Would this have made you angry or upset or even complain ?

Mum2twins98

Hi ... a few weeks ago i had to call the disability living allowance helpline ..My son Thomas has severe autism he is 12 Friday.... the letter stated they needed a GP report this wasn't a problem but i called them just to tell them since filling the form we had changed doctors. When i got through i said 'I am calling because you needed a doctors report with regards to my sons claim' told him name and number he then said 'Oh yes your son has severe autism, well we have to check because if he was severely autistic he would most likely be in a care home' ..now this totally through me and i added 'No its just about the change of doctors' when i took Thomas to see his new GP about his report i said 'Thomas has severe autism' the GP said 'Oh yes i can see that' ... now was i being to over sensitive about the DLA helpline. People are saying i should have made a complaint

Invasion

It was an inappropriate comment for her to make, she was obviously making generalisations which she shouldn't have done. Did you get her name? Because without that it'd be harder to make a complaint. I do think it's worth phoning and mentioning what was said to you, so that they can maybe have a word and other people don't end up upset.

Mum2twins98

Invasion wrote: »

It was an inappropriate comment for her to make, she was obviously making generalisations which she shouldn't have done. Did you get her name? Because without that it'd be harder to make a complaint. I do think it's worth phoning and mentioning what was said to you, so that they can maybe have a word and other people don't end up upset.

Yes Thanks i did get his name ... sad really without knowing anything about your child they can say such things

kazzah60

I would be FURIOUS how dare a CIVIL SERVANT who presumably has NO MEDICAL training make assumptions about your son !!!!!!!
I would definitely complain

I have had similar experiences with the HMRC when phoning for my ds who is Autistic and has poor communication skills and some of the crass comments I have been on the receiving end of are enough to make your hair curl
I am his DWP appointee and deal with communications from DLA etc on his behalf - he got a little job with people who have other learning disabilities and he was entitled to WTC - so I phoned for a claim form - to be told they need to speak to my son - I explained that I am his appointee and that he can't talk on the phone - I weas told they need to hear that from him !!!!!!!!!
they weren't even going to send a claim form because in order to prove I was his appointee I had to put it on the claim form - but they wouldn't send a claim form until they had proof I was his appointee - when i lost my temper after 30 minutes and demanded to speak to a manager they FINALLY agreed to send out a claim form so I could complete is to prove I was his appointee !!!!
the level of disability awareness training these people receive must be DIRE

dmg24

kazzah60 wrote: »

I would be FURIOUS how dare a CIVIL SERVANT who presumably has NO MEDICAL training make assumptions about your son !!!!!!!
I would definitely complain

I have had similar experiences with the HMRC when phoning for my ds who is Autistic and has poor communication skills and some of the crass comments I have been on the receiving end of are enough to make your hair curl
I am his DWP appointee and deal with communications from DLA etc on his behalf - he got a little job with people who have other learning disabilities and he was entitled to WTC - so I phoned for a claim form - to be told they need to speak to my son - I explained that I am his appointee and that he can't talk on the phone - I weas told they need to hear that from him !!!!!!!!!
they weren't even going to send a claim form because in order to prove I was his appointee I had to put it on the claim form - but they wouldn't send a claim form until they had proof I was his appointee - when i lost my temper after 30 minutes and demanded to speak to a manager they FINALLY agreed to send out a claim form so I could complete is to prove I was his appointee !!!!
the level of disability awareness training these people receive must be DIRE

There is no need to shout!

OP, the DM's refer to a medical reference guide when assessing claims. It is possible that a report has been requested because your son does not match the criteria given in there (which may state that residential care is a possibility in severe cases). Whilst the advisor was not particularly diplomatic, it is most likely that she was just reading from the screen, she was not giving her own opinion or making judgments.

I think this is a case of 'don't shoot the messenger'. The call centre advisors really are only there to pass on information, and it appears that this is what this advisor has done.

Mum2twins98

dmg24 wrote: »

There is no need to shout!

OP, the DM's refer to a medical reference guide when assessing claims. It is possible that a report has been requested because your son does not match the criteria given in there (which may state that residential care is a possibility in severe cases). Whilst the advisor was not particularly diplomatic, it is most likely that she was just reading from the screen, she was not giving her own opinion or making judgments.

I think this is a case of 'don't shoot the messenger'. The call centre advisors really are only there to pass on information, and it appears that this is what this advisor has done.

Sorry i totally disagree with you .... Thomas is 12 non verbal and still in nappies sleeps an hour or so a night, he should have kept his thoughts to himself it wasn't his position too speak to me this way, and why should he be in a care home ?
i am more than capable to look after him ...
Oh and too add Thomas got the High Rate Care and Mobility last week so he does match the criteria

dmg24

I have just checked the DMG and it does state that in severe cases some claimants will live in supported or residential accommodation. They are asking the question to determine which category your son falls into, as your/ your GP's definition of severe may differ from theirs.

Mum2twins98

kazzah60 wrote: »

I would be FURIOUS how dare a CIVIL SERVANT who presumably has NO MEDICAL training make assumptions about your son !!!!!!!
I would definitely complain

I have had similar experiences with the HMRC when phoning for my ds who is Autistic and has poor communication skills and some of the crass comments I have been on the receiving end of are enough to make your hair curl
I am his DWP appointee and deal with communications from DLA etc on his behalf - he got a little job with people who have other learning disabilities and he was entitled to WTC - so I phoned for a claim form - to be told they need to speak to my son - I explained that I am his appointee and that he can't talk on the phone - I weas told they need to hear that from him !!!!!!!!!
they weren't even going to send a claim form because in order to prove I was his appointee I had to put it on the claim form - but they wouldn't send a claim form until they had proof I was his appointee - when i lost my temper after 30 minutes and demanded to speak to a manager they FINALLY agreed to send out a claim form so I could complete is to prove I was his appointee !!!!
the level of disability awareness training these people receive must be DIRE

They are a 'Helpline' there too help not judge you or whomever your claiming for, he didn't need too mention a 'care home' does he presume all disabled Children are placed in home ?

Mum2twins98

dmg24 wrote: »

I have just checked the DMG and it does state that in severe cases some claimants will live in supported or residential accommodation. They are asking the question to determine which category your son falls into, as your/ your GP's definition of severe may differ from theirs.

Thomas is 12 :eek:
So no he isn't in a care home

dmg24

Mum2twins98 wrote: »

Sorry i totally disagree with you .... Thomas is 12 non verbal and still in nappies sleeps an hour or so a night, he should have kept his thoughts to himself it wasn't his position too speak to me this way, and why should he be in a care home ?
i am more than capable to look after him ...
Oh and too add Thomas got the High Rate Care and Mobility last week so he does match the criteria

You have not read my post properly - he was not giving you 'his thoughts', he was simply telling you what the DMG states. They are not saying he should be in a care home, but many people with the same condition are in a care home. Therefore they need to be sure that your son's condition matches the same criteria that, according to the DMG, are normally in a care home.

I understand that it is a sensitive topic, but you are assuming that the person was making personal comments. They were not - they were just clarifying the information needed to assess your claim.

dmg24

Mum2twins98 wrote: »

Thomas is 12 :eek:
So no he isn't in a care home

Sadly some people (including children) with severe autism are in care homes. I am not sure if you are associating care homes with older people - they are available to younger people also.

You are taking this personally, you need to understand that the DM has to assess your son's condition against set criteria. Therefore they have to ask these difficult questions.