28th July 2025
The NHS is going digital – but not everyone is feeling the benefits. While many trusts are upgrading systems and services, some patients are still being left behind. True digital transformation isn’t just about technology. It’s about making sure every patient can access care, no matter their background or situation.
Many NHS services still rely on outdated communication methods – like letters sent too late or phone calls during working hours. These systems often assume patients speak fluent English, have internet access and are available during the day. But that’s not the case for everyone.
Patients who work night shifts, share phones or speak limited English often miss important updates. They may not get their appointment letters in time or miss calls while sleeping. Here’s why it’s vital – without digital inclusion in healthcare, it can cause missed care and worse health outcomes.
More NHS trusts are now focusing on digital inclusion – not just giving people access to digital tools, but making sure those tools work for everyone. That means:
“True digital transformation in the NHS isn’t about replacing letters – it’s about expanding choice, removing barriers and designing systems that open doors, not put up walls.”
Louisa Mackintosh
Market Manager, Netcall
Some trusts are already seeing the results of digital inclusion in healthcare. By working with partners like Netcall, they’re building systems that reflect the real lives of patients. One Trust created a patient portal with:
They also launched a clear communication campaign with posters, QR codes and support materials to help patients understand the new system.
In just two weeks, 114 appointments were offered through the portal. Two-thirds were confirmed online – including by older patients in their 70s and 80s.
Digital inclusion in healthcare doesn’t simply mean removing paper – it means offering more options. Patients should be able to choose how they get information: By letter, text, app or phone. Some trusts are even giving out free SIM cards and devices to patients who need them.
This approach helps to reduce missed appointments, lower stress and improve care for everyone.
The journey is just beginning. NHS trusts are now:
And they’re doing it with one goal: Inclusion by design.
Digital transformation in the NHS should be about more than saving money or hitting targets. It should be about fairness, dignity and better care for all.
What’s one thing your trust could change today to make services more inclusive?
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