Written by Nisar Ahmed, Research Fellow

Have you ever struggled with a new piece of technology and thought, “I just wish I could talk to a real person instead”? Now imagine that same frustration when trying to navigate digital healthcare—booking a GP appointment, accessing prescriptions, or consulting a doctor online. For many older adults, particularly those from South Asian, Black African, and Caribbean communities, the transition to digital healthcare has created more barriers than solutions, making it harder—not easier—to receive the care they need.

The Challenge: Digital Barriers to Healthcare

The rise of digital healthcare has transformed how services are delivered, but it has also created new challenges. Older adults aged 65 and above often face barriers like:

• Limited digital skills – Many older individuals have never needed to use digital services before and may find the transition overwhelming.
• Language difficulties – If English isn’t a first language, navigating healthcare websites and apps can be daunting.
• Fewer face-to-face appointments – While online consultations offer convenience, they can also feel impersonal and inaccessible for those who prefer speaking to a doctor in person.

According to the Office for National Statistics (ONS), over 3 million older adults in the UK are digitally excluded, with minoritised ethnic groups disproportionately affected. During the pandemic, face-to-face consultations for these communities dropped by 23%, worsening existing health inequalities. Clearly, a one-size-fits-all digital approach isn’t working.

A Hybrid Approach: The Best of Both Worlds

So, what’s the solution? Research suggests that a hybrid model—combining digital and in-person healthcare—could make a real difference. This approach would:

• Ensure that those who prefer face-to-face care can still access it.
• Provide digital skills training tailored to older adults’ needs.
• Involve community leaders and “digital champions” to help bridge the gap.

A recent study involving 27 older adults from South Asian, Black African, and Caribbean backgrounds highlighted these concerns. Many participants expressed a preference for in-person appointments, citing a lack of personal connection and privacy in digital services. While this research is a valuable starting point, broader studies are needed to shape policies that truly address cultural and local needs.

What Needs to Happen Next?

To improve digital inclusion in healthcare, we need a multi-faceted approach:

• Accessible digital training – Tailored workshops and support systems to help older adults build confidence using online services.
• Continued face-to-face options – Digital services should complement, not replace, in-person care.
• Community involvement – Engaging local groups to ensure that solutions are culturally sensitive and practical.

The shift to digital healthcare isn’t going away, but without the right support, it risks deepening health inequalities. By embracing a hybrid model and actively involving communities in service design, we can work towards a healthcare system that truly serves everyone.

Want to learn more? Check out our full article for a deeper dive into the research…….

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