Question to the Department for Transport:

To ask Her Majesty’s Government whether they will take steps to ensure that the Driver and Vehicle Licensing Agency improves its communications in line with the recommendation set out in the Parliamentary and Health Service Ombudsman's report <i>Driven to Despair</i>.

The Driver and Vehicle Licensing Agency (DVLA) had made significant improvements in this area prior to the publication of the Parliamentary and Health Services Ombudsman’s report.

The DVLA worked closely with doctors and other medical professionals to improve the guidance for medical professionals to use when assessing fitness to drive. The revised guidance was published in March 2016 and has been very well received by medical professionals. Revised guidance for the general public on the medical standards for driving was published in October 2015

The DVLA has re-written customer facing letters to make them clearer and easier to understand. Officials have also reviewed and re-written letters to medical professionals to make them as clear as possible, helping to ensure that the DVLA receives the information it needs as quickly as possible.

The DVLA has also carried out a pilot which saw posters introduced into around 100 GP surgeries in the Birmingham area. The posters emphasise to patients the importance of speaking to their doctor about whether they should declare a medical condition to the DVLA. Doctors were also provided with letters to give to patients if they had discussed declaring a medical condition to the DVLA.

The DVLA has a dedicated team responsible for continuous improvement of communications and services, including an ongoing review of customer facing literature.