Nazerine Anderson
13 Feb 2024 · Coroner Fiona Butler · Rutland and North Leicestershire
The coroner's concerns
1. missed opportunities to record vulnerability
“Despite the DWP case workers and call handlers having the availability of an additional support tab on a profile of a customer on the DWP computer system; there were 6 missed opportunities to use this facility to record vital information about Naz's vulnerability; despite Naz being tearful and distressed on the telephone on more than one occasion and advising the DWP of information surrounding her mental health and her inability to cope. This meant there was no alert to DWP staff of Naz's vulner”
Responses
2024-0080-Response-from-Department-for-Work-and-Pensions.pdf ↗· Department for Work and Pensions
Stated action · second half of 2024
“like. Plans to finalise and launch this improved additional support tab are a priority for the UC design team. User research is now being undertaken with UC customers to gather feedback to shape future amendments to the additional support tab. A campaign to promote awareness and understanding of the additional support tab amongst UC colleagues is planned for the second half of 2024. This campaign will include upskilling on refreshed guidance and training sessions for colleagues on the additional support”