PARLIAMENTARY DEBATE
NHS and Care Volunteer Responders Service - 19 May 2025 (Commons/Commons Chamber)

(Urgent Question): To ask the Secretary of State for Health and Social Care if he will make a statement regarding the volunteer and care service.

I thank the hon. Member for giving me the opportunity to speak about this topic and highlight the important role that volunteering plays in our health and social care system. The NHS has always benefited from the generous contribution made by volunteers, who play a vital role in supporting our patients, staff and services. We are grateful to the thousands of volunteers who donate their time to support the NHS in a wide variety of roles, from helping patients to leave hospital faster and settle in at home, to supporting emergency cardiac incidents and providing companionship to patients during end-of-life care.

The national NHS and care volunteer responders programme was first established as part of the covid response, and then adapted to respond to other organisational pressures. However, a model that worked well in that national crisis is no longer the most cost effective way of facilitating the important contribution of our much valued volunteers, so NHS England has recently taken the decision to close the current programme. Instead, a new central recruitment portal for NHS volunteers will be fully launched this year, providing opportunities for the current pool of volunteer responders to continue to play their part. Volunteers will have had that information emailed to them recently.

NHS England will also work with NHS providers that draw on the support of the volunteer responders programme to ensure that they are helped in developing other volunteering interventions that meet their service needs.

The roles of 50,000 additional volunteers who are recruited and supported by NHS trusts directly will be unaffected by the closure of this programme. That is in addition to many more thousands of volunteers who support the NHS either directly or indirectly via other local and national voluntary sector organisations.

Successive volunteering programmes in the NHS are primarily run locally by individual trusts and integrated care systems identifying the best opportunities for volunteering interventions that meet their specific service needs. That means local NHS action to build relationships with voluntary sector organisations and co-developing volunteering programmes and pathways that support patients, staff and NHS services. There will continue to be opportunities to strengthen and encourage innovation in NHS volunteering at national level. The Government recognise the need for sufficient and agile volunteering capacity and capability of support in particular scenarios, such as pandemics and flu seasons, when the health and care sector is particularly stretched.

Thank you, Mr Speaker, for granting this urgent question. At the start of the covid pandemic, NHS volunteer responders were set up to support vulnerable people. Following its success, the previous Government expanded the scheme into adult social care, forming a joint NHS and care volunteers programme. That service has mobilised more than 750,000 ordinary citizens who have completed more than 2.7 million tasks and shifts, including more than 1.1 million telephone support calls, 1 million community response tasks and almost 400,000 steward shifts. I saw at first hand as a volunteer and doctor during the pandemic that NHS and social care teams benefit from volunteer support, and I put on record my thanks to all those who give up their time to support those around them.

Out of nowhere, the Labour Government have decided to cancel this service at the end of the month. No tasks allocated after 31 May will be completed, seemingly leaving patients in the lurch. Has the Minister thought about the real-world implications of the additional pressure placed on NHS local authorities, the loss of institutional knowledge and the impact on vulnerable patients? What alternative measures are being put in place to support the people who were supported by volunteers? The Minister said that something would be put in place later this year, but when? Why leave a gap? The telephone helpline is open only until 31 May, so what happens if people need support after that?

Will the Minister explain why the decision was taken so suddenly and which Minister signed it off? The volunteer website says that the decision was taken due to financial pressures, so can the Minister tell us how much the scheme costs? What is that cost as a proportion of the total NHS budget?

The Public Accounts Committee report published last week on the reorganisation of NHS England was damning. The Secretary of State said he would

“devolve more resources and responsibility to the frontline, to deliver…a better service for patients.”—[Official Report, 13 May 2025; Vol. 763, c. 1286.]

However, cancelling the volunteer programme takes services away from the frontline. This seems to be yet another example of Labour rushing into decisions without thinking them through properly, and yet another promise broken by this Government at the expense of the most vulnerable people.

The hon. Lady is right to highlight the tremendous effort that went into establishing the programme very quickly at a time of great crisis, and to thank the hundreds of thousands of volunteers across the country who took part and stepped up. It was a huge effort to get the scheme running and we were all very grateful for it. Everyone learned a great deal from that; as I outlined in my initial response, we will be taking forward those lessons as we look at the role of volunteering in the future.

