Digital Inclusion and Equity in Mental Health Remote Support
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As digital and remote delivery becomes more embedded within mental health services, commissioners are increasingly focused on digital inclusion. Providers must demonstrate that digital innovation improves access without excluding people who face barriers to technology.
This issue links closely with community mental health and integrated care and supports wider quality, safety and governance expectations.
Understanding digital exclusion in mental health services
Digital exclusion can arise for many reasons, including:
- limited access to devices or internet connectivity
- low digital confidence or skills
- cognitive, sensory or mental health-related barriers
Commissioners expect providers to understand their local population’s needs.
How inclusive digital models are designed
Strong providers design digital services with inclusion in mind. This typically involves:
- offering multiple access routes
- clear alternatives to digital-only provision
- support to build digital confidence over time
Digital inclusion is planned, not assumed.
Day-to-day operational approaches
In practice, inclusive delivery may include:
- staff checking digital access during assessment
- flexibility in appointment formats
- proactive follow-up where engagement drops
This prevents people disengaging unnoticed.
Working with partners to reduce exclusion
Many providers work with system partners to support inclusion, such as:
- voluntary sector digital support initiatives
- community hubs offering device access
- peer support to build confidence
Partnership working strengthens system-wide access.
Governance and assurance
Commissioners expect providers to monitor digital inclusion through:
- analysis of engagement and drop-off patterns
- feedback from people using services
- adjustments to delivery models where barriers are identified
This demonstrates a commitment to equitable care.
Why digital inclusion matters to commissioners
Inclusive digital services reduce inequalities, support prevention and improve outcomes. Providers who can evidence thoughtful, inclusive digital delivery are increasingly favoured in commissioning decisions.
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