Access to digital technologies: people's experiences of digital health and care options
Download (PDF 1.36 MB)Summary of report content
Healthwatch Gloucestershire undertook research into people’s experience of accessing and using digital health and care technologies. They spoke to local stakeholders to understand people’s experience of digital exclusion, ran a survey, undertook focus groups and interviews and assessed the content of NHS Gloucestershire websites. 93 people completed the survey.
Key messages:
- People may be digitally excluded in three main ways:
- Infrastructure - no/poor broadband access
- Hardware - no access to a computer, smart phone, or tablet
- Skills/confidence - not knowing how to use available technology.
- Gloucestershire’s Digital Divides report’s mapping tools identified high risk areas for digital exclusion in every district of Gloucestershire.
- ‘Digital by default’ is not acceptable as some people in Gloucestershire have digital barriers, and for some, digital inclusion is not appropriate.
- GP text messages and emails are generally well received by people and found to be really useful.
- GP online prescriptions and the NHS App have multiple login issues and are inconsistent from practice to practice with the information they provide.
- Around two thirds of people use a smart phone as their main device for accessing digital options.
- Online connectivity around Gloucestershire varies and is generally poor in rural areas.
- For people on low incomes the devices and running costs may need to be provided for them.
- Websites and Apps need to be accessible for people with disabilities, such as sight and hearing impairment.
- The language used on websites needs to be simple and straightforward.
- Website search boxes on NHS sites should be easier to use and the sites more intuitive to navigate.
- Digital hub community partners are key to helping support and train people with digital skills and confidence barriers.
The report contains 18 recommendations on digital exclusion considerations, working with partners to improve digital literacy, a joined up approach to digital inclusion, website design, how GPs should use tech to communicate with patients, the cost of living and online safety.