Digital Inclusion for Families, Carers and Unpaid Supporters
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Digital systems play an increasingly central role in how families and unpaid carers interact with adult social care services. From accessing care records and care plans to communicating with professionals, digital access can support continuity and transparency. However, when systems are poorly designed or inflexible, they risk excluding families rather than supporting them. Addressing this aligns closely with co-production and carer involvement.
Providers are expected to demonstrate how families are supported to engage digitally without creating new barriers.
Understanding digital exclusion for families
Digital exclusion for families may stem from limited access to devices, low digital confidence, language barriers, caring pressures or complex system design. Carers may also experience exclusion when systems assume professional-level knowledge or constant availability.
Providers should recognise that digital exclusion can fluctuate over time.
Commissioner expectations
Commissioners increasingly expect providers to demonstrate inclusive engagement with families. This includes showing how digital tools enhance, rather than replace, relational working.
Providers may be asked to evidence how families are supported to understand and use digital systems.
Operational approaches that support inclusion
Effective providers offer flexible access routes, clear guidance and practical support. This may include demonstrations, simple user guides, named contacts or alternative communication options.
Crucially, families should have choice rather than being forced into digital-only engagement.
Staff confidence and boundaries
Staff need clarity on how to support families digitally while maintaining professional boundaries and data protection. Training should cover consent, access rights and inclusive communication.
This reduces risk while improving trust.
Governance and review
Providers should monitor family feedback, complaints and engagement data to identify digital barriers. Reviewing this at governance level supports continuous improvement.
This demonstrates oversight and responsiveness.
💼 Rapid Support Products (fast turnaround options)
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