Keeping every door open: Ensuring access beyond digital in health and care
Download (PDF 279.74 KB)Summary of report content
Healthwatch Leeds compiled a briefing on people's attitudes to digitalisation of health services in the light of the NHS 10 year plan focussing on the shift from analogue to digital health services.
Digital healthcare has the potential to offer convenience and efficiency, but for many, digital exclusion creates significant barriers to care.
Many services assume their users have the digital access, skills, connectivity, and confidence to use digital technology. However, those unable to use digital services can struggle to book appointments, access prescriptions, or receive timely medical support. This is especially true for older adults, people with disabilities and communication needs, people with low literacy, language barriers or on low incomes, and socially excluded groups.
When healthcare services rely too heavily on digital systems without alternatives, existing health inequalities worsen, leaving some without essential care.
To ensure equitable access, healthcare must offer both digital and nondigital options. Digital inclusion initiatives can help people develop confidence and skills, but services must also maintain accessible, offline pathways.
Without this balance, the shift towards digital risks widening disparities in healthcare access, making it harder for the most vulnerable to get the care they need.