Question to the Department of Health and Social Care:

To ask the Secretary of State for Health and Social Care, what assessment his Department has made of the potential impact of low digital literacy on patients' ability to access GP services.

General practices (GPs) are independent businesses that hold contracts with the National Health Service to perform essential services to the public. As a part of this contract, we require practices to provide online consultation tools. Online consultation tools are designed to accommodate a wide range of patient needs. They improve accessibility of booking appointments, requesting repeat prescriptions, and simplify the registration process by allowing patients to engage with their practice remotely, without the need to attend in person.

All digital tools used in primary care must meet minimum functionality standards set by NHS England, helping to ensure a consistent and high-quality user experience. Primary care providers are also required to comply with the Accessible Information Standard. This ensures that online services are both accessible and user-friendly, supported by standardised, intuitive digital platforms that meet patients’ diverse needs.

However, we understand that not all patients can or want to use these services. To ensure that patients aren’t digitally excluded, the GP Contract is clear that patients should always have the option of telephoning or visiting their practice in person, and all online tools must always be provided in addition to, rather than as a replacement for, other channels for accessing a GP. Practice receptions should be open so that patients without access to telephone or online services are in no way disadvantaged.

The Government has committed to guarantee a face-to-face appointment for all those who want one. The NHS is clear that GPs must provide face-to-face appointments, alongside remote consultations, and patients’ input into consultation type should be sought and their preferences for face-to-face care respected unless there are good clinical reasons to the contrary.