The Digital Poverty Alliance (DPA) has launched an inquiry into digital inclusion in the healthcare sector and government announcements to invest billions to digital transformation. The DPA maintains that the healthcare industry must evolve in line with technology advancement, but this cannot come at a cost of leaving millions of people behind due to digital exclusion.

The NHS, as part of the ten year plan, is undergoing significant digital transformation and is shifting towards digital-first services. Indeed, there has been a 20 per cent decrease in physical GP services. Although these implementations come with many advantages, the Inquiry seeks to understand how this shift is impacting patients and clinicians, particularly those at risk.

The research will focus on digitally excluded groups, largely older adults, rural communities, and those who speak English as a second language to ensure that moving from analogue to digital doesn’t widen existing health disparities. The results from this Inquiry will inform recommendations for a more inclusive digital healthcare future.

The DPA’s findings will inform policy and practical recommendations aimed at ensuring the move away form analogue services does not deepen existing disparities, and that accessible alternatives remain in place for those who need them.

The NHS website has gone from 12.9 million visits to 26.5 million visits in 2024 and, with digital delivery being placed at the heart of care, the DPA warns that the government’s plans will remain unrealised unless rectifying digital poverty is a priority.

Professor Farah Bhatti, OBE, will chair the Inquiry, and said: “Throughout my career I have seen the impact that inequality has on patients. The pace of technological change must balance efficiency and convenience with ensuring that some of the most vulnerable in society are supported — and not left behind.

New systems and digitisation must also be accompanies 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.”