Reducing Digital Exclusion for People with Complex and Multiple Needs

Digital exclusion disproportionately affects people with complex and multiple needs, including learning disabilities, autism, mental health conditions, sensory impairments and long-term physical conditions. As digital systems become more embedded in adult social care, providers must demonstrate how they actively reduce exclusion rather than widen existing inequalities. This expectation closely aligns with health inequalities and person-centred care.

Reducing digital exclusion is not about providing technology alone, but about adapting systems, support and decision-making to individual circumstances.

Identifying digital exclusion risks

Providers should be able to identify who may be digitally excluded and why. Common risk factors include cognitive impairment, communication difficulties, poverty, lack of confidence, language barriers and previous negative experiences with technology.

These risks should be considered as part of assessment, support planning and review.

Commissioner expectations

Commissioners increasingly expect providers to demonstrate how digital systems are inclusive by design. This includes evidencing reasonable adjustments, alternative access routes and proactive support for people at risk of exclusion.

Failure to do so may be viewed as indirect discrimination.

Operational approaches that work

Effective providers embed digital inclusion into everyday practice. This may include offering supported digital sessions, using simplified interfaces, providing assistive technology or working alongside trusted supporters.

Importantly, providers also ensure non-digital options remain available and valued.

Staff roles and confidence

Staff play a critical role in reducing exclusion. They need confidence to recognise barriers, challenge assumptions and adapt approaches without defaulting to exclusionary practices.

Training and supervision should reinforce inclusion as a core value.

Governance and review

Senior leaders should monitor digital inclusion through audits, feedback and outcome data. Regular review helps ensure systems remain responsive as people’s needs and confidence change over time.

This demonstrates active oversight and continuous improvement.

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