Commons Sense

House of Commons · Ministers' Questions

Primary Care: Non-digital Access

Tuesday 9 June 2026 · 3 questions

Summarised by AI from the official record, so it can contain mistakes.

Read the full transcript on Parliament.uk

At a glance

Answered 0 Partly answered 3 Not answered 0

Key points

  • Kieran Mullan asked about maintaining non-digital access to primary care for patients without smartphones.
  • The Minister stated that online tools complement existing routes like telephone and walk-in access.
  • Christopher Vince thanked staff at Princess Alexandra hospital and asked about improving GP access.

Topics (select to filter)

Questions & Answers

Q1 Kieran Mullan Con Bexhill and Battle
NHS
Context

The question arises from concerns about elderly patients who struggle with digital tools, preferring traditional methods such as telephone or walk-in appointments.

Question

What steps he is taking to maintain non-digital access to primary care. I understand why making use of the NHS app and online appointments is sensible and works well for many patients, but I cannot be the only MP to have heard from constituents who struggle with that. They may not have a smartphone. Many elderly patients simply cannot make use of online forms and too often GP practices do not make it easy for them to make appointments by telephone or by walking in.

Answer from Stephen Kinnock

We know that some patients prefer not to use online services. Online tools complement rather than replace existing routes, such as telephone or walk-in access. The GP contract requires online access to be available during core hours, which eases pressure on phone lines and reception staff as non-digital routes to access care. Under this Government, patient satisfaction with GP access has risen from 61% to 75%. I am in violent agreement with the hon. Gentleman. We are clear that patients should not be digitally excluded. The contract is clear that patients should always have the option of telephoning or visiting their practice in person.

Partly answered

Not addressed: The answer acknowledges the issue but does not provide a specific commitment on clarifying to GP providers that non-digital routes must always be available.

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Q2 Kieran Mullan Con Bexhill and Battle
NHS
Context

Continuing the discussion on digital exclusion among elderly patients, the questioner highlights challenges faced by constituents in accessing GP services through traditional means.

Question

I understand why making use of the NHS app and online appointments is sensible and works well for many patients, but I cannot be the only MP to have heard from constituents—you may even have heard from your constituents, Mr Speaker—who struggle with that. They may not have a smartphone. I have met many elderly patients who simply cannot make use of online forms and too often GP practices do not make it easy for them to make appointments by telephone or by walking in. It is important that the Government make it crystal clear to all our GP providers, who I know are doing their best, that no matter how far we go with digital innovation, our patients must always be able to access primary care through traditional routes, such as making an appointment by telephone or by walking in.

Answer from Stephen Kinnock

We know that some patients prefer not to use online services. Online tools complement rather than replace existing routes, such as telephone or walk-in access. The GP contract requires online access to be available during core hours, which eases pressure on phone lines and reception staff as non-digital routes to access care. Under this Government, patient satisfaction with GP access has risen from 61% to 75%. I am in violent agreement with the hon. Gentleman. We are clear that patients should not be digitally excluded. The contract is clear that patients should always have the option of telephoning or visiting their practice in person.

Partly answered

Not addressed: The answer acknowledges the issue but does not provide a specific commitment on clarifying to GP providers that non-digital routes must always be available.

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Q3 Christopher Vince Lab Co-op Harlow
NHS
Context

The question arises from the recognition of innovative work at Princess Alexandra hospital's OPAL ward, supporting elderly patients transitioning from A&E to home or other wards. The questioner seeks support for these patients who may struggle with digital tools.

Question

I thank the staff at Princess Alexandra hospital in Harlow, particularly in the older persons assessment and liaison ward, where elderly patients are transferred from A&E and supported to either return home or transfer to different wards, another example of where Harlow is leading the way. How can we work together to support patients, like those on the OPAL ward, to access primary care if they are not confident in using some of the online tools that have been mentioned?

Answer from Stephen Kinnock

Once again, my hon. Friend has done a great job promoting Harlow, as we are all familiar with him doing in the House. We are improving GP access across the board. We have over 2,000 more GPs since July 2024 and we are launching a £102 million fund to build more clinical space in over 1,000 GP practices across England.

Partly answered

Not addressed: The answer discusses improvements but does not address the specific ask about supporting elderly patients who lack confidence in digital tools.

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