The hon. Lady says that the changes have come out of nowhere; they have not. We are looking critically across the piece as we fix the foundations of our NHS and ensure that it is fit for the future. We are looking at the most cost-effective means of delivering the same outcome, which is why we will be moving to a centralised portal for part of this work. We have emailed people about that; some people may not have scrolled to the bottom of that email, where there is an option to push a button to register their details, so that they will be updated as new systems come online and we can make sure that we do not lose that great volunteering spirit. That is about digital techniques for the future, using the most cost-effective means and developing clear outcomes.

Does the Minister agree with me that as we rebuild our NHS, volunteers at NHS trusts will not be used to plug gaps in service and staff will be allowed to focus on clinical matters?

I am happy to give my hon. Friend an absolute assurance. Volunteers support and complement the existing workforce; they do not replace it. Including volunteers signals a recognition of the important role they play in supporting staff, services and patients. Many hon. Members are volunteers and we have all seen how those volunteers can support the wider system. However, it is important that we keep our staff and respect their important roles.

I call the spokesperson for the Liberal Democrats.

I was a volunteer vaccination steward during the pandemic, and the Liberal Democrats are hugely grateful to the thousands of volunteers who have made a difference to the lives of patients and vulnerable people in their communities since the pandemic ended. Their compassion and commitment have been inspiring.

We are concerned that the end of the programme has been announced at extremely short notice; there will be no further shifts in just 12 days’ time. Will the Minister reassure the House that those currently receiving help from the volunteer scheme, such as collecting prescriptions or fetching shopping, will not be left high and dry after next Saturday? Has the Department conducted an impact assessment? If so, will it publish it? As with so many major decisions, such as dropping cross-party talks on social care or cutting funding for integrated care boards by 50%, it is concerning that the Government did not come to the House first to answer questions from hon. Members. Will the Minister reassure the House that these decisions will improve patient care and that they are not just a cost-cutting exercise dictated by the Treasury?

I thank the hon. Lady for her work volunteering and supporting the scheme during covid. The announcement is about NHS England. The organisation will continue to work with the NHS and voluntary organisations to ensure that where people are volunteering, that will continue, and that volunteers continue to be recruited, ahead of a fuller launch of the recruitment portal later this year. On her wider point, this Government are not dropping talks with other parties about social care, which is being taken forward by the independent commission under Louise Casey.

I pay tribute to all the volunteers across Calder Valley and the rest of the country who helped with the fantastic vaccine roll-out. Will the Minister confirm that despite scaremongering from the Conservatives, people will of course still be able to volunteer for the NHS and support others?

This is a good opportunity, which I very much welcome, to highlight again how important volunteering is to the NHS and the care system. It will remain an important part of our plans going forward that. People may have had an email and thought that something is stopping and that there is not more to do, but they should ensure that they press that button and register for upcoming opportunities and are in contact with their local NHS systems. As I said, volunteering is done locally, and it is important that we support those local systems and encourage more and more people to come forward to undertake this important work.

I pay tribute to some of the volunteers across my constituency, who make such a difference to people’s lives. The Minister will have noticed that polling by More in Common today found that more and more people feel disconnected from society. That is compounded by the fact that so many of our community spaces are struggling to make ends meet as a result of a combination of business rate changes, national insurance rises and energy price rises. Those health and care volunteers make such a difference by chatting with those who are lonely and vulnerable in my constituency. Has the Minister considered the impact of this decision, particularly in the interim period, on communities such as mine? What cost will not having this voluntary service to support people in their times of need drive into our health services?

I agree with the hon. Lady about the roles that people play, particularly by having conversations and connecting with people who feel disconnected. To be very clear, this decision is about particular arrangements: it does not mean that things are stopping across our country or with local health systems ensuring that volunteers are still available. We want to ensure that we use that knowledge in building systems for the future. I was very pleased to host a roundtable with organisations as part of our 10-year plan process. There are some fantastic ideas and opportunities out there to use the knowledge we have learned, particularly during covid, to use technology to link with people and to recognise where people are not linked by technology and ensure that they remain connected. All of that will form part of our future plans.

Before I ask my question, I draw attention to my entry in the Register of Members’ Financial Interests: I am an unpaid trustee of Helpforce, a charity that supports volunteering in health and care and works with more than 100 NHS partners to embed volunteering in trusts.

As we have heard, volunteers make a huge contribution every day across the country, giving their time and skills to free up doctors and nurses to focus on their clinical tasks. Helpforce runs a scheme called Volunteer to Career, which enables people to try out through volunteering before making the transition into a frontline healthcare career. Does the Minister agree that schemes such as Helpforce’s Volunteer to Career programme could play a huge role in filling some of the vacancies in NHS roles and that volunteers will play a central role in delivering the 10-year NHS plan?

