The Digital Poverty Alliance (DPA) has launched a major inquiry into digital inclusion across the NHS amid a government drive to invest billions in digital transformation and a sharp rise in the use of online healthcare services, as reported this week
The inquiry, announced on 30 April, comes as the NHS accelerates its shift to digital-first services under a new 10-year plan. Physical GP appointments have dropped by 20%, and NHS website visits more than doubled in 2024, from 12.9 million to 26.5 million - highlighting the pace of change and the growing importance of digital access in healthcare delivery.
The DPA’s research will target groups most vulnerable to digital exclusion, including older adults, where around 90% have low or very low digital skills. Also rural communities, where only 19.4% live within a 20-minute walk of a GP, and people for whom English is a second language. These populations often face additional barriers when accessing digital health services, and many already experience significant health inequalities.
The inquiry aims to ensure that the move from analogue to digital care does not deepen existing disparities.
Need for balance
The inquiry will be chaired by Professor Farah Bhatti, OBE, who emphasised the need to balance technological advancement with support for vulnerable 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,” she said. Bhatti also called for comprehensive training and support for NHS staff to help patients engage with digital services.
Elizabeth Anderson, CEO of the DPA, highlighted the scale of the challenge: “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.”
The inquiry will run over the coming months and will gather both quantitative data and lived-experience testimony from patients, clinicians, and frontline healthcare providers across the UK. Findings will inform policy and practical recommendations to ensure that digital transformation in the NHS is accessible and equitable, with alternative options maintained for those unable to access digital services.
The DPA’s work is set against a backdrop of ongoing NHS digital transformation, including new targets for digital infrastructure and the rollout of the Federated Data Platform. The full details of the inquiry and updates can be found on the Digital Poverty Alliance website.
