Reducing Digital Exclusion for People with Complex Needs
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Digital exclusion disproportionately affects people with complex needs, including learning disabilities, autism, mental health needs and sensory impairments. While digital tools can enhance independence and access, they can also create new barriers if not implemented thoughtfully. Providers are expected to demonstrate how digital systems support inclusion rather than widen inequalities. This expectation aligns closely with accessible communication and person-centred planning.
Reducing digital exclusion requires providers to understand how individual needs intersect with technology, rather than applying a one-size-fits-all approach.
Understanding digital exclusion in complex care settings
Digital exclusion may arise from limited literacy, cognitive processing differences, anxiety, sensory sensitivities or previous negative experiences with technology. In some cases, people may actively choose not to engage digitally, which must be respected.
Providers should treat digital access as a personalised support need rather than an assumed capability.
Embedding digital inclusion into assessments and reviews
Effective providers incorporate digital access into assessments, support planning and reviews. This includes exploring:
- What technology the person currently uses, if any
- What support they need to engage safely
- What risks or anxieties exist
- What non-digital alternatives are preferred
This information helps ensure digital tools are used to enhance, not replace, meaningful support.
Supporting staff to deliver inclusive digital practice
Staff confidence is critical. Providers should ensure staff understand how to support digital access without taking control or creating dependency. Training should cover communication techniques, safeguarding risks and how to adapt digital tools to individual needs.
Supervision provides a space to reflect on challenges and agree consistent approaches.
Balancing choice, autonomy and protection
Digital inclusion must align with positive risk-taking principles. Overly restrictive approaches can limit independence, while unmanaged access can expose people to harm. Providers should evidence how decisions are made collaboratively, with clear rationales and review processes.
Commissioner and inspector perspectives
Commissioners and CQC inspectors increasingly look for evidence that digital systems do not disadvantage people with complex needs. Providers should be able to demonstrate reasonable adjustments, inclusive design and responsiveness to feedback.
Good practice shows that digital inclusion is not about technology itself, but about respect, dignity and equal access to support.
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