Beyond Compliance: Inclusive Digital Care in General Practice

Digital innovation is transforming general practice – but without careful planning, it risks leaving some of the most vulnerable patients behind

CREDIT: This is an edited version of an article that originally appeared in Enhanced Primary Care

Many people don’t realise that general practices are public bodies – and that carries specific legal responsibilities. Under the Equality Act 2010, all public sector organisations, including GP practices, must consider how their services affect people with protected characteristics such as disability, age, gender reassignment, race, religion, sexual orientation and more.

This isn’t just a legal technicality – it’s a key part of ensuring fair, safe and accessible healthcare for all. And it’s something the Care Quality Commission (CQC) is now actively assessing as part of their new Single Assessment Framework, which places a stronger focus on equity and access.

What Does This Mean for Your Practice?

When your practice introduces new ways of working – particularly digital services like online appointment booking, eConsults, or video consultations – you need to ensure these services are accessible to everyone. That means actively identifying and addressing any barriers that could exclude certain groups of patients.

The duty isn’t just to avoid discrimination; it’s to take proactive steps to ensure that all patients, regardless of their personal circumstances, can access your services equitably. This is called the Public Sector Equality Duty, and it means you must show how you’ve considered and responded to the needs of diverse patient groups in the way you plan and deliver care.

Common Barriers and Their Real-World Impact

Here are just a few examples of how barriers can prevent patients from accessing care effectively:

• Disability: A patient with a hearing impairment may struggle with a video consultation if there’s no captioning. A patient with arthritis may find it difficult to use a smartphone to complete online forms.
• Age: Older patients may lack the digital confidence or skills needed to use online booking systems or attend virtual appointments.
• Language Needs: Patients whose first language isn’t English may not understand online triage questions, especially if auto-translation tools are unreliable or unavailable.
• Cognitive or Learning Disabilities: Some patients may find it difficult to navigate websites, read long text, or understand complex medical terms, which can lead to missed care opportunities or poor outcomes.
• Digital Poverty: Patients on low incomes may not have reliable internet access, up-to-date devices, or private spaces for remote consultations.

These barriers don’t just create inconvenience – they can result in missed diagnoses, delayed treatments, increased health inequalities and lower levels of trust in general practice.

What Should Practices Be Doing?

To meet your legal and ethical obligations, your practice should:

• Assess the impact of new services on patients with protected characteristics before they’re rolled out
• Consult patients and community representatives, particularly those from underrepresented or marginalised groups, to understand what’s working and what’s not
• Offer alternatives where digital access isn’t possible, such as phone lines, face-to-face appointments, or in-person support for online forms.

Need Help Getting Started?

There’s a free, practical online audit tool available to help GP practices check their compliance with digital inclusion and equality requirements. This tool walks you through common pitfalls, highlights areas for improvement, and offers suggestions on how to make your services more inclusive and patient friendly.