The digital divide and exclusion

The COVID-19 pandemic transformed the way many people go about their day to day lives with digital technology becoming ubiquitous (While, 2023). Many services were switched to online, as evidenced by the seismic shift in finance, grocery and other retail shopping, with data being used to redesign banking and other services to increase convenience and allow selfservice. Similarly, digital health became the default approach, with information and healthcare provision being offered through digital means to minimise face-to-face contact. Many of these changes have now become standard practice, limiting access to many services, activities and resources for people who are able to use digital technology.

There is much talk about the greater use of technology improving the efficiency of the NHS and as a means of reducing healthcare costs, but the potential of digitally enabled care in the community is yet to be realised (Pritesh, 2024). Booking online appointments, renewal of prescriptions online and tele/virtual consultations are becoming the norm in many general practices. While this rush to implement digital health services will have winners, there will also be losers, many of whom will be the recipients of district nursing services (Age UK, 2023). The scale of the digital divide is graphically illustrated by the Good Things Foundation (2024) which provides a platform for the National Digital Inclusion Network and highlights the challenges that need to be overcome to change the current levels of digital exclusion.