Digital Inclusion in Person-Centred Care: Avoiding New Forms of Exclusion
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Digital enablement must not create new forms of exclusion for people who lack access, confidence or digital literacy. Person-centred technology requires providers to consider how individuals experience digital tools in practice. Addressing digital inclusion is therefore central to Person-Centred Technology and closely linked to Digital Inclusion principles.
Understanding digital inclusion in adult social care
Digital inclusion means ensuring that people can access, understand and confidently use technology that supports their care. This includes addressing issues such as affordability, accessibility, sensory needs and confidence.
Without this focus, technology risks reinforcing inequality rather than promoting independence.
Operational examples from practice
Example 1: Supporting digital confidence
A provider introduced structured digital confidence sessions to help individuals learn how to use tablets and apps linked to their support plans.
Example 2: Adapting technology for accessibility
Assistive technology was adapted for individuals with sensory impairments, including visual prompts and voice-activated tools.
Example 3: Providing alternatives where needed
Where digital tools were not suitable, providers ensured non-digital options remained available, preventing exclusion.
Commissioner and regulator expectations
Commissioners expect providers to demonstrate that digital transformation does not disadvantage certain groups. Evidence of inclusive practice strengthens commissioning confidence.
Regulators will assess whether providers recognise and respond to digital barriers, particularly where technology forms part of essential support.
Governance and quality assurance
Providers should monitor digital inclusion through feedback, audits and reviews. This ensures that technology remains accessible and supportive rather than exclusionary.
Impact on outcomes
When digital inclusion is prioritised, people experience greater confidence, engagement and independence. These outcomes should be captured as part of quality and performance monitoring.
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