Digital Poverty Alliance Probes NHS Digital Access Gaps
As the UK Government accelerates its plans for NHS digital transformation, concerns over equitable NHS access have prompted the Digital Poverty Alliance (DPA) to launch a national inquiry into how the shift is affecting patients and clinicians, particularly those already at risk of exclusion.
The move comes amid growing concern that, while the NHS undergoes sweeping digital reforms as part of a ten-year transformation plan, millions of people may be left behind due to lack of access, skills, or infrastructure. With physical GP appointments falling by 20%, and usage of the NHS website more than doubling from 12.9 million to 26.5 million visits in 2024, digital delivery is now central to care delivery—but not yet universally accessible.
Professor Farah Bhatti, OBE, said throughout their career, they have seen the impact of inequality on patients. Bhatti added that the pace of technological change must balance convenience with ensuring the most vulnerable of society are supported.
“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,” added Bhatti.
Focus on At-Risk Communities
The DPA’s research will centre on groups most impacted by digital inequality. These include older adults, an estimated 90% of whom have low or very low digital skills; rural residents, where just 19.4% live within a 20-minute walk of a GP; and people for whom English is a second language. These communities often overlap with populations already experiencing significant health inequalities, making their inclusion in digital health strategies a critical priority.
“Digital transformation has the potential to revolutionise healthcare delivery, but only if it is inclusive,” said Elizabeth Anderson, CEO of the Digital Poverty Alliance. “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.”
Anderson stressed this inquiry will identify who risks being left behind and why so that systems can be built that “truly deliver digital health equity for all.”
Policy, Equity, and Digital Readiness
The inquiry will gather quantitative data and lived-experience testimony from patients, clinicians, and frontline healthcare providers. Findings will shape recommendations for policymakers, with a focus on ensuring digital healthcare does not worsen health disparities.
“As technology rapidly advances, the healthcare industry must keep pace to ensure innovations like telehealth and AI-driven tools benefit everyone, whilst also tackling concerns around younger people relying on social media for health information,” said Anderson. “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.”
A Timely Moment for Intervention
With billions of pounds being allocated to NHS digital infrastructure, the DPA’s NHS inquiry adds urgency to the conversation around access, equity and inclusion in health tech deployment. Its conclusions are expected to directly inform future digital health strategies across the UK.
The inquiry will run over the coming months, with updates anticipated later this year.
