Designing Digital Services That Do Not Exclude Vulnerable Adults

Digital transformation in adult social care brings opportunities to improve efficiency, transparency and coordination. However, if digital services are designed without consideration of vulnerability, they risk excluding people from their own care. Providers must evidence inclusive design aligned with person-centred care and quality and governance.

Inclusive design is both an ethical and regulatory expectation.

What inclusive digital design looks like

Inclusive digital design considers cognitive, sensory, physical and emotional needs. This includes simple navigation, clear language, visual support and the ability to personalise settings.

Design should reflect real-world use, not idealised assumptions.

Risks of exclusion through poor design

Complex portals, excessive log-in requirements and inaccessible formats can prevent people from accessing information or participating in decisions.

These risks should be considered as part of digital risk assessment.

Commissioner and inspector focus

Commissioners and CQC inspectors may explore how digital systems support inclusion. Providers should be able to explain how systems were chosen, tested and adapted.

This includes evidencing reasonable adjustments.

Operational testing and feedback

Good practice includes involving people who use services in testing digital tools before and after implementation. Feedback should directly inform system changes.

This supports continuous improvement.

Governance and assurance

Senior leaders should receive assurance that digital systems do not undermine access or safety. This may include audits, incident review and equality impact assessment.

Clear governance demonstrates accountability.

---