Digital inclusion is of paramount importance in today’s social care landscape. While several organisations are increasing their digital output to enhance service delivery, the case remains for preserving more traditional practices, especially for people who struggle to use technology, such as older people.
There are clear barriers preventing people from embracing digital services and, until these are addressed, it is unlikely that technology will become a sector-encompassing tool for care service delivery.
For people receiving care services who have become familiar with digital technologies, their experiences will have likely benefitted from improved access to information and care, greater convenience and more opportunities for autonomy over their care. There is a strong case in favour of using technology to improve people’s experience of social care, and greater digital inclusion is the key to unlocking its potential to permanently revolutionise the sector.
Overcoming barriers
According to NHS Digital, 11 million people (approximately 20% of the UK population) lack basic digital skills, or do not use digital technology at all. These are likely to be older, less educated and in poorer health than the rest of the population. Furthermore, the UK Consumer Digital Index 2021 from Lloyds Bank outlines that there are 2.6 million people (approximately 5% of the UK population) who have not used the internet in the last three months. Working on overcoming these barriers is fundamental to enhancing digital inclusion, especially for the benefit of people experiencing social care.
Key reasons for remaining offline cited in the formation of the UK Digital Strategy include access, skills, confidence and motivation. Older people were more likely to be digitally excluded than others according to the Government Digital Service’s digital inclusion scale. Lack of infrastructure, such as poor internet connectivity, often prevents digital inclusion. Secondly, without the basic knowledge of how to operate digital technologies, inclusion cannot be possible. Also, older people can be fearful of being taken advantage of through online crime, are distrustful, or don’t know where to start to get help. Finally, older people, especially those in care, may not see the point of the internet – how it can benefit their lives and improve their experience of social care.
There is certainly work to be done if the sector, and its users in their entirety, are to reap the benefits of embracing digital technologies. The Centre for Ageing Better calls upon Government to offer support to not only get people online, but also ensure that they develop the skills and confidence to stay online through personal and ongoing guidance. Universal internet access should also be rolled out to provide a secure platform for digital inclusion to expand and digital equipment should be made available in care settings to promote familiarity with technology.
Improving Experiences
Greater digital inclusion for people who are still offline should at least provide an opportunity for technology to improve people’s experience of social care. The Health Innovation Network South London explains that technology holds great potential to free up invaluable staff time in care settings. Digital solutions can manage administrative tasks usually undertaken by care workers, fostering increased independence amongst service users and allowing staff to conduct more flexible working patterns.
The Care Quality Commission (CQC) expands by suggesting that technology will help care workers to prioritise and focus their attention on people who need it most. Technology’s capability to innovate communication in care settings can contribute further to improved social care experiences. Given the extensive COVID-19 shielding many care home residents have undertaken in the last 18 months, it is difficult to argue against the importance of ensuring technology continues to play its part in a rapidly modernising sector, designed to constantly improve the experience of its users.Â
During the pandemic, we witnessed the powerful role that the internet plays in keeping us connected – and we depended on it like never before. This was crucial for many older people, including those living in care homes. In Barnsley, the council refurbished over 100 old laptops and tablets and gave them to care homes to help keep residents connected. Not only did this help residents stay in touch with their friends and families, but it also allowed them to have online appointments with GPs who hadn’t been able to visit care homes. ONS figures show that internet use among over-75s has recently increased, nearly doubling from 29% in 2013 to 54% in 2020. However, three million people are still offline across the UK and the majority (67%) are aged 70 or over. Furthermore, Age UK figures show that while just under a quarter of over-75s in England have increased their internet usage since the pandemic, this is mainly existing users going online more often. As services and communities increasingly move online, millions of people who don’t use the internet risk being left behind. From health care services to community groups, being online has a lot to offer people in later life: access to culture, connections with others, and fast access to information. Our research shows that one of the most significant barriers people face to getting online is a belief that they are not capable. Support for people to get online should therefore be tailored, flexible, and relevant to what people want and need to do. Support should go at people’s own pace, offering repetition and reflection. Jargon should be avoided, and support should be ongoing. Once online, building skills and confidence is key in enabling people to do more of the things they want. It’s clear that with people of all ages still without internet use, offline alternatives remain vital to ensure no one is shut out from accessing services or connecting with others. Hybrid services – with both online and offline options – could be a brilliant thing for increasing participation. But the pandemic’s digital movement has shown great potential for the lives of people in social care to be made easier with improved access to online services. Now we have seen the power of digital, we must make the most of it. Kristina Leonnet, Senior Innovation and Change Manager, Centre for Ageing Better
 Â
The use of digital technology has been on the rise within social care for some years – but the COVID–19 pandemic has led to a rapid expansion, with technology playing a crucial role in remote monitoring, information sharing, management and direct care. Digital Social Care believes that technology has the power to support people to live in the place they call home and to do the things they want to do. Traditional pendant and technology-enabled care alarms still have a place, but we are seeing an increase in the use of consumer technology, such as virtual home assistants (e.g., Alexa and Google Nest) and smart home technology, in residential care settings and in people’s homes. This smart technology can be very empowering for people using social care and for loved ones, as it can provide reassurance and peace of mind. These technologies are also often managed by people receiving care themselves, so they are empowered to make their own choices on the types of digital tools they use and who has access to the data they generate. Digital technology is also enabling care staff to make more informed decisions about the care they are providing. Handheld devices enable care workers to record or check information when they are with their client. Emerging systems – such as shared care records and proxy access to GP and medication records – are enabling health and care staff to access the same information about the individuals they both support in real time. It’s more efficient – enabling care workers to spend time providing direct care, rather than chasing colleagues for information. Technology is, of course, developing incredibly quickly and we know from our research that it can be difficult for care providers to keep up to date. That’s why we work with care organisations to create success stories highlighting the technologies they are using and host the Hubble Project which enables care providers to learn from others who have introduced technology. Furthermore, the Better Security, Better Care programme helps providers to keep data safe, regardless of what technological and digital solutions they have in place. Katie Thorn, Project Manager, Digital Social CareÂ