Making digital care accessible to all

The digital divide is the gap between people in society who have full access to digital technologies (such as the internet and computers) and those who don't. 21% of the UK population don't have the basic digital skills to use the internet and this can prevent them from accessing the services they need. If patients are unable to use them, new digital healthcare tools can’t fulfil their purpose.

Unfortunately, due to the cost-of-living crisis, the divide is only worsening. 32% of NHS leaders believe it has significantly impacted the accessibility of digital healthcare services.

So how can we use technology to build a more equitable NHS that can reach all patients?

We need to stop vulnerable people becoming digitally isolated due to its impact on their independence. I know an elderly person who ended up in hospital because they couldn’t reach their doctor by phone to order repeat medication. This acute admission put extra pressure on the NHS, and impacted their independence which could’ve been avoided if the person had the digital
access and skills to order
their prescription online.

^{Sharon Sanders,
Digital Inclusion Program Manager,}
^{Bradford Council}

Bridging the digital gap

The NHS App emerged as a cornerstone in the move to integrated patient care, and adoption substantially increased from 2020 onwards as more patients accessed online services.

But not every patient has the ability to access the app. Uneven patient registrations are particularly evident in areas with the most economically disadvantaged practices, where uptake lags by 25%.

Resolving this inequality hinges on patients having access to the right technology, training and skills to effectively interact with NHS services.

92% of the healthcare leaders surveyed agree. They see improvement of digital skills as crucial to enabling proactive and preventative care. By empowering patients to manage their health through digital tools, we create a win-win: increased patient engagement and improved healthcare outcomes.

Our Connect More programme is an example of a way organisations can play a role in boosting digital inclusion and make an impact in communities. Virgin Media O₂ employees can volunteer at hospital and local surgery drop-in sessions, and support with digital skills training. These digital hubs support both patients and staff with the skills and confidence they need to use everyday technology.

Thanks to this programme, The Park Medical practice in Greater Manchester has seen an increase of 352 repeat prescriptions ordered via the NHS App per month. The practice estimates that this has saved around 17 hours a month, equating to two working days. 

Such initiatives align perfectly with calls from The Ada Lovelace Institute for long-term funding for digital inclusion initiatives, such as the donation of tech devices, mobile and internet data plans and digital literacy training.

Bridging the digital divide requires a collaborative effort from healthcare providers, tech partners and policymakers. Connect More is an example of how effective initiatives need input from all parties.

Working together, we can amplify our efforts and make a meaningful impact in the
communities that need support.

We must think outside the box. It’s absolutely within the gift of providers to provide digital access at points where people are using healthcare services. Virgin Media O₂ Business provided over 400 hours of support and skills training in the past 12 months through our Connect More programme, but there’s still more we can do. As we digitalise, upskilling the population is vital to providing equal access to healthcare.

^{Mark Burton, Health & Social Care Lead, Virgin Media O}_²^Business

Key actions for
decision-makers:

Lead by example and manage digital initiatives in your community, such as digital literacy training and resources for patients.
Collaborate with tech partners to better understand how to bridge the digital divide in your community.

Think patient-first when rolling out new solutions. Will everyone be able to access them? Are they user friendly? Are there guides or support you can offer to help patients use them? Do staff feel confident using the solutions?