Oral Answers to Questions

Kieran Mullan Excerpts

Tuesday 9th June 2026 Commons Chamber

[Preet Kaur Gill]

I am aware of the concerns that the hon. Member raises. NHS organisations on both sides of the border are working together to improve access for patients. NHS England is working closely with NHS Scotland to improve the compatibility of patient records. I believe that they must do much more and I would be happy to meet him to discuss that further.

[Dr Kieran Mullan (Bexhill and Battle) (Con)]

2. What steps he is taking to maintain non-digital access to primary care.

[The Minister for Care (Stephen Kinnock)]

We know that some patients prefer not to use online services. Online tools complement rather than replace existing routes, such as telephone or walk-in access. The GP contract requires online access to be available during core hours, which eases pressure on phone lines and reception staff as non-digital routes to access care. Under this Government, patient satisfaction with GP access has risen from 61% to 75%.

[Dr Mullan]

I understand why making use of the NHS app and online appointments is sensible and works well for many patients, but I cannot be the only MP to have heard from constituents—you may even have heard from your constituents, Mr Speaker—who struggle with that. They may not have a smartphone. I have met many elderly patients who simply cannot make use of online forms and too often GP practices do not make it easy for them to make appointments by telephone or by walking in. It is important that the Government make it crystal clear to all our GP providers, who I know are doing their best, that no matter how far we go with digital innovation, our patients must always be able to access primary care through traditional routes, such as making an appointment by telephone or by walking in.

[Stephen Kinnock]

I am in violent agreement with the hon. Gentleman, which is quite unusual. We are clear that patients should not be digitally excluded. The contract is clear that patients should always have the option of telephoning or visiting their practice in person. All online tools must always be provided in addition to, rather than as a replacement for, other channels for accessing a GP. In the past year, since April 2025, some 11.5 million more GP appointments have been delivered.