I thank my hon. Friend for her work, expertise and knowledge. She is absolutely right—she almost pre-empted my answer—that embedding knowledge where it is needed in the frontline in our communities is exactly what we need to look to do, and we need to recognise where we can use volunteers well. We have micro-volunteering these days, which can help people to link in where it suits them, so that we can take advantage of people—I do not mean “take advantage”; that sounds bad. We can utilise people’s opportunities—perhaps they are working different or irregular shifts—so that they can give more, because we know that there is a great appetite out there to support the system more.

This appears to be another rather muddled decision from the Government. The Minister has acknowledged that these volunteers provide a vital service, but if they want to continue they now have the inconvenience of going to the new portal, registering and so on. Would it not have been better at least to maintain the current arrangements until a new alternative was in place? By the time we have provided extra support to medical professionals and so on during the interim, will it have saved any money at all?

I am afraid that I have to disagree with the hon. Gentleman—it is not muddled. The analysis undertaken by NHS England indicates that the current system is not providing good value for money, and we are making sure that we produce something better for the future. This Government will continue to act in the best interests of volunteers, patients and taxpayers in setting up the NHS of the future.

I congratulate all the volunteers in my constituency, who do a great job. Does the Minister agree that the huge increase in volunteers over the past few years is because the Conservatives ran down the NHS? Now they are in opposition, they can no longer run down the NHS, so they talk it down instead.

Well, we could—[Interruption.] Sorry, the hon. Member for Farnham and Bordon (Gregory Stafford) is chuntering from a sedentary position. I partly agree with my hon. Friend. Yes, the Conservatives did run down the NHS and we inherited a broken system, but volunteering has always been a really important part of the NHS and the care system, so I pay tribute to those people who come forward. It is both good for the system and the people they help, and for many individuals. We talked earlier about people feeling disconnected, perhaps as receivers of volunteering, but we know how valuable it is for individuals themselves to be giving and volunteering, and we want to see more of that.

This closure follows today’s no-notice closure of the special care baby unit and maternity unit at Yeovil district hospital, and comes amidst a crisis in our health services. I take the opportunity to thank the hundreds of NHS volunteers in Glastonbury and Somerton, who give millions of volunteer hours to the NHS, but with NHS trusts implementing staffing freezes to keep afloat, there does not seem to be any consideration of the impact that this closure might have. How will the Government ensure that patients do not lose access to vital support and suffer as a result of these changes?

The hon. Lady makes an important point: it is important to make sure that people do not suffer from changes and that the impact is minimised. As I said, the programme was not delivering effective value for money, and we think the future system will. We encourage more people to come forward, to increase the sustainability of volunteering in local systems.

It is no exaggeration to say that during the pandemic, thousands of constituents were helping out in volunteering roles with the NHS and across their community in Suffolk Coastal. Will the Minister reassure my constituents that those who want to play a part in volunteering can continue to do so? Perhaps she would outline the steps they can take to register their interest.

My hon. Friend is absolutely right. We want to make sure that people in her constituency and all our constituencies who have volunteered or who want to—those who perhaps could not at the time, but want to in the future—can do so. Those who are already on the system and have received an email can register via that portal, and we will make sure it is easy for people to do so in future.

I have been reminded by a note that people who volunteered in the very early weeks of the pandemic might have been on a slightly different system from those who volunteered later on, so I think there will be a slightly different process for them. We do not want to lose them. Those who have received an email can register through that portal, but we will make sure that more opportunities are available when that is launched, and I will be happy to update the House when that happens.

I take this opportunity to say a massive thank you to all the NHS volunteers across the country, but especially those in Westmorland. It was a privilege to join with them—alongside my children, actually—to deliver prescriptions during that period, but the work of the volunteers in the NHS is not over. In communities such as mine, we particularly depend on volunteer drivers to help people in rural communities who live hours away from hospital or from doctors’ appointments. As such, will the Minister take this opportunity to direct integrated care boards and trusts in Cumbria to support those volunteer drivers, so that volunteers are valued and patients are not isolated?

The hon. Gentleman makes an excellent point on behalf of his community, as well as rural communities more widely, about the role of volunteer drivers. We need volunteer drivers across a range of areas—in fact, my husband is out volunteering as I speak, driving for another charity. We need more of these people. There are plenty of opportunities for people who have time, and NHS England will continue to work with ICBs to make sure we take forward the best of what we already have into the rest of the NHS.

