Evidencing Social Value Through Digital Inclusion in Adult Social Care

Digital inclusion is an increasingly important part of social value in adult social care because access to technology can affect communication, independence, health access and family connection. Providers working within the Social Value Knowledge Hub need to show how digital support creates practical benefit for people, carers, staff and local systems.

Strong providers use social value measurement and reporting to evidence digital outcomes, while linking digital inclusion to social value policy and national priorities such as reducing inequality, improving access, supporting prevention and strengthening community participation.

Digital inclusion should not be reported as simply providing tablets, apps or online access. It becomes social value when people can use technology to do something meaningful: speak with family, attend appointments, manage reminders, access information, stay safer or feel more connected.

What Digital Inclusion Means

Digital inclusion means helping people use digital tools in ways that support their rights, choices and daily lives. In adult social care, this may include video calls, online health appointments, medication reminders, digital care records, assistive technology, accessible information, online community groups or staff using digital systems more effectively.

The social value comes from reducing barriers. Some people may lack devices, confidence, accessible support, internet access or trust in technology. Providers should be able to evidence how those barriers were understood, what support was provided and what outcomes followed.

Why It Matters in Real Services

When digital inclusion is not addressed, people can be excluded from ordinary opportunities. They may miss online appointment options, lose contact with family, struggle to access information, or depend more heavily on staff for tasks they could manage with the right support.

There are also risks. Technology can be introduced too quickly, without consent, accessibility or safeguarding controls. Social value reporting should show that digital support is enabling, proportionate and safe, not just modern-looking.

What Good Looks Like

Strong services demonstrate digital inclusion through assessment, support planning, staff competence, risk awareness and outcome review. They identify who benefits from digital support, what barriers exist and how the person’s confidence will be developed.

Providers should be able to evidence access, training, consent, safeguarding considerations, usage outcomes, feedback and governance oversight. This creates a clear line of sight from digital support to practical social value.

Operational Example 1: Supporting Video Contact with Family

Context: A residential care home identified that several residents had reduced family contact because relatives lived far away or could not visit regularly. Staff had devices available, but use was inconsistent and not linked to wellbeing outcomes.

Support approach: The provider created a digital contact plan for residents who wanted video calls. Staff agreed preferred times, family contacts, accessibility needs, privacy arrangements and post-call support.

Five practical steps:

1. Ask residents and families whether digital contact would be helpful and wanted.
2. Record communication needs, consent, privacy preferences and support required.
3. Schedule calls in a way that fits the person’s routine and energy levels.
4. Record mood, engagement and any distress before and after contact.
5. Review whether digital contact improves connection, reassurance and wellbeing.

Day-to-day delivery detail: Staff prepared residents with reminders, supported positioning and hearing needs, stayed nearby only where wanted, and recorded whether the person appeared reassured, tired, unsettled or keen to repeat the call.

How effectiveness was evidenced: The provider evidenced increased family contact, improved mood indicators, family feedback and fewer concerns about disconnection. This demonstrated social value through reduced isolation, emotional wellbeing and stronger family relationships.

Deepening the Digital Evidence Pathway

Digital inclusion evidence needs to move beyond access. Providers need to show whether technology is understood, used safely and linked to outcomes that matter. A device in a service is not social value unless it changes access, independence, communication or wellbeing.

Guidance on measuring social value outcomes in adult social care reinforces the need to connect support activity with real impact. Digital inclusion should therefore be evidenced through outcomes, not assumptions.

Operational Example 2: Supporting Online Health Appointments

Context: A home care provider supported people who found travel to routine appointments difficult. Some appointments could be completed online, but people lacked confidence with video platforms and appointment preparation.

Support approach: The provider introduced a digital appointment support process. Staff helped people understand appointment letters, check equipment, prepare questions and access the call safely.

