Tees, Esk and Wear Talking Therapies Improvement Challenge Highlights Steps to Improve Uptake of Digital

Why It Matters

Improving digital therapy uptake among older adults can reduce missed appointments, expand mental‑health access, and lower service costs, positioning the NHS as a leader in age‑friendly digital health.

Key Takeaways

• 96% of surveyed seniors regularly use phones, tablets, or laptops
• Only 4% of video therapy appointments were missed, lowest rate
• Seniors fear online therapy feels less personal and lack awareness
• Trust expanding pilot video assessments to improve digital CBT experience
• An information pack will prepare patients before digital therapy sessions

Pulse Analysis

The NHS’s push to digitize mental‑health services is confronting a demographic traditionally wary of technology. By launching a focused 100‑day improvement challenge, Tees, Esk and Wear Valleys NHS Foundation Trust gathered real‑world data from over 240 older adults, confirming that nearly all already own and use basic digital devices. This baseline of device familiarity provides a solid foundation for scaling online therapeutic interventions, especially as the population ages and demand for mental‑health support rises.

Findings from the challenge highlight video‑based therapy as a surprisingly effective medium for seniors. With only a 4% no‑show rate—significantly lower than telephone (6%) and in‑person (12%) appointments—video sessions appear to combine convenience with a sense of personal connection. Yet respondents voiced concerns that digital formats feel impersonal and many were unaware of available online face‑to‑face options. In response, the trust is piloting more personalized digital CBT, expanding video‑call assessments, and developing an information pack to set expectations before the first appointment, aiming to bridge the empathy gap while preserving the logistical benefits of virtual care.

These local efforts echo broader industry shifts. The World Health Organization’s recent AI‑in‑mental‑health recommendations underscore the need for responsible, transparent technology, while studies show patients’ comfort with AI‑driven documentation varies with information disclosure. Simultaneously, trusts like Kent and Medway are embedding peer‑support outcomes into electronic records, creating richer data on recovery pathways. Together, these trends suggest a future where digital mental‑health tools are not only more accessible for older adults but also more accountable, personalized, and integrated into the wider care ecosystem.