Recurance · prevention of future deaths reports
Pre-inquest brief
Inadequate record keeping of claimant interactions
The earlier warning
Philippa Day · 12 Feb 2021 · Gordon Clow, Nottingham and Nottinghamshire
“Records of calls handled were very brief and, at times, inaccurate.”
judiciary.uk/prevention-of-future-death-reports/philippa-day
What was promised
Stated action 1 · response to Philippa Day (12 Feb 2021) · stated timescale: 1 April 2021
“From 1 April 2021 all new entrants handling PIP and Employment Support Allowance ("ESA";”
Stated action 2 · response to Philippa Day (12 Feb 2021) · stated timescale: March 2021
“issued internal communications to all staff working on PIP and ESA early in March 2021 to reinforce the importance of recording notes on the appropriate computer systems and remind them that all colleagues are required to ensure that notes: a. are made following all interactions with customers or third parties where an accurate record of it is needed, and b. are an accurate and factual account of the conversation, including both any action agreed or taken, and the full reasons for decisions made”
Stated action 3 · response to Philippa Day (12 Feb 2021) · stated timescale: end of Summer 2021
“also plan to add a new section, about recording notes on the PIP computer system, to the instructions that colleagues working on PIP claims use for guidance. We expect both of these actions to be completed by the end of Summer 2021.”
2 further stated actions are listed on the full chain page.
What recurred
- 18 Nov 2024 · Richard Brookes · Anna Morris · Closely related · confidence 0.90 (high)
The clearest link, quoted from both reports:
Earlier · Philippa Day · 12 Feb 2021
“Records of calls handled were very brief and, at times, inaccurate.”
Later · Richard Brookes · 18 Nov 2024
“I am also concerned that the DWP currently has no ability to effectively audit its large payments caseload to ascertain whether the failure in record keeping evident in the present case has occurred in other cases.”
What happened next
No web check of the stated actions has been published for this chain.