1. The Digital Healthcare Landscape

Healthcare is increasingly digital. GP appointments can be booked online. Prescriptions can be ordered through apps. Video consultations are common. For people who are digitally confident, these changes increase convenience. But for vulnerable adults who lack digital skills or access, they create significant barriers to healthcare. Supporting residents to navigate digital healthcare is now an essential part of holistic support.

Digital healthcare isn't going away. The challenge is ensuring that vulnerable adults aren't excluded from healthcare because they can't navigate digital systems.

2. Online GP Appointments

Many GP practices now prefer online appointment booking. For residents, support with this might include:

  • Setting up online accounts with the GP practice
  • Teaching how to book appointments online
  • Doing it together initially, then supporting independence
  • Ensuring contact details are up to date for appointment confirmations
  • Helping navigate if the system is confusing

Some residents will never be comfortable booking online. Ensure they know they can still phone, and advocate with practices that make phone booking difficult.

3. NHS App and Digital Services

The NHS App provides access to various services including medical records, appointment booking, and prescription ordering. Supporting residents to use it involves:

  • Helping download and set up the app
  • Verifying identity to access full features
  • Teaching how to navigate the different functions
  • Showing how to view medical records or test results
  • Explaining privacy settings

Not everyone can use the NHS App due to digital exclusion. Have alternatives ready for those who can't or don't want to use digital services.

4. Prescription Management

Digital prescription services allow ordering repeat prescriptions online. Support might include:

  • Setting up online accounts with pharmacies
  • Teaching how to order prescriptions through apps or websites
  • Setting reminders for when to reorder
  • Helping track what's been ordered
  • Troubleshooting when systems don't work

Digital prescription management can increase independence, but requires initial support and ongoing troubleshooting when problems arise.

5. Video Consultations

Video consultations with GPs or specialists are increasingly common. Supporting these involves:

  • Ensuring the resident has a suitable device and internet
  • Testing video calling beforehand
  • Being available to help if technical problems arise
  • Ensuring privacy during consultations
  • Supporting the resident to prepare for the consultation

Video consultations aren't suitable for all health issues or all residents. Don't assume they're always appropriate just because they're available.

6. Overcoming Digital Barriers

Digital barriers to healthcare access include:

  • Lack of devices or internet
  • Limited digital skills
  • Language barriers in digital systems
  • Cognitive difficulties affecting ability to use technology
  • Visual or physical impairments

Overcoming these requires:

  • Providing devices and internet where possible
  • Teaching digital skills patiently
  • Advocating for non-digital alternatives
  • Supporting accessibility features
  • Doing tasks together when independence isn't possible

Not everyone can or should have to access healthcare digitally. Alternative routes must remain available.

7. Privacy and Security

Digital healthcare involves sensitive information. Supporting privacy and security means:

  • Teaching safe password practices
  • Ensuring devices are secure
  • Explaining what information is visible and to whom
  • Supporting privacy settings
  • Warning about phishing and healthcare scams

Many vulnerable adults don't understand digital privacy risks. Education and support with security is essential.

8. Final Thoughts

Digital healthcare offers convenience but creates barriers for those without digital access or skills. Supporting residents to navigate digital healthcare systems is now part of ensuring healthcare access. This means teaching digital skills, providing practical support, and advocating for alternatives when digital systems exclude people. Healthcare access shouldn't depend on digital literacy, but in practice, it increasingly does. Bridging that gap is essential.

If you're supporting residents with healthcare access, assess their digital capabilities and provide appropriate support. Teach skills where possible. Do tasks together when needed. And always advocate for non-digital alternatives for those who can't or don't want to use digital services. Healthcare is a right, not a privilege dependent on digital access.