Public Services: Online Communications

Lord Scriven Excerpts

Tuesday 2nd December 2025 Lords Chamber

[Lord Leong (Lab)]

My Lords, absolutely: digital progress must never mean less choice. The NHS continues to provide face-to-face routes, telephone access and supported appointments for those who need them. We are investing in accessible contact centres, clearer phone menus and trained staff who can guide patients through the next steps. At the same time, we are improving simpler digital options for those who want them. In line with the action plan, we are keeping non-digital routes open and strengthening assisted support.

[Lord Scriven (LD)]

My Lords, the Minister needs a reality check. For many people, moving to digital is not acceptable. The NHS 10-year plan moves from analogue to digital, with more services moving to the NHS app. For people with a learning disability, issues regarding poor communication come to light at present only at inquests, not through central government monitoring. What new central monitoring will the Government introduce to make sure that existing communication meets vulnerable people’s needs, rather than moving to digital, which will cause further problems?

[Lord Leong (Lab)]

The noble Lord makes an interesting point. That is why I mentioned earlier that my noble friend Lady Armstrong is working right across government departments to bring everybody together, look at what is available and ensure that nobody is excluded from digital services. As I said, the current situation where someone can speak to a human being is still there, and it will be there. Voice-activated menus will also still exist.