Charity to investigate digital access gaps in NHS care

The Digital Poverty Alliance (DPA) has launched an inquiry into digital inclusion in the NHS and wider healthcare sector.

The charity said it wanted to understand how the UK government’s investment in digital transformation is affecting access to healthcare for people at risk of digital exclusion, specifically older adults, rural communities and people who have English as a second language.

Findings from the inquiry will inform policy and practical recommendations to ensure the shift from analogue to digital healthcare – as highlighted in the government’s 10 year health plan for the NHS – does not widen existing health disparities and that accessible alternatives remain in place.

Inquiry chair Farah Bhatti, lead for diversity, equity and inclusion at the Royal College of Surgeons for England, said: “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 UK government announced more than £2bn for NHS technology and digital improvements in the 2024 Autumn Budget, aimed at increasing productivity and saving staff time.

NHS England has also allocated £596 million for digital transformation and operational enhancements in the 2025/26 financial year to support the adoption of new technologies, particularly in frontline services.

DPA said this level of investment made it critical to understand who stood to benefit from digital transformation and who may be left behind, particularly among digitally excluded groups.

It also noted that use of the NHS website more than doubled from 12.9m visits to 26.5m in 2024, indicating that digital platforms have become a key gateway to NHS services.

Elizabeth Anderson, chief executive of the Digital Poverty Alliance, said: “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.

“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.”

The written consultation opened in April 2025 and will close on 30th July 2025. Evidence sessions will run broadly over the summer and early autumn.

DPA plans to publish the findings and its full report in early 2026.