Digital inclusion report
Download (PDF 5.05 MB)Summary of report content
Healthwatch Cambridgeshire and Healthwatch Peterborough's community researchers undertook a survey on digital inclusion barriers. They heard from 398 people.
Key findings:
People had a mixed user experience. They preferred human interaction.
Some people experienced difficulties in accessing digital services due to a lack of internet access, poor literacy or disability related issues.
People used digital services for booking appointments and ordering repeat prescriptions. But they found it difficult to do so due to limited time slots.
People weren't comfortable with a fully digitised health service. They expressed concerns with online triage services. Respondents want the ability to choose between digital, telephone, and face-to-face interactions based on their preferences. This reflects a desire for a flexible and personalised approach to healthcare services.
People wanted digital health services to be accessible for individuals with diverse needs. Participants frequently mention the desire for a single app or website that consolidates all health-related information and services. This includes integrated access to medical history, appointments, prescriptions, and educational resources.
Many respondents express a desire for training and guidance on how to use online services effectively, especially for older individuals or those less familiar with technology.
There is a consensus that digital health services can be improved. Users call for simplification, clarity in instructions, and enhancements to user-friendliness.