Digital literacy is increasingly a gateway to health, wellbeing and opportunity. Accessing GP services, managing long-term conditions, applying for benefits, finding housing support, or engaging in education now relies on digital confidence as much as clinical provision. Building on widely recognised determinants of health, such as income, housing, education and social networks, digital inclusion is emerging as a critical determinant shaping how people experience health and care across West Yorkshire.
This event on Thursday, 21st May 2026 brought together community leaders, healthcare professionals, innovators, and people with lived experience to explore how local communities are responding and what collective action looks like next.
More information on speakers is available here
Reflections on Digital Literacy and Inclusion
This report summarises key reflections from the One HealthTech Digital Literacy Event held in Wakefield on 21 May. The session explored the scale and impact of digital exclusion in the UK, its intersection with health inequalities, and the urgent need for inclusive digital transformation in healthcare1.
- The Scale of Digital Exclusion
The event opened with compelling statistics:
- 7% of households lack access to basic NHS services and are not online.
- 10 million adults do not possess fundamental skills to use NHS services online.
- 2 million people have no access to mobile or broadband connectivity.
- 1 million people recently cancelled broadband contracts due to the cost of living crisis.
Reflection: Digital exclusion is a widespread issue, not a niche concern. It disproportionately affects those already facing health inequalities, making digital access a critical determinant of health1.
- Digital as a Determinant of Health
Speakers emphasised that digital capability now interacts with every layer of the determinants of health model (Dahlgren & Whitehead). Digital literacy is inseparable from health literacy and influences lifestyle, environment, work, education, and community.
Reflection: Digital access is not merely a technical skill but a fundamental determinant of health. Its absence can exacerbate existing inequalities1.
- Lived Experience and Accessibility
A powerful account from Ali, a severely visually impaired participant, highlighted real-world barriers:
- Apps incompatible with screen readers.
- Password timeouts and complex logins.
- Constant app updates breaking accessibility.
Reflection: Accessibility must be prioritised in digital health design. Audio-first interfaces, stable platforms, and non-digital fallback routes are essential1.
- Trust, Choice, and System Fragmentation
Key themes emerged:
- Trust: Concerns about data privacy and safety, especially with shared WiFi and government systems.
- Choice: Some individuals, particularly older adults, do not wish to use digital tools. Digital must not become the only route.
- System Fragmentation: Multiple apps, portals, and logins create confusion and disengagement.
Reflection: Building trust, offering genuine choice, and reducing system fragmentation are vital for successful digital inclusion1.
- Behaviour Change and Workforce Readiness
Motivation to use digital tools often stems from non-health benefits such as social connection and convenience. However, workforce readiness is crucial—community nurses, receptionists, and clinicians require support and training to adopt new tools.
Reflection: Digital transformation must be accompanied by workforce development and support to ensure both patients and staff are empowered1.
- Key Questions Raised
- How do we support people who cannot use digital tools?
- How do we design for severe visual impairment or neurodiversity?
- How do we build trust in digital systems?
- Why aren’t patients involved from the start?
- Why aren’t accessibility features mandatory?
- How do we maintain non-digital routes as digital expands?
- How do we embed digital inclusion as a core requirement?
Reflection: These questions challenge assumptions and highlight the need for inclusive, patient-centred design in digital health1.
Key Actions and Commitments
- Individual Pledges
- Ask every patient: “What works for you?”
- Embed accessibility in procurement: Ensure audio, large text, and screen reader compatibility.
- Bring invisible communities to the forefront: Focus on learning disabilities, neurodiversity, and poverty.
- Share Leeds’ digital ability screening tool: Promote as good practice.
- Ensure patient involvement at the idea stage: Not after development.
- Promote community-based digital hubs: Support groups, libraries, and community centres.
- Stop assuming digital is always the right answer.
- Organisational Actions
- Develop a “How to / How not to” guide for digital service design.
- Capture case studies of good and bad practice.
- Build a digital inclusion framework into local transformation work.
- Strengthen links between clinical services and community assets.
- Encourage GP practices to check digital ability before signposting to online tools.
- Follow-up Commitments
- Share slide pack with participants.
- Invite participants to join One HealthTech.
- Collect pledges and follow up at a future celebration event.
Overall Takeaway
Digital transformation in health can either reduce inequalities or amplify them. The outcome depends entirely on design, trust, accessibility, and whether people are involved from the start. The event’s spirit is captured in the statement:
“We need to start where people are now, not make assumptions that they’re already online.”1
Conclusion: This event underscores the importance of empathy, evidence, and relentless commitment to accessibility in digital health. The journey towards digital inclusion must be shaped by listening, involving, and designing with those most affected, ensuring digital tools empower rather than exclude.