security Scotland to capture detailed information about the circumstances behind that need.  Less than a fifth (18 per cent) of survey respondents said that they would share their needs with Social Security Scotland but not the reasons that give rise to these needs.  Some focus group participants also said it wasn't necessary for clients to disclose too much detail about disability and accessibility needs.  Participants who felt this way noted that it should be sufficient for Social Security Scotland to know about what a client needs and how to meet this, without further detail or explanation from the client.  

"It's a functional thing – may not need to know what the client's condition, diagnosis is, it's what they need." (focus group participant)

"I don't think there's any need for Social Security staff to know why I have a particular need. I feel they can accommodate a need without knowing the reason behind it." (survey respondent)

Purpose limitation and data security 

Some participants in both the survey and focus groups stressed that it was important Social Security Scotland used information about client needs only for the purpose of providing support where possible.  Participants had been reassured that this research project was about information that could help Social Security Sotland support clients. It was stressed that this information would not be used as part of a decision on their case.  Even with this reassurance however, the importance of purpose limitation to participants was reflected in their comments.  Participants described how previous experiences with the DWP had left them reluctant to share information that might be gathered for another purpose but then also used to inform their claim.  These comments also often mentioned that disclosure of personal information relating to needs should be at the discretion of clients.  

"…only information that's volunteered by the client and it is not in any way coerced out of them. And also the client should know that that information is secure – I would say that's a key requirement.  And not used against me." (focus group participant)

"I think accessibility issues should not be something that people have to declare." (focus group participant)

Some participants highlighted that information about client needs should be kept safe and secure and limited to only relevant staff.  Some participants also felt clients should be reassured about confidentiality and data protection rights when disclosing information about needs to Social Security Scotland.

"All information should be signed in and out…Not all staff should be able to access it. If they don't need to know then what are they doing there." (focus group participant)

What needs Social Security Scotland should know about 

Accessibility at Social Security Scotland locations

Issues around accessibility were the most frequently mentioned needs in both focus group discussions and survey answers.  A range of examples were given relating to measures Social Security Scotland should take to ensure their local locations are physically accessible.  An overview of these suggestions is given below:

• Bathroom facilities should be accessible with consideration given to the size of the room and location within the building. 
• Clear, bold signage and staff available to direct clients through the location. 
• Disabled parking available at or near the location. 
• Entrances should be step-free and wheelchair accessible. 
• Furniture should be appropriate for clients with reduced mobility for example, sturdy and height adjustable.  
• Hearing loop available.  
• Lifts available where necessary.  

As well as physical accessibility, participants also mentioned a range of factors which could be taken to ensure a comfortable environment and atmosphere for clients.  These include: suitable temperatures, noise control, and no air-freshener products.  Some participants also mentioned how dedicated spaces within the location could benefit clients such as: breastfeeding mothers; children accompanying a client; and clients with sensory processing conditions.  A number of participants noted that due to disability or accessibility needs, a home visit from a Social Security Scotland staff member would be preferable to visiting a location.        

"All premises need to be fully accessible for everyone. That means ramps/lifts, as well as stairs, to the entrances; automatically opening doors; internal lifts, proper signage - including braille where necessary; child-friendly waiting areas - i.e. a play area with toys etc." (survey respondent)

"Sometimes the room is too hot. If you do have an accessible venue things like that needs to be considered too." (focus group participant)

"Ensure that the option of home visit, rather than having to attend a venue for a meeting/assessment, is made clear at all times." (survey respondent)

Communication needs

Participants also discussed communication needs which Social Security Scotland could support.  Participants said it was important for flexibility to be built into call handling and appointment times to allow clients to engage at their own pace.  Some respondents also noted that communication preferences were important both in terms of accessibility and the potential impact on mental health conditions such as anxiety.  For example, a client could prefer to communicate online and may be distressed by a telephone interaction.  Comments explained that by recording and supporting communication needs, Social Security Scotland could ensure clients felt able to engage in the process and avoid feeling overwhelmed and distressed.  Staff training was noted as important, particularly when engaging with clients with cognitive or learning disabilities or mental health issues.  Participants noted that staff should be trained to recognise communication needs and know how to handle difficult interactions.  

