Recommendation 25

MHCLG considered that it established a communication strategy that took all reasonable steps to reach people.58 DHSC explained how it used a ‘multi-channel’ approach to communicate with clinically vulnerable people: its preference was to contact people using letters first as it considered letters used the highest-quality contact records, followed by email, and then a telephone call. DHSC highlighted that it also relied on GPs to make sure that the necessary contact was made.59 We asked DHSC why such a large proportion of vulnerable people have incomplete patient records. DHSC responded that it is difficult to make sure phone numbers are up to date, as a ‘surprisingly large number’ of people change their phone numbers quite often. It said that NHS records are ‘only as good as what patients provide’.60 The NAO also reported how local authorities struggled with inaccurate contact data which created additional work and potentially delayed getting support to those who needed it.61