Supporting Digital Access While Respecting Choice and Consent
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Digital inclusion does not mean mandatory digital engagement. In adult social care, respect for choice, consent and mental capacity must underpin any use of digital systems. Providers are expected to demonstrate how people are supported to engage digitally where appropriate, while also respecting the right to opt out. This expectation aligns closely with Mental Capacity Act compliance and person-centred planning.
Failure to respect choice can undermine trust and lead to poor outcomes, even where digital systems are technically robust.
Consent and digital engagement
Consent applies to digital engagement in the same way as any other aspect of care. Providers should ensure people understand what digital tools are being used for, what information is shared, and what alternatives are available.
Information should be provided in accessible formats, with time and support for questions.
Mental capacity and best interests
Where a person lacks capacity to consent to digital engagement, decisions must be made in line with the Mental Capacity Act. This includes considering the least restrictive option and involving family, advocates or representatives as appropriate.
Digital tools should never be imposed simply for organisational convenience.
Respecting the right to opt out
Some people may choose not to engage digitally, even if they have capacity. Providers should respect this choice and ensure non-digital alternatives are available without penalty or reduced quality.
This may include paper records, face-to-face communication or telephone contact.
Staff confidence and consistency
Staff need clear guidance and confidence to support choice consistently. Training and supervision should reinforce that digital inclusion is about empowerment, not enforcement.
Inspector expectations
CQC inspectors may explore how providers ensure consent and choice in digital practice. Providers should be able to evidence decision-making processes, reasonable adjustments and ongoing review.
This demonstrates respect for rights, dignity and autonomy in an increasingly digital care environment.
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