"Sometimes, especially around the issue of benefits, the anxiety I have increased. I go mute.  Communication either via email or instant message would be extremely helpful." (survey respondent)

"People on the autistic spectrum who need things explained a certain way…they may get agitated, frustrated on the phone and are perceived to be aggressive.  Staff need to know how to handle that.  They may appear to be aggressive but they aren't actually.  Speak to them in a calm voice." (focus group participant) 

Understanding the impact of disability on everyday life 

Participants noted that it was important for Social Security Scotland staff to understand that each client will have an individual experience of a disability or long-term health condition.  Comments highlighted that support should be always tailored to the individual client.  Many comments also emphasised that conditions can fluctuate during the day or day-to-day.  Lastly, some participants also noted that it was important to take into account that not all disabilities, and associated needs, are visible.     

"[It] isn't so much about the condition, it's about the person." (focus group participant)

"Some disabilities and/or needs are not obvious and sometimes people are embarrassed at having to discuss their specific problems so I would welcome a positive and understanding approach from all concerned." (survey respondent)

How and when to tell Social Security Scotland

Over two thirds (70 per cent) of survey respondents said they would want to use an online form to tell Social Security Scotland about disability or accessibility needs.  Respondents were able to choose multiple communication methods and over half also choose a paper form, face to face, and on the phone.   Other methods cited were: email, home visit, message, and via someone acting on their behalf. 

Table 2: How would you want to tell Social Security Scotland about the disability or accessibility needs you or the person you care for have? (n=234) ^[3]

	%
Online form	69.7
Paper form	56.8
Face to face	56.8
On the phone	54.7
Other	8.5

When asked to choose their preferred way to tell Social Security Scotland about disability and accessibility needs, more than two in five (43 per cent) survey respondents said via an online form.  The next most popular method was face to face (23 per cent) followed by a paper form (17 per cent) and on the phone (15 per cent). 

Table 3: If you had to choose one only, which would you choose? (n=234)

	%
Online form	43.2
Face to face	22.6
Paper form	17.1
On the phone	15.4
Other	1.7
Total	100

When to tell Social Security Scotland

Two thirds of survey respondents (67 per cent) said they would want to tell Social Security Scotland about any disability or accessibility needs alongside an application.  Respondents were able to select multiple options from a list of timings and 43 per cent said they would want to discuss needs before an application, on their first contact with Social Security Scotland.  Almost two in five (39 per cent) said they would wait until they were arranging an appointment to share disability or accessibility needs. 

Table 4: When do you want to tell Social Security Scotland about the accessibility needs or disability you or the person you care for have? (n=234)[4]

	%
Alongside application	66.7
Before you apply, on your first contact with Social Security Scotland	43.2
When arranging an appointment	38.9
Other	5.1

When asked to choose their preferred time to tell Social Security Scotland about disability and accessibility needs, half (52 per cent) said alongside an application and just less than a third (32 per cent) said before an application on their first contact with Social Security Scotland.  

Table 5: If you had to choose one only, which would you choose? (n=234)

	%
Alongside application	51.7
Before you apply, on your first contact with Social Security Scotland	31.6
When arranging an appointment	12.4
Other	4.3
Total	100

Providing updates

Survey participants were asked how often Social Security Scotland should update the information recorded about a client's needs.  Over a third (36 per cent) said updates should only be made if the client offers more information.  This echoes a theme raised in comments from both survey respondents and focus group participants about the negative impact on health and wellbeing resulting from repeated requests for updates.  There was overlap in some of these comments between disability and accessibility needs and information used to make a determination on an application.  Comments did emphasise however that information should be recorded when a client judges it to be significant for example after a change in circumstances, and not upon request.  Some comments emphasised that it was unlikely clients with certain long-term conditions would experience a change or need to give an update.  

Around half of survey participants did think it was appropriate for Social Security Scotland to check for updates on clients' needs with 27 per cent saying this should be at every contact and 23 per cent saying on an annual basis.  

Table 6: How often should Social Security Scotland update the information on disability or accessibility needs they hold on you or the person you care for? (n=234)

	%
Only update if I offer more information	35.9
Check whenever you make contact	27.4
Ask for an update on an annual basis	22.6
Other	14.1
Total	100

"When there has been a change in condition.  Do not have repeat checks if the condition is chronic and will not improve." (survey respondent)

"Check whenever you make contact.  Only update if I offer more information." (survey respondent)