Digital Inclusion as a Safeguarding and Risk Management Issue

Digital exclusion is increasingly recognised as both a social value issue and a safeguarding consideration within adult social care. As services become more dependent on digital care planning, online communication, remote monitoring and electronic records, commissioners expect providers to ensure that nobody is disadvantaged because they cannot access or use digital technology.

Supporting digital inclusion strengthens social value by reducing inequality, improving access to services and enabling greater independence. It also aligns closely with wider Social Value Knowledge Hub principles, alongside risk and safeguarding expectations and broader quality and governance responsibilities.

Rather than viewing digital inclusion as an IT issue, leading providers treat it as part of person-centred care, quality assurance and organisational risk management.

Why Digital Inclusion Has Become a Safeguarding Priority

Technology now influences almost every aspect of modern care delivery. Care plans, appointment reminders, medication information, video consultations and communication with families increasingly rely on digital systems.

Where individuals cannot access these systems because of financial barriers, disability, cognitive impairment, sensory loss or limited digital confidence, safeguarding risks may increase significantly.

Potential risks include:

• people being unable to report concerns or abuse
• missed appointments or important communications
• reduced participation in reviews and decision-making
• greater social isolation and loneliness
• difficulty accessing health information or community support
• reduced independence through reliance on others.

Commissioners increasingly expect providers to recognise these risks proactively rather than waiting until problems emerge.

What Commissioners and CQC Expect

Neither commissioners nor CQC expect every individual to use digital technology. However, they do expect providers to understand who may be digitally excluded, assess the associated risks and provide reasonable alternatives.

Inspectors are increasingly interested in questions such as:

• How do you identify people who experience digital exclusion?
• How are digital barriers reflected within care planning?
• What alternative communication methods are available?
• How do staff recognise digital exclusion as a safeguarding concern?
• How does leadership monitor digital inclusion across the service?

These questions demonstrate that digital inclusion has become part of wider governance and quality assurance rather than simply a technology project.

Embedding Digital Inclusion into Risk Assessments

Strong providers include digital inclusion within individual risk assessments instead of treating it as a standalone issue.

Assessments may consider:

• ability to use phones, tablets or computers
• access to internet connectivity
• confidence using digital services
• communication preferences
• need for accessible formats or assistive technology
• support required from staff or family members.

Risk assessments should be reviewed whenever circumstances change, particularly following hospital discharge, deterioration in health or changes in cognitive ability.

Operational Example 1: Preventing Missed Healthcare Appointments

A supported living provider notices that one individual repeatedly misses hospital appointments because all notifications are sent by text message, which they cannot easily access.

The team:

• updates the person's communication preferences
• adds appointment reminders into the care plan
• arranges telephone reminders through staff support
• records the digital barrier within risk assessments
• reviews outcomes during monthly care reviews.

The result is improved healthcare access, fewer missed appointments and reduced safeguarding risk.

Operational Example 2: Supporting Safe Communication

A domiciliary care provider identifies that an older person cannot confidently use video consultation software introduced by their GP practice.

Staff:

• provide practical digital support during visits
• offer alternative communication methods where appropriate
• liaise with healthcare professionals about accessibility needs
• record interventions within care records
• monitor ongoing confidence and independence.

This prevents digital exclusion from becoming a barrier to receiving appropriate healthcare.

Operational Example 3: Governance Learning Following a Safeguarding Review

Following a safeguarding investigation, a provider identifies that digital exclusion contributed to delayed reporting of concerns.

The organisation responds by:

• adding digital inclusion prompts into safeguarding assessments
• updating staff training programmes
• introducing routine digital inclusion audits
• reviewing communication pathways
• reporting progress through governance meetings.

This demonstrates organisational learning and continuous improvement.

Building Workforce Awareness

Frontline staff often identify digital exclusion before managers do. Training should therefore help staff recognise that difficulty using technology may indicate wider risks around communication, participation or safeguarding.

Training should include:

• recognising signs of digital exclusion
• supporting people without reducing independence
• accessible communication techniques
• when digital barriers require safeguarding escalation
• recording digital risks consistently.

This creates greater confidence across the workforce while strengthening person-centred practice.

Governance and Organisational Assurance

Digital inclusion should form part of routine governance reporting alongside safeguarding, quality and equality monitoring.

Useful governance indicators include:

• numbers of people identified with digital barriers
• digital inclusion support plans completed
• themes arising from safeguarding investigations
• complaints linked to digital access
• staff training completion rates
• quality audit findings relating to digital accessibility.

Reviewing these themes helps organisations identify trends before they develop into larger operational risks.

Common Mistakes Providers Should Avoid

Commissioners frequently identify avoidable weaknesses such as:

• assuming everyone can access digital services equally
• using digital systems without providing alternative communication methods
• failing to document digital barriers within care plans
• treating digital inclusion solely as an IT responsibility
• not reviewing safeguarding incidents for digital themes

These weaknesses can undermine otherwise strong safeguarding arrangements.

Creating an Inclusive Digital Culture

The most effective organisations do more than provide technology—they create environments where digital tools enhance choice, independence and inclusion without excluding those who prefer or require alternative approaches.

This means balancing innovation with accessibility, ensuring technology supports people rather than creating additional barriers.

Conclusion

Digital inclusion has become an essential component of safeguarding, quality assurance and social value within adult social care. Providers that identify digital barriers early, embed them into care planning, equip staff to respond appropriately and monitor performance through governance systems demonstrate mature, person-centred leadership.

As commissioners continue to expand expectations around digital transformation, organisations that integrate digital inclusion into everyday safeguarding and quality management will be better placed to evidence resilience, reduce inequality and deliver safer, more accessible services for everyone they support.

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