Case Study

I handle some sad cases, but the support is always there

8 Oct 2025

Psychiatric nurse Tiffany is a Functional Assessor with the Ingeus Health Assessment Advisory Service. She evaluates applications from people seeking Personal Independence Payments on behalf of the Department for Work and Pensions.

After six years in forensic psychiatry, supporting people with mental health needs who had been through the criminal justice system, she joined Ingeus in 2023. Immediately appreciating the “amazing culture” at Ingeus, she embraced her team’s support in what can be a challenging, and at times upsetting role.

“Some of the calls are sad and although you develop personal resilience, Ingeus fully supports me at work and away from my job, such as access to a private GP service. There is always somebody senior you can speak to for advice,” says Tiffany, who is based in Stockton-on-Tees.

“Even though I work remotely I don’t feel isolated. We have team calls every week to get to know colleagues and make it feel more like working in an office. The Ingeus management team has been so supportive, you feel recognised and valued and there are plenty of benefits.”

Tiffany began her career with Ingeus as a Functional Assessor, where her background in Mental Health Nursing fit perfectly. After two years, she became a Clinical Coach, mentoring new Functional Assessors through Stage 3 and helping shape their clinical standards. This experience gave her the confidence and skills to step into her current role as Clinical Support Lead, where she now oversees clinical performance and supports assessors in improving their quality and report writing.

“Members of my team also have useful experience and knowledge you can learn from. If I need advice on, for example, a respiratory condition, one of my colleagues can help. We also have physiotherapists on our team so can get advice on different conditions and injuries. Equally, if one of them doesn’t have a wide knowledge of mental health conditions or treatments, they will come to me.”

“It’s broadened my knowledge. It’s continual learning. Would I recommend working for Ingeus to other healthcare professionals? Absolutely – 100 per cent.”

As a mum, and somebody whose family members have weathered cancer diagnoses, Tiffany draws on her lived experience in trying to get the best, fairest outcome for applicants.

As a back office role, Tiffany does not interview people face-to-face but may call them or speak to their GP, nurses, or parents if she needs further details.

She adds: “You need to be confident talking to people but also compassionate; you might be calling somebody who has been diagnosed with a terminal illness for instance. The people, not the forms, are the focus of everything I do. The most rewarding part of the job is getting the best outcome for them. A good result is when I find an applicant meets the criteria for support to make their daily life easier.”

Ingeus began delivery of the Health Assessment Advisory Service across the South East, London and East Anglia in September 2024. The assessments are designed to understand how a person’s illness, health condition or disability affect their daily lives. The Department for Work and Pensions makes the final payment decision based on the team’s reports.