DIG_03AchievingDigital Inclusion
Develop Digital Navigation Roles Within Practices
Summary
Train or recruit trusted staff or volunteers to act as ‘digital navigators’ actively supporting patients to use digital healthcare tools effectively.
Supporting information
Digital exclusion compounds health inequalities and some patients require personalised support, particularly older adults, those with limited literacy, cognitive impairments, or language barriers. Digital navigators help willing patients develop skills and confidence to access online services, ensuring digital transformation reduces rather than widens inequalities.
Approaches to implementation:
- Identify staff members or patient volunteers with communicationn and digital skills
- Provide patient training sessions on the use of common digital health tools, such as the NHS App and e-consultations
- Create regular drop-in sessions for digital support in the practice
- Partner with local libraries or community centres to extend reach
- Focus on building confidence, not just technical skills
Key benefits: Transforms digital exclusion from a barrier to a surmountable challenge, enables patients to access digital services on their own terms, and demonstrates commitment to digital inclusion.
Resources
Links open on other organisations' websites.