Five practical steps:

1. Identify people who may benefit from digital appointment access.
2. Check consent, capacity, privacy and whether digital contact is appropriate.
3. Prepare the person with accessible information and practical rehearsal.
4. Record appointment attendance, support needed and follow-up actions.
5. Review whether digital access reduced barriers without reducing quality of care.

Day-to-day delivery detail: Care workers checked internet access, ensured the person had glasses or hearing aids, helped prepare questions and recorded clinical actions after the appointment. Supervisors checked that follow-up tasks were completed.

How effectiveness was evidenced: The provider evidenced fewer missed routine appointments, improved follow-through on health advice and feedback that some people felt less anxious than when travelling. This showed social value through access, prevention and reduced inequality.

Systems, Workforce and Consistency

Teams apply digital inclusion well when staff understand both the opportunity and the risk. Staff need to know how to support people without taking over, how to protect privacy, how to recognise digital scams or safeguarding concerns, and how to record outcomes clearly.

Supervision should explore whether staff are using technology in person-centred ways. Handovers should include digital support needs, appointment actions, family contact plans and any concerns about confidence or safety. Managers should audit whether digital inclusion is consistent and whether people without confidence are being left behind.

This also supports commissioner confidence. Wider explanation of social value in public sector commissioning shows why providers need evidence that digital approaches improve access and outcomes rather than simply adding systems.

Operational Example 3: Digital Reminders Supporting Independence

Context: A supported living provider worked with adults who wanted more control over daily routines. Some people relied heavily on staff prompts for appointments, hydration, meals and household tasks.

Support approach: The provider introduced simple digital reminders where people wanted them. The approach was personalised, using phone alerts, visual prompts and staff review rather than imposing a standard system.

Five practical steps:

1. Identify routines where digital reminders could increase control or reduce dependence.
2. Agree the reminder format with the person, using accessible language or visuals.
3. Introduce reminders gradually alongside staff support.
4. Record whether prompts are used, ignored, confusing or helpful.
5. Review whether staff prompting can reduce without increasing risk.

Day-to-day delivery detail: Staff supported people to set reminders, respond to alerts, check appointments and manage daily routines. Records captured whether reminders improved confidence or caused frustration, and support plans were adjusted accordingly.

How effectiveness was evidenced: The provider evidenced reduced staff prompting, improved appointment preparation, stronger routine management and feedback that people felt more in control. This demonstrated social value through independence, dignity and better use of support.

Governance and Evidence

Governance gives digital inclusion evidence credibility. Providers should maintain an audit trail showing why digital support was introduced, how consent and privacy were considered, what support was delivered and what outcomes followed.

Data may show increased family contact, reduced missed appointments, improved routine management, staff time saved or better follow-through on actions. Qualitative evidence explains confidence, reassurance, access, frustration, barriers and lived experience.

Strong services demonstrate how digital inclusion evidence informs training, safeguarding, care planning, accessibility and service improvement. This creates a clear line of sight from digital support to action to outcome.

Commissioner and CQC Expectations

Commissioners expect digital inclusion evidence to show practical benefit, especially where technology supports prevention, access, independence and efficient use of resources. They want to see that digital approaches reduce inequality rather than widen it.

CQC expectations focus on safe, effective, responsive and well-led care. Digital inclusion evidence supports this when it shows that people are involved, privacy is protected, staff are competent and leaders understand both the benefits and risks of digital support.

Common Pitfalls

• Counting devices or systems without showing outcomes.
• Assuming digital access is suitable for everyone.
• Introducing technology without consent, privacy or safeguarding checks.
• Allowing staff to take over rather than building confidence.
• Reporting digital innovation without evidence of reduced barriers.
• Ignoring people who need accessible communication or extra support to use technology.

Conclusion

Evidencing social value through digital inclusion in adult social care means showing how technology improves access, connection, independence and wellbeing. Strong providers demonstrate this through personalised support, staff competence, clear records, feedback and governance that links digital activity to practical outcomes. When digital inclusion evidence is strong, social value becomes visible in people who are more connected, more informed and more in control.

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