Railway Ticket Offices

Debate between Anthony Mangnall and Chris Loder

Wednesday 13th September 2023 Westminster Hall

[Chris Loder]

I thank my right hon. Friend for his contribution and support.

There is a significant Access for All bid in for Dorchester South, for a new footbridge to make the station accessible. What company of any moral standing would propose a reduction in staffing hours of 55% when half the station is inaccessible, and when the company refuses routinely to change the platform to help those in the greatest need?

Typically, when we buy our tickets online through retailers such as the Trainline, we assume that they are working in our best interests as fare-paying passengers, and that they automatically search for the cheapest fare possible, perhaps through something called a split ticket. I can tell the House today that that is not the case, and I shall offer an example or two.

The cheapest way for rail passengers to get from London to Plymouth is to travel via London Waterloo and change at Exeter St David’s. They should buy a ticket from Waterloo to Axminster, and another ticket from Axminster to Plymouth, which in total will cost £93.90 for a return, and with a railcard just £64.50. Any Members present with a smartphone should feel free to have a look for themselves. I checked this before the debate. If they enter London to Plymouth on the Trainline, they will be given the option of taking the 10.04 am from Paddington to Plymouth, and offered a ticket for a staggering £158.70. That is almost £100 more than the cheapest alternative, which is actually on the 10.20 am from Waterloo to Exeter, and then change.

Why is that? It is because anti-competitive online digital algorithms have been set to block certain ticket combinations, in this case on the Waterloo to Exeter line. To be fair, it is not just on the Trainline app that this happens. Those who want to should have a look on South Western Railway’s website and try to book the same fare. Put in those details—why not even try specifically to put London Waterloo to Plymouth? It will not give them the cheapest combination either; it will send them to Paddington and make them pay more.

Do not think that the issue is reserved to the south-west alone. This time last year, I called out Avanti West Coast and the Trainline for similar behaviour on the route between Manchester and London, where the supposed walk-up fares were quota-controlled if bought online. If the ticket quota had sold out, the customer would be redirected to a more expensive online fare, or the cookies on their smartphone would tell the system that they wanted that ticket and it would automatically charge them more.

[Anthony Mangnall (Totnes) (Con)]

My hon. Friend seems to be describing my journey home this evening. He is outlining the reason why we need people in our ticket offices: so that we can ask for advice and guidance, how to get about, and how to navigate the system, which is so badly orchestrated for those buying tickets online. Can he go further in telling us how we might provide a solution for that system?

[Chris Loder]

My hon. Friend is taking the concluding words of my speech out of my mouth.

If a customer went to the ticket office, where the regulations require that the cheapest ticket is to be sold, they could indeed buy the cheapest ticket there at the advice of someone in the ticket office. What is really disgraceful about all this is that the issue I highlighted on the west coast main line this time last year happened during the period of Her late Majesty Queen Elizabeth II lying in state, when so many people wanted to travel to London. It is pure commercial disdain, and it makes me sick.

Frankly, this is a scandal. After the debate, I will be writing to the Competition and Markets Authority to ask it to investigate, and I hope the Minister will do so as well. If any other Member, regardless of which side of the House they sit, would like to co-sign my letter, I will be delighted to hear from them after this debate.

I remind the House that I am here to make the case for station staffing hours to be maintained, not just because we need these experienced and knowledgeable members of staff, but to ensure that, in this cost of living crisis, passengers can get the cheapest fare, rather than rely on manipulative apps and online digital prices that overcharge them. The one person who can be trusted to provide the cheapest fare is the ticket office clerk.

Proposals for reform should not just improve efficiency; they should enable a growing railway for the future and access for all. The Secretary of State kindly gave me the assurance last week in my Westminster office that the sort of duplicity that is being proposed could be vetoed. Those of us here are making that point on the record; I hope the Minister will be able to concur.

I am not averse to reform. In fact, it is important to recognise that I think it is good, but, as the constituency MP for West Dorset, I request that the Minister stops these ridiculous proposals from South Western Railway and ensures that we do not see a reduction in staffed hours at Sherborne or Dorchester South. I expect other Members will make similar requests.

NHS Dentists: South-West England

Debate between Anthony Mangnall and Chris Loder

Wednesday 24th May 2023 Westminster Hall

[Chris Loder]

I thank my hon. Friend for her kind intervention, and I wholly agree. Her constituency of North Devon is not dissimilar to mine; we share many challenges and many wonderful things. I am sure the Minister has heard what she has to say, and I look forward to his contribution.

Without a dental school in Dorset, recruitment continues to be a real problem, as staff often leave the county, and indeed the region, after receiving their training. That leaves Dorset residents short-changed, especially given that our council tax is among the highest in the country.

