LONDON, The Digital Poverty Alliance (DPA) has launched an inquiry into digital inclusion in the healthcare sector amid government announcements to allocate billions to digital transformation. At a time where healthcare is moving online, discerned by the 20 per cent decrease in physical GP services, it’s vital that the healthcare industry evolves in line with technological advancement – but whilst tackling digital exclusion and not leaving millions behind.
With the NHS undergoing significant digital transformation under the current administration’s new ten-year plan, shifting towards digital-first services, the Inquiry seeks to understand how this shift is impacting patients and clinicians, particularly those most at risk.
With usage of the NHS website more than doubling, from 12.9 million visits to 26.5 million in 2024, and digital delivery being placed at the heart of care, the achievement of the government’s plans for the NHS will remain unrealised unless rectifying digital poverty is a priority.
Professor Farah Bhatti, OBE, will Chair the Inquiry, and commented “Throughout my career I have seen the impact that inequality has on patients. The pace of technological change must balance efficiency and convenience with ensuring that some of the most vulnerable in society are supported – and not left behind.
New systems and digitisation must also be accompanied with training and support for staff in every part of the NHS – including how they can support patients to engage with online NHS services. I am looking forward to hearing from patients, healthcare professionals and a wide variety of stakeholders as we look towards creating actionable recommendations for government.”
The DPA’s research will focus on digitally excluded groups, notably older adults, rural communities and people for whom English is a second language with the view to ensuring the move from analogue to digital doesn’t widen existing health disparities. Findings from this Inquiry will inform recommendations for a more inclusive digital healthcare future.
The Inquiry will focus on communities disproportionately impacted by digital inequality, including older adults, the vast majority (around nine in ten) of whom have low or very low digital skills; rural residents, with just 19.4% living within a 20-minute walk of a GP; and people for whom English is a second language. These groups often face additional challenges when navigating digital platforms and frequently overlap with those already experiencing significant health inequalities, compounding the urgency of addressing digital exclusion in healthcare.
The DPA’s findings will inform policy and practical recommendations aimed at ensuring the move away from analogue services does not deepen existing disparities, and that accessible alternatives remain in place for those who need them.
Elizabeth Anderson, CEO of the Digital Poverty Alliance, commented: “Digital transformation has the potential to revolutionise healthcare delivery, but only if it is inclusive. With 43% of working-age adults in the UK struggling to understand health information, and that number rising to 61% when numeracy is factored in, we cannot afford to overlook the connection between digital exclusion and health inequality.
This inquiry is about identifying who risks being left behind and why so that we can help build a system that truly delivers digital health equity for all.”
“As technology rapidly advances, the healthcare industry must keep pace to ensure innovations like telehealth and AI-driven tools benefit everyone, whilst also tackling concerns around younger people relying on social media for health information. This means addressing barriers such as digital literacy, accessibility, and inclusion from the outset. Without intentional action, progress risks deepening existing health inequalities rather than reducing them.”
Running over the coming months, the inquiry will include both quantitative research and lived-experience testimony from patients, clinicians, and frontline healthcare providers across the UK.
For more information, please visit digitalpovertyalliance.org/
