Public Services: Online Communications

Lord Cashman Excerpts

Tuesday 2nd December 2025 Lords Chamber

Asked by

[Lord Cashman]

To ask His Majesty’s Government what steps they are taking to ensure that adults with learning and communication difficulties are not left isolated or disconnected because of increasing reliance on online communications for access to public services, particularly within the NHS.

[Lord in Waiting/Government Whip (Lord Leong) (Lab)]

My Lords, digital inclusion is a priority for this Government, which is why we launched the Digital Inclusion Action Plan. It sets out immediate steps to boost inclusion for everyone, including people with disabilities. In the NHS, we recognise that some patients may struggle or prefer not to use digital routes. That is why GP practices are required to maintain traditional methods of access, while digital health services are being designed to be inclusive, accessible and easy to navigate.

[Lord Cashman (Non-Afl)]

My Lords, I thank the Minister for the reply, but the reality, I am afraid, is very different. The negative effects on vulnerable people and people with learning difficulties accessing services online is deeply problematic. Many do not have access to the internet. Some cannot read or write. Others simply do not have capacity to deal with online programmes and apps. Many are isolated, in poor health and desperately in need of support, yet cannot get it because of these online obstacles. Will the Government improve online access for these people and others, and make it easily and widely available? Will they adopt more voice messaging and voice prompts, as well as simple-to-use spoken menu options and, indeed, dare I say, the option to speak to a human being? These issues of online access must be addressed if we are to tackle the hopelessness that is growing around access to public services, and particularly access to services within the NHS.

[Lord Leong (Lab)]

My Lords, I thank my noble friend for that. We recognise that not everyone can manage complex digital systems—we acknowledge that—and that some vulnerable people risk becoming cut off as services change. Departments across government are reviewing digital pathways to make them simpler, clearer and supported by voice prompts, as the noble Lord mentioned, and voice-activated tools. We are also expanding easy-to-navigate menus and keeping the option to speak to trained staff. We aim to give people the support they need and to keep every route open, not closed.