Digital Exclusion & Video Consultations
Understanding barriers to digital healthcare
We were commissioned by the South West Academic Health Science Network, now Health Innovation South West, to explore how digital exclusion affects people using video consultations.
The project focused on people who may face barriers to accessing digital healthcare, including children and young people’s mental health, chronic respiratory disease, perinatal patients, carers and the people they care for.
This work helped show that digital healthcare can be helpful for some people, but only when patients have the right support, clear guidance and a choice of how to access care.
What the project did
- Gathered feedback from 59 people across Devon
- Created an online survey, with paper copies available on request
- Received 38 survey responses
- Held focus groups and guided conversations with 21 people
- Worked with 4 key patient groups: young people, respiratory patients, perinatal patients and carers
- Approached 168 support groups and organisations to reach people through trusted networks
- Produced a 47-page report with findings and recommendations
Impact and outcomes
- Produced 8 recommendations for NHS and system partners
- Highlighted the need for better patient guidance and staff training
- Showed the importance of keeping non-digital options available
- Identified privacy and safeguarding concerns for young people, carers and cared-for people
- Provided local evidence to support wider Health Innovation South West work on digital exclusion and remote consultations.