The third impacting factor is the backlog following the covid-19 pandemic. We are all well versed in that, but I wonder whether we fully appreciate the pressure on dental services since then. It is estimated that as many as 40 million NHS dental appointments have been lost since the start of the pandemic, and that is exacerbated by the fact that 45% of dentists in England have reduced their NHS commitments since the start of the pandemic, which puts more pressure on an already strained system. A reported 75% of dentists say that they are thinking of reducing their NHS commitment this year, so it is important to look at what needs to be done to help the dentists still committed to NHS work and the people up and down the country—particularly in the south-west—who rely on those services. To my mind, there are two primary actions: contract reform and quick investment.

There are clearly a number of issues with the NHS dental contract, as we have said. I recently wrote to all 17 dental practices in my constituency, and I am in regular dialogue with the local integrated care board, and they all tell me that the dental contract needs urgent reform. It seems that the current terms of the contract make it incredibly difficult for local boards to recruit new dentists to meet local demand. I worry that the situation for our integrated care boards is not sustainable and could become worse.

The contract also seems to include irregular and sometimes near-nonsensical patterns of remuneration, which are undoubtedly playing on the minds of dentists considering their commitment to NHS work. For instance, dental practices are often remunerated for one filling only, regardless of the number of fillings needed for a given patient, which reduces the incentives for dentists to stay working with the NHS. That cannot be right.

Behind-the-scenes work is often missed when the work that a practice has carried out is calculated. For example, if a patient were to require one X-ray examination, two fillings, one extraction and two appointments for root treatment, that would total more than four hours of clinical time and would be counted as five units of dental activity or UDAs, which is the way that the NHS measures practice activity. Not included are the cost of materials, the nurses’ time setting up the procedures or the receptionists’ time booking the appointments and chasing patients should they not attend, all of which are hidden from the current contract. Transparency is key. As part of a wider reform of the NHS dental contract, West Dorset constituents who have got in touch with me would appreciate greater transparency in the requirements for such treatment.

One of my constituents recently had an abscess in their jaw. Like many in that situation, they called the nearest dental practice. As I said earlier, there was a 22% chance that they would be told that the practice had gone private, a 42% chance that they would be told that it was closed to new patients, and a 50% chance that they would be added to a 12-month waiting list, leaving them with an abscess until this time next year. Fortunately, those things did not happen. My constituent got through and made an appointment, although the dentist informed them that they did not regard the situation as an emergency, so my constituent was forced to go elsewhere, which reset the clock on their waiting list.

The dental practices that have contacted me have also shared stories of the abuse that their staff receive on a daily basis due to the lack of capacity, of how 111 continues to tell people to call their dental practices despite them not holding emergency contracts with the NHS, and of how the unfair UDA system acts as a direct negative contributing factor to the current situation faced by NHS dentistry.

Reformation of the service is clearly vital. When we previously debated the Health and Care Act 2022, I said that simply throwing money at the problem will not make it go away. Yet funding is, of course, the other vital area of improvement in this equation. Between 2010-11 and 2021-22, total funding for dental services in England fell by 8% in real terms, from £3.36 billion to £3.1 billion. Further, where practices have underperformed in the past, NHS England have not released the funding, resulting in an underspend of the national dental budget. I therefore urge the Minister to maintain his commitment to reforming the unpopular 2006 dental contract, to make vital and necessary changes to unfair remuneration, and to act before the situation gets any worse and more dentists are lost. That is very important.

[Anthony Mangnall (Totnes) (Con)]

I apologise for interrupting my hon. Friend’s concluding remarks. Does he agree that it is also worth considering whether we can improve the role of dental therapists so they can take on some of the roles, whether the £50 million underspend in the south-west should be delegated across the whole area to deal with that issue, and whether those graduating from the Peninsula Dental School—something we are proud to have in the south-west—should be encouraged to stay in the area, given that the demand there is greatest? Above all, given my hon. Friend’s excellent speech and the points he has made, does he agree that the dental recovery plan, which we have been promised and for which we have been waiting for too long, must be brought forward immediately?

[Chris Loder]

My hon. Friend gives me no chance to do anything other than agree. He is right. I hope the Minister is hearing loud and clear from the south-west that we cannot go on with this situation. There is no need, especially when we have dental underspends, for us not to take advantage of those opportunities as they arise. I also agree with him that we need to find more new and innovative ways of solving the issue and help a broadly willing dental team across the south-west.

To conclude, I urge the Minister to take note of all that I have said and what all my hon. Friends and hon. Members will have to say. I will also leave the Minister with a clear idea of what we need in West Dorset. First, I understand that there are plans for a substantial dental school in Dorset. I am pleased to hear that and am eager to lend my support. Can the Minister share more details? Secondly, NHS 111 needs to understand the situation of our dental practices and stop directing frustrated patients to those practices’ already swamped telephone systems, causing busy staff to receive unnecessary abuse for problems that are not necessarily within their power to fix. Finally, the contract and the amount of compliance within it, as my hon. Friend the Member for Totnes (Anthony Mangnall) pointed out a moment ago, needs an immediate review and immediate reform. Otherwise, we will continue to lose NHS dentists and the situation will worsen dramatically. I look forward to hearing from my hon. Friends and hon. Members in this debate and, indeed, the Minister at the end.