Source · Select Committees · Public Accounts Committee
Recommendation 25
25
MHCLG considered that it established a communication strategy that took all reasonable steps to reach...
Conclusion
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
Government Response
Not Addressed
HM Government
Not Addressed
5.2 The government disagrees with both the Committee’s conclusion and recom- mendation. People who are clinically extremely vulnerable have been identified by the NHS through clinical records. The government has taken all reasonable steps to alert CEV individuals to shielding guidance and support, including the 1.7 million additional individuals who were advised to shield in February 2021. A letter is sent to all CEV people whenever shielding is introduced, as well as an email where an email address is available. This includes information on the support available and how to register need. CEV people, or someone on their behalf, were able to register on–line through the National Shielding Support Service (NSSS) or contact their council. Councils have also carried out proactive communications to their clinically extremely vulnerable citizens. After July 2020, the Shielding Framework stipulated that councils should contact people who are clinically extremely vulnerable who had recently been added to the SPL, those who registered support needs on the NSSS website and those previously in receipt of support. 5.3 Some people who are clinically extremely vulnerable made a personal choice not to register their support needs; intelligence from local councils gave assurances that most were able to remain self-sufficient and many did not want to be contacted. Regular outcomes data were collected from councils from November 2020 onwards. The figures confirmed that councils were supporting approximately three times more people than had requested support through the NSSS, which provided assurance that they were meeting the needs of their clinically extremely vulnerable populations.