. The Department of Health and Social Care and NHS England are working to establish a new online service which will deliver online elective services as part of the NHS, referred to as the Online NHS Trust. Local Healthwatch have been asked to share their views as part of the consultation process.

As the home of Healthwatch Kingston upon Thames, New Dialogue has responded, championing the experiences of local people to raise concerns around digital accessibility and the challenges for people with communication support needs, ask questions about the safeguarding process for online appointments, and highlight the value that people place on compassionate, person-centred experiences.

Our response was shaped by the experiences we have heard from local communities, families and individuals about their health and care needs, and what services can do to support them.

Local people have different perspectives about digital services. For some, digital services offer convenience, while others prefer face-to-face interactions, with trusted professionals. The Online NHS Trust offers the potential for flexible and accessible appointments, allowing patients to connect with specialists across country.

However, the new service must be properly resourced. It is essential that digital services expand choice, not limit it. If online services are not introduced alongside serious improvements to the accessibility and availability of in-person services, they risk becoming the de facto pathway and may potentially mask system strains by bolstering appointment numbers.