In the past few years, there has been growing use of digital technologies to deliver health information and services across the UK. Use of NHS websites – the most visited online health services in the UK – increased from 12.9 million in 2019 to 22.7 million in 2020, rising to 26.5 million in 2024 (Ofcom, 2021: 37; Ofcom, 2021: 62). Particularly since the pandemic, health information, appointment booking, and follow-up care are increasingly delivered online.

In light of an ongoing trajectory towards digital care delivery, it is increasingly essential to ensure both that analogue provisions remain in place for those who are unable or unwilling to access digital health services, and that these changes do not leave behind those who are digitally excluded and unable to access the support they need.  While there is evidence that digitalised health services can improve patient outcomes and access to care, those who do not have access to digital services – or who have low levels of digital or e-health literacy risk losing out on these benefits and being unable to access adequate support (Chikwira & Jefferies, 2025). The NHS framework for action on digital inclusion recognised this, observing that: ‘Digital exclusion can compound health inequalities by exacerbating challenges with access to healthcare, skills and capability to navigate and use services, and the general resources needed to lead a healthy life.’

In light of this, the Digital Poverty Alliance’s research aims to examine the impacts of digital exclusion on the delivery of health services and its effects on health inequalities. It will seek to engage with both the supply and demand sides of health services, exploring the impact of digital exclusion – including lack of digital skills as well as lack of access to adequate technology – on both clinicians and patients. The research will seek to draw out how the use of health technologies varies between groups, and the reasons for this, with a particular focus on how different age groups, rural communities, and those with English as a second language may be affected.

 

You can view our literature review and consultation invitation above, or complete the consultation form online by using the buttons above.

You can also respond by post to:
Health Inquiry
Digital Poverty Alliance
3rd Floor, 86–90 Paul Street
London EC2A 4NE
Please be sure to confirm whether you would be happy to attend an evidence session online or in person.

The written consultation is open now and will close on 30th July 2025. Evidence sessions will run broadly over the summer and early autumn. We currently plan to publish the findings and full report in early 2026.

If you are responding by post or email, please keep your response to no more than four sides of A4, whether printed or handwritten (or the equivalent within an email). Please avoid sending any sensitive information, including copies of letters to/from GPs, NHS Trusts, prescriptions, or photographs. No materials can be returned once sent to us.