Source · Select Committees · Health and Social Care Committee
Recommendation 11
11
Accepted
Ensure continued availability of non-digital channels for patient access to services
Recommendation
Many patients could benefit from encouragement and support to use digital services that might not initially be their first choice, but there will be some patients who continue to prefer physical channels. The Department and NHS England must ensure that non-digital channels remain available, especially as it develops and implements its digital offer. (Paragraph 67) Digital transformation in the NHS 37
Government Response Summary
The government states that patients unable to use digital channels can already continue to access services via telephone and traditional face-to-face services, and describes past and ongoing programmes to support digital skills.
Government Response
Accepted
HM Government
Accepted
We are striving for digital services to improve access, outcomes, and experience for the widest range of people, based on their preferences. Patients unable to use digital channels can continue to access services via telephone and through traditional face to face services. We have successfully run a number of programmes to support patients, carers, and health service staff with their digital skills. These include: • NHS App ‘Spoken Word’ Pilot project was designed to test the efficacy of promoting NHS digital health products and services in languages other than English, to underrepresented, ethnically diverse communities (notwithstanding that the products or services themselves are in English). The level of engagement suggests an encouraging degree of receptivity in relation to ‘spoken word’ communications, even if the digital products are only available in English. • Digital Health Champions programme was a proof of concept to support citizens who have no or low digital skills with understanding how to access health services online. It comprised an online learning and support platform to train people to become ‘digital health champions’ who can then “train” or familiarise local communities about NHS health resources and how to access NHS Services, particularly in Primary Care. • The Widening Digital Participation (WDP) programme ran from 2013 to 2020. This programme aimed to ensure more people have the digital skills, motivation and means to access health information and services online. The results from the phased programme with 220,000 participants in phase 1 (2013–16) and a further 166,162 in phase 2 (2017–20). Digital channels can also help reduce pressures on staff so that they have the time to support patients who prefer to use traditional services. For example, NHS England is rolling out a suite of materials to support awareness and adoption of existing, new and improved features in the App, including ‘how to’ guidance for GP practice staff and accessible content for patients—with clear messaging around the ease and benefits of use. This messaging will also form the basis of regional and national campaign opportunities and help to support frontline staff with NHS App rollout.