I thank the Minister for her answers so far. Prior to my election, I spent 23 years running a volunteer programme in the NHS, including during covid and the covid response. We should thank not only all the volunteers who have been involved, but those who run the volunteer programmes locally. Local infrastructure is important. It is all well and good having a national system, but where the infrastructure works well, the system works well. Where the system does not work well, it is due to lack of local infrastructure. What steps is the Minister putting in place to ensure that local infrastructure can support volunteering and make things better for all those who contribute?

I thank my hon. Friend for that contribution and her service in that role. She is absolutely right to highlight not just the people who come forward, but the people who run that local infrastructure. As I said in my opening remarks, much of this work is done at a local level. The learning we must take from what the national scheme did is how we bring that together in a crisis. We want to make sure that the learning is spread across the country and that we can use digital technology and a portal, where that suits the many people coming forward. She is absolutely right about local infrastructure and people to make sure things happen. They are best placed to know where the service gaps are and where the people are who can support them. They provide an important link. We will make sure that that is part of our 10-year plan.

I thank the Minister for her answers. The importance of the work of the voluntary sector in the NHS cannot ever be overstated, whether it is those who volunteer to help people find their way around the hospital maze, those who provide vital phone support and work within communities or the volunteers in hospital radio. It is a huge loss, and the question is clear: who will replace these volunteers and the support they have given, which has made such a difference to so many at a time of vulnerability when they need it most?

The hon. Member is absolutely right. We should be clear that the NHS and the care system need people. He is right about many hospitals being a maze and the importance of that friendly face to greet someone when they go into hospital. They are knowledgeable and know that most people go into hospital not for a good reason, so they recognise the anxiety people have when they enter those places. We know the cheer that is brought by hospital radio and so on.

I just gently correct the hon. Member: we are not losing the volunteers. This is a change to a contractual arrangement, so the volunteers are still there. We still want to make sure that they come forward, as we have discussed. Volunteering is more generally handled by local situations, and this is about the best way we can get the national system to spread into a local system. We need the local infrastructure, and we need to keep encouraging people to come forward. I hope that, as a result of this urgent question this afternoon, we are highlighting the role of volunteers and that more people will come forward.

I echo the comments made today about the huge contribution that volunteers make up and down the country, helping and supporting NHS staff, day in, day out. I declare a bit of an interest, as someone who similarly started their volunteer journey with the responders programme and continues now as a community first responder with my local ambulance service. Can the Minister reassure me that those who wish to continue to play their part and to carry on volunteering in other ways with the NHS can do so? Will she join me in taking the opportunity to encourage those who are interested in volunteering to check for opportunities with their local trusts?

We are learning so much about each other this afternoon, are we not? I am pleased to hear that that is how my hon. Friend started her journey, and I am so impressed that she is continuing to do that. I was out with the ambulance service last week talking to staff, who highly praised those community first responders. The work that she and others are doing is valuable, and I know she will continue to use that knowledge to feed into the work we want to do in the future.

I thank the Minister for answering the urgent question.

May I pay tribute to the many volunteers in Harlow, both those who supported people during the pandemic and, in particular, the Butterfly Volunteers who support people receiving end of life care at Princess Alexandra hospital? I feel emotional just thinking about that they do. We found that it was best to seek volunteers locally in Harlow, both through Rainbow Services and through the volunteer co-ordinator Della Nash, who is wonderful but who, sadly, was made redundant by the last Government. How can local charities and other organisations feed into the Government portal once it is up and running?

I thank my hon. Friend for what he has said, and I thank the Butterfly Volunteers. Supporting people at that really important end of life stage is hard and critical work, and I commend them for it. The local link is also critical: we need to ensure that people can be directed from the national system to local systems, through NHS England and perhaps—if it is appropriate, Mr Speaker—through the House. It is in the interests of local Members of Parliament for us to ensure that what we have learnt from the national scheme is continued into the local scheme, and, as my hon. Friend says, we need the local co-ordination and infrastructure about which we have heard this afternoon.

On a point of order, Mr Speaker. Notwithstanding the response to the urgent question that you were kind enough to grant, we still have no idea how long the gap in the service will last, or what will happen to the most vulnerable people who are using it. What other parliamentary mechanisms could I use to secure the answers to these questions?

I think that, in fairness, I cannot allow the debate to continue, which is what I think the hon. Lady is trying to tempt me towards. What I would say, however, is that I am sure that the good offices around her will give some very strong advice. I am sure that the Table Office and others will be able to advise her on how she can pursue this matter, and I am sure that those on the Front Bench have heard her point of order.