Reaching the Digitally Excluded in Healthcare

The importance of information and communications technology in healthcare has been brought to the foreground by the pandemic. Virtual consultations between patients and doctors via video call apps have become commonplace. And as vaccine programmes are rolled out; emails and texts are used to inform people that they can go online to book their jabs. Digital communications and virtual consultations can work well for those with smartphones, a data plan, and an internet connection. But not everyone has the access or ability to take advantage of digital tools. So how can healthcare services ensure they bridge the gap between the digital haves and have nots?

The Digital Divide

Over the last 12 months, 1.5 million more people started using the Internet and 29% believe they have improved their digital skills during lockdown. Whilst this is good news, the 2019 Consumer Digital Index also shows that 5% of the population remain digitally excluded, 29% have very low levels of digital engagement and 2.6 million are still offline.

Internet and digital exclusion are not new issues. The older an individual, the more likely they are to be digitally excluded and, as one in ten of those offline are under the age of 50 and 55% of them earn under ￡20,000, there are evidently other factors involved. In the 2019 edition of the Consumer Digital Index, it was predicted that by 2030, 4.5m people (8% of the population) will remain digitally disengaged and people with a disability are 35% less likely to have essential digital skills for life.

This digital divide has been highlighted during the pandemic, with older generations and other minority sectors of the population expected to navigate complex online systems to obtain access to vaccines, testing and appointments. As the pandemic slowly but surely focuses healthcare services on moving towards the benefits of digital transformation, there is growing concern that this digital divide will further increase.

Ensuring Access for All

So what can healthcare services do to ensure information is accessible to all patients?NHS Digital’s Digital Inclusion Guide outlines the UK’s commitment to delivering information and services digitally as it can mean better access to information and care, increased convenience, and more opportunities for greater control of patients’ own health and shared care. For the health and care system, digital health can mean more effective delivery of care, better outcomes, and reduced costs. Often the people who could benefit most from digital services are the least likely to be online. The guide notes that the eleven million people (20% of the population of the UK) who lack basic digital skills or do not use digital technology at all, are likely to be older, less educated and in poorer health than the rest of the population.

Although there is a strong business case for the benefits of improving digital inclusion, the push towards reducing the number of the digitally excluded needs to have the phrase ‘wherever appropriate’ firmly front of mind. This is because, while there are benefits to being digital, being online can also have a definite downside. Scams, cyber-crime, online bullying, fake news are just a few of the hazards, which vulnerable people might find particularly hard to deal with and would have a greater impact on than more robust members of the population. Not being digitally connected can be a sensible and positive life choice and while digital transformation in healthcare improves patient care and reduces costs, healthcare services must continue to support those who, by choice or necessity, rely on offline healthcare services.

Don’t Ditch Paper Yet

Supporting both digital and offline workflows is important. For example, smaller private care home providers may not use online and digital systems for their records. When these providers need to share records with hospitals and other community care providers, being analogue only is likely to cause a disconnect in processes, leading to delays and additional cycles. Proactively considering solutions that support both workflows can help address these challenges before they have a negative effect on patients.

Developing hybrid digital and analogue patient communications and record channels can help bridge the digital divide. The use of printed patient communications can complement email, app/online, phone and text message options to ensure each and every patient has access to information.

When thinking about IT infrastructure, healthcare organisations should utilise a next-generation print infrastructure as a service cloud-based platform that links to other online systems to help ensure effective communication for all patients including the simple paper printout. These devices are particularly beneficial in hospitals and clinics that cater to populations with low internet access, to ensure they’re able to access information and advice in a format that works for them.

Looking beyond the pandemic, the future of life and work will not return to the way it was previously. With the cloud now routinely used for apps and information storage, healthcare information and consultations are more accessible than ever before and demand for this ease of access will continue for those who find it appropriate. Until this is universal, healthcare services need to keep one hand in the analogue world.