Video consultations have changed the way healthcare is delivered. For some patients, they offer a convenient and flexible way to see a doctor or nurse without the hassle of travel or long waiting times. But for others, they create new challenges that make accessing care even harder.
My research into video consultations in community healthcare has highlighted a growing issue: the digital divide. While technology can improve access for some, it can also leave others behind.
Who Benefits from Video Consultations?
For patients who are comfortable with technology, video consultations are a game-changer. They can:
✅ Save time by eliminating the need to travel to appointments.
✅ Offer flexibility, allowing people to fit consultations around work and other commitments.
✅ Reduce exposure to infections, which is especially important for vulnerable patients.
These benefits make virtual care an attractive option for many. But for others, digital healthcare isn’t so simple.
Who Gets Left Behind?
My research found that video consultations can actually make healthcare harder to access for some patients. The key barriers include:
1. Lack of Access to Devices
Not everyone has a smartphone, tablet, or laptop. Some patients only have a basic mobile phone, which isn’t compatible with video consultations. Others may share devices with family members, making it difficult to schedule appointments.
💬 One clinician shared: “I’ve had patients who simply couldn’t access care because they only had a basic mobile phone.”
2. Digital Literacy Gaps
Even when patients have the right device, some struggle to use it. Tasks like downloading an app, clicking on a meeting link, or adjusting camera settings can be confusing—especially for older adults or those with limited experience using technology.
3. Poor Internet Connectivity
Reliable Wi-Fi or mobile data is essential for video consultations. But not all patients have access to a strong internet connection, particularly those in rural areas or on low incomes. A poor connection can lead to frozen screens, distorted audio, or dropped calls—making it difficult to have a proper consultation.
Bridging the Digital Divide
If digital healthcare is the future, we need to make sure no one is left behind. Here are some possible solutions:
✅ Offer alternatives – Video consultations shouldn’t be the only option. Patients should still be able to choose phone or in-person appointments when needed.
✅ Provide digital support – Training sessions, helplines, or written guides could help patients feel more confident using video platforms.
✅ Improve access to technology – Community hubs, libraries, or GP surgeries could provide access to devices for those who don’t have their own.
✅ Address internet issues – Healthcare providers could explore low-data options or work with network providers to improve access in poorly connected areas.
Video consultations can make healthcare more accessible, but only if we address the barriers that prevent some patients from using them. The digital divide is real, and without action, it risks excluding those who need care the most.
What do you think? Have you seen digital exclusion affect access to healthcare?
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