Question to the Department for Transport:

To ask Her Majesty’s Government what action they are taking to address the recommendations in the Parliamentary and Health Service Ombudsman's report <i>Driven to Despair</i>.

The Driver and Vehicle Licensing Agency (DVLA) had instigated a significant programme of improvements to the services offered to medical customers in 2014, prior to the publication of the Parliamentary and Health Services Ombudsman (PHSO)’s report. Significant progress has been made and the DVLA continues to concentrate efforts in this area.

The government accepted four of the six recommendations made by the PHSO. The DVLA’s Chief Executive has apologised and paid appropriate compensation to the eight customers upon whom the PHSO based its report. More staff and medical advisers have been recruited, which has led to significant improvements in the time taken to deal with medical licensing applications. The DVLA has also introduced a service which allows motorists to notify certain medical conditions online. This system will continue to be developed and improved over time.

The DVLA has also significantly improved communications in this area. Letters to medical professionals and customers have been re-written to make them clearer and officials have worked closely with doctors and medical professionals to publish revised online guidance.

The government does not accept the PHSO’s recommendation to put in place arrangements so that others affected by the issues identified can seek financial redress. The DVLA has a well established compensation scheme which conforms to HM Treasury guidelines. The PHSO’s report was based on only eight cases dating back to 2009 and the DVLA has dealt with more than four million medical applications since then, the vast majority of which have been handled efficiently and without issues. The government does not believe that it is proportionate to introduce further arrangements in this area.

The government also does not accept the PHSO’s recommendation relating to medical standards for driving. The existing medical standards for driving are based in law and are devised and agreed by medical experts. The legislation underpins the actions DVLA takes in relation to driver licensing decisions. The DVLA also takes advice from six medical advisory panels composed of relevant experts to inform decisions about the health standards required for safe driving.