Bridging the digital divide: How suppliers can proceed to succeed in the digitally excluded


Amid the Covid-19 pandemic, media reporting has targeted on how the pandemic is accelerating a brand new period of healthcare, using rising applied sciences like AI, IoT and telemedicine to make the business extra environment friendly, clever and responsive. Whereas it’s important that the business continues to discover options enabled by these applied sciences, this narrative overlooks an essential barrier: the difficulty of entry.

A recent study by the Nationwide Ballot on Wholesome Getting old highlighted the size of the “digital exclusion” problem dealing with the healthcare business, revealing that almost half (45 p.c) of adults over 65 haven’t created affected person portal accounts to entry their medical data. Because the pandemic accelerates digital transformation in healthcare, there’s rising concern that this digital divide will additional develop. The business should take steps to maintain healthcare data accessible to all affected person populations.

Whereas the web and digital exclusion just isn’t a brand new challenge, the pandemic make clear populations that lack the digital literacy, inclination or entry wanted to make the most of on-line techniques. In keeping with a 2019 report from the Pew Research Center, practically one-third (30 p.c) of individuals within the U.S. over the age of 65 don’t use the web, and greater than 40 p.c shouldn’t have broadband entry at dwelling. Moreover, practically 40 p.c of Individuals over 65 don’t personal a smartphone. But, healthcare organizations are rising their on-line presence at a fast tempo, with greater than 90 percent providing affected person portal entry. This disconnect has been highlighted through the pandemic, with older generations anticipated to navigate complicated on-line techniques with a view to get hold of entry to vaccines, testing and appointments.

The Digital Disconnect
Migration to the Digital Well being File (EHR) started greater than a decade in the past within the U.S. and was accelerated by the Well being Info Expertise for Financial and Scientific Well being Act (HITECH Act) and Significant Use. Early enforcement efforts made hospital funding contingent on reaching sure ranges of technological adoption. In the present day, non-compliance may end up in fines and penalties.

Whereas digitization brings important advantages, it’s accompanied by the unintended aspect impact of digital exclusion. Within the race to digitize and go paperless, healthcare leaders danger overlooking what their affected person populations truly need and want. For instance, when post-visit directions or take a look at outcomes are posted on-line within the affected person portal, not all sufferers are capable of simply entry it. And within the case of the Covid vaccine roll-out, the place many well being techniques are utilizing affected person portals for vaccine scheduling, reliance on digital techniques can add hurdles for these with out on-line entry, delaying their capacity to obtain life-saving remedies.

Enabling Interoperability
Supporting each digital and offline workflows additionally has an essential position to play in interoperability. Lengthy-term care suppliers equivalent to care houses might not use on-line and digital techniques for his or her information. When these suppliers have to share information with hospitals and different neighborhood care suppliers, there generally is a course of disconnect, resulting in delays and extra cycles. Contemplating proactive options that assist each workflows may also help handle these challenges earlier than they adversely have an effect on sufferers.

If we don’t prioritize options now, the healthcare digital divide might current extra widespread nationwide and worldwide challenges. Within the subsequent few years, nations which can be shifting quickly by means of their digitization journey, like Canada and the UK, will seemingly face comparable challenges as digitization continues to roll out inside their well being techniques at tempo.

Hybrid Communications Options
Creating hybrid affected person communications and information channels throughout digital and offline instruments, equivalent to bodily print, may also help bridge the hole. Use of printed affected person communications can complement e mail, app/on-line, telephone and textual content message choices and guarantee all forms of sufferers have entry to data.

When occupied with IT infrastructure, healthcare supply organizations (HDOs) ought to make the most of print gadgets that hyperlink to the EHR system to assist guarantee efficient communication for all sufferers. These gadgets are notably helpful in hospitals and clinics that cater to populations with low web entry, to make sure they’re capable of entry data and recommendation in a format that works for them.

In the end, the primary rule of medication is to do no hurt. However with the drive towards digitization of affected person information and on-line affected person communications, there’s a danger it could outpace the digital entry of the inhabitants. This could have an effect on affected person communication and high quality of care which, as we’ve seen with the pandemic, can actually translate right into a matter of life or demise.

Whereas digital transformation in healthcare improves affected person care, HDOs should proceed to assist those that, by selection or necessity, depend on offline healthcare companies.

Photograph: francescoch, Getty Pictures


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