NHS: Digital Technology
The question
To ask the Secretary of State for Health and Social Care, what steps is his Department taking to help ensure that patients who cannot access digital services are still able to obtain timely updates on referrals and care pathways.
Answered by Dr Zubir Ahmed
National Health Service organisations must ensure all patients have equitable access to care, and that decisions or policies do not unfairly disadvantage people or lead to an increase in inequalities. All NHS organisations are legally obliged to not discriminate against patients or staff.
This means that although we promote digital first services to those who choose to use them, a non-digital solution should be available for patients who cannot or do not wish to engage digitally to ensure continued, equitable access to care.
These non-digital routes must be available for all services provided by NHS organisations.
NHS England’s guidance makes clear that services must continue to provide updates through non‑digital routes, including phone, letters, and face‑to‑face contact. The Accessible Information Standard also requires NHS bodies to give information in formats that meet individual needs. These arrangements ensure patients who cannot use digital tools still receive timely updates about their referrals and care.
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