Digital exclusion is a big issue, with an estimated 17%-19% of people experiencing barriers to digital access. A detailed exploration of the causes of digital exclusion can be found in this report which looks specifically at the population of Leeds but is a good indication of the overall problem. Would there have been better inclusion if much of the digital infrastructure had not been formed in the height of a pandemic? There is no denying that when lockdown happened, there was uncertainty and a short time frame to make everything virtual where possible. I have a great deal of admiration for the people who worked tirelessly to create these platforms and processes at such speed, ensuring safety during lockdown while maintaining virtual connectivity.
Now that we are post-pandemic, could more be done to revisit processes and embed digital inclusion into infrastructure from the outset? Ensuring accessibility for all should be a fundamental principle, rather than an afterthought, as we continue to evolve in this digital era.
The Growing Problem of Digital Exclusion
Digital poverty is not a fringe issue—it is a crisis affecting millions. Citizens Advice reported that in 2022 alone, one million people disconnected their broadband due to financial constraints. Considering the average household size, this equates to around 2.4 million people losing access to NHS digital services simply because they could not afford internet access. Beyond affordability, digital literacy is another major hurdle: nearly one in five adults lack even the most basic digital skills, and more than one in twenty households have no internet access at all. It was estimated in 2024 that up to nineteen million people aged sixteen and above are living in digital poverty in the UK, with one in five children also affected. The consequences go beyond inconvenience—digital exclusion impacts health, wellbeing, education, employment, and social mobility.
Technology is fast becoming a necessity rather than a luxury. Yet without targeted support, a significant portion of the population will be left behind, unable to access healthcare, employment opportunities, or essential services.
The Challenges and Inequalities in Healthcare Access
The NHS has made impressive strides in digital healthcare. Through the NHS App, patients can now view prescriptions, request repeat prescriptions, book GP appointments, review referrals, and access hospital waiting times—all from their smartphones, without speaking to a healthcare provider. While this level of accessibility is a huge step forward, it also creates barriers for those without internet access or digital literacy. Many GP practices now require patients to book appointments online, filling out complex forms with no alternative process in place. For those who lack digital skills, have disabilities that limit their ability to navigate online platforms, or simply cannot afford internet access, this shift is creating additional obstacles to healthcare.
The same applies to social care. Digital platforms allow families to access real-time updates on their loved ones’ care, saving time for carers and providing reassurance for families. However, not all care providers have adopted digital systems. My personal experience with my grandfather highlights the real dangers of relying on outdated, paper-based records. Due to a lack of digital tracking, he was overdosed multiple times in a single day. Had a Digital Social Care Record been in place, this dangerous error would have been prevented. Despite partial funding support, many care providers simply cannot afford the necessary equipment or annual subscription fees for digital systems, leaving some of the most vulnerable at risk.
John Curtain, QI Partner at Leeds Teaching Hospital NHS Trust, says:
“While digital solutions have the potential to create accessible machine-human interfaces, they often fall short. As a result, many disabled patients and carers are denied access to essential services.
NHS England mandates adherence to the Accessible Information Standard (AIS) and Web Content Accessibility Guidelines (WCAG), yet these are frequently ignored without consequence. Commissioning bodies, such as ICBs, have the opportunity to drive change by enforcing AIS and WCAG compliance in service procurement and updates.
Achieving true inclusivity requires a cultural shift, ensuring accessibility is a priority for patients, carers, and the workforce alike. Direct engagement with ‘critical friend’ user representative groups has repeatedly proven effective in identifying and addressing design flaws that exclude vulnerable users.”
What is Being Done—And What More Can Be Done?
There are initiatives in place to bridge the digital divide. National Data and Device Banks are providing devices, mobile data, and internet access to those in need. Free digital skills training is available for those who require support using technology. Social tariffs—cheaper broadband and phone plans—are being offered to individuals on Universal Credit, Pension Credit, and other benefits. Some areas have Primary Liaison Services that assist those struggling to access GP services, helping them book appointments when they cannot do so themselves. There are also other options available such as facilities in libraries and other public spaces that can help people get online.
However, much more needs to be done. Most of these solutions require online access to find information, leaving the most digitally excluded without knowledge of the support available. We need to improve signposting at in-person locations such as GP surgeries, libraries, and community centres. There is also a pressing need for digital exclusion champions—individuals who can sit on decision-making boards and advocate for those affected by digital poverty. Instead of treating digital exclusion as an afterthought, we must integrate it into the core of digital strategy planning from the outset.
Closing the Gap Before It is Too Late
Awareness is the first step toward change. The digitally excluded do not have a voice in this conversation, and it is our responsibility to ensure they are heard. Digital transformation should not widen the gap between those with access and those without—it should be a tool for inclusion. If we do not act now, we risk creating a society where the most vulnerable are left behind in the digital age. The time to act is now.
How We Can Help Close the Digital Divide
At Apira, we are committed to ensuring that digital transformation benefits everyone, not just the digitally privileged. With over two decades of experience supporting health and social care organisations, we understand the challenges that digital exclusion creates. We work alongside healthcare providers to design and implement inclusive digital solutions that improve patient access, streamline services, and enhance care quality. By advocating for affordable, accessible digital infrastructure and championing the voice of the digitally excluded, Apira helps organisations bridge the gap. Our mission is clear: to support a future where technology empowers everyone—regardless of background, skill level, or access. Contact our Commercial Director david.corbett@apira.co.uk to find out more about our services and how we can help you.
