Digital Health Unplugged: The Forgotten Patients

Why It Matters

Without inclusive digital health, millions risk losing access to essential NHS services, deepening inequality and undermining the sustainability of the system.

Key Takeaways

• NHS digital shift risks leaving older and low‑income patients behind.
• Digital exclusion affects under‑65s, driven by poverty and disability.
• Lack of clear NHS inclusion strategy fuels two‑tier health system.
• Inadequate ethnicity data hampers monitoring of digital health equity.
• Successful digital health requires choice, accessibility, and staff training.

Summary

The report examines the UK’s NHS ten‑year health plan, which pivots from analog to digital services, and asks whether the shift will widen existing health inequities.

Experts cite that 30% of pensioners are offline and another 40% struggle with online consultations. A King’s Fund study shows 53% of the digitally excluded are over 65, but 47% are under 65, with poverty, disability and social isolation driving exclusion. Roughly 37% of excluded individuals have a health condition that impedes digital access, and many capable users lack accessible design.

Caroline Abrahams warns older patients need choice, not forced digital pathways. Lee Rickles warns of a two‑tier system unless affordability, competence and usability are addressed. Owen Chiniri highlights inconsistent ethnicity recording, while Rachel Power stresses that 8.5 million people sit in the middle of the digital divide, needing guidance.

If the NHS proceeds without robust inclusion strategies, it risks entrenching disparities, losing trust, and overburdening staff. Effective policy must combine universal design, granular data, and clear alternatives to ensure digital health improves outcomes for all.

Original Description

This special report from Digital Health Unplugged explores whether the NHS’s shift to digital is improving access to healthcare or creating new barriers.

The Forgotten Patients unpacks how ‘digital first’ ambitions can collide with the needs of those who rely most on care, and what must change to ensure services are designed for inclusion from the outset.

For NHS leaders, policymakers and technology providers, this conversation is a reminder that digital transformation will only succeed if it works for everyone.

CONNECT WITH US

Website: https://www.digitalhealth.net/

Rewired Website: https://digitalhealthrewired.com/

LinkedIn: https://www.linkedin.com/company/digital-health-intelligence-ltd/

Digital Health on X: https://x.com/digitalhealth2

Rewired on X: https://x.com/DHRewired

Summer Schools on X: https://x.com/DHSummerSchools

ABOUT DIGITAL HEALTH

Digital Health provides independent business, policy and technology news, research and events focused on developments in health IT in the NHS and UK health. Our coverage is focused, original and authoritative, with over 20,000 readers subscribed to Digital Health’s newsletters.

We also run a portfolio of events spanning Digital Health Rewired and Digital Health Summer Schools.