Digital health services across the UK are failing to reach those who need them most because patients and communities aren't being involved in their design from the start, according to a significant new report from The King's Fund. This oversight risks widening health inequalities at a time when digital tools should be bridging gaps in care, the independent health think tank warns.
The report, titled 'Designing inclusive and trusted digital health services with people and communities', reveals a troubling pattern: many digital health initiatives are developed without meaningful input from the people they're meant to serve. This approach leads to predictable outcomes – low uptake, user frustration, and diminished confidence in NHS digital services. Whilst digital technologies hold enormous promise for improving healthcare access and efficiency, their potential remains largely untapped when they don't meet the diverse needs of our population.
The King's Fund identifies several key principles for effective co-design, including clear and accessible communication, adequate resources to support community involvement, and ensuring feedback genuinely influences development. Crucially, this isn't presented as an optional extra – it's described as fundamental to building a digital health system that actually works for everyone, from those with limited digital skills to people facing language barriers or managing complex health conditions.
The consequences of ignoring co-design are far-reaching and concerning. Rather than removing barriers to healthcare, poorly designed digital services can create new ones. Consider an NHS app that's too complicated for older patients to navigate, or one that fails to account for cultural preferences, potentially alienating entire communities. As the report makes clear, digital inclusion and health inclusion are inseparably linked – you can't achieve one without the other.
Moving forward, NHS leaders, policymakers, and service providers must embrace a fundamental shift in approach – from designing 'for' people to designing 'with' them. Only by placing patients' lived experiences and diverse perspectives at the centre of digital healthcare transformation can we build services that are both trusted and genuinely accessible to all.