Technology and social care in a digital world

Key messages

• technology enabled care services have been used in UK adult social care for decades, but digital technologies and mainstream consumer devices are increasingly being considered for service delivery
• the planned UK switchover from analogue to digital telecommunications networks requires large-scale replacement or upgrading of existing telecare systems
• uneven broadband infrastructure and mobile connectivity create a digital divide, limiting the reliability of digital care technologies in some regions
• mainstream technologies such as smart speakers are being trialled in adult social care but are not designed or regulated as safety-critical alarm systems
• privacy, data security and informed consent issues arise when consumer technologies collect and process personal data
• the evidence base on outcomes from technology use in adult social care remains limited, and commissioning decisions are not always informed by research evidence.

Policy implications

• the digital switchover requires coordinated national and local planning to ensure continuity of telecare services
• regulatory frameworks and safety standards may need updating to address the use of mainstream consumer technologies in care contexts
• digital infrastructure and connectivity must be considered when designing technology-enabled services
• commissioning should prioritise user outcomes and needs rather than starting with available technologies
• stronger research evidence is required to inform large-scale adoption of new technologies in adult social care.

Gaps highlighted

• limited empirical evidence on outcomes from mainstream technologies used in adult social care
• the paper flags an insufficient understanding of how technology interacts with social context, user routines and care relationships
• this review also comments on the limited evidence on how digital infrastructure inequalities affect access to technology-enabled care.

Commentary

This review examines how technology is positioned as a potential response to long-standing challenges in adult social care, including population ageing, workforce pressures and increasing demand for care. It highlights the growing interest among commissioners in using digital and mainstream consumer technologies as part of technology-enabled care services.

However, the paper emphasises that this shift is occurring alongside a major infrastructure change: the transition from analogue telephone systems to digital networks. Many existing telecare devices rely on analogue connections, meaning they must be replaced or adapted to function in digital environments. This transition introduces practical and safety challenges, particularly if systems are not upgraded in time or if connectivity is unreliable.

The review also highlights regulatory and ethical considerations associated with the use of mainstream technologies. Devices such as smart speakers are not designed as social alarm systems and therefore do not follow the same safety standards or fail-safe protocols. At the same time, concerns around data privacy, security and informed consent arise when such devices collect and process personal information.

In relation to care equity, the paper identifies the digital divide as a major concern for technology-enabled care. Differences in broadband availability, mobile connectivity, income and digital literacy mean that some communities may not be able to benefit from digital care technologies. If technology becomes a central mechanism for delivering services, these disparities could reinforce existing inequities in access to support.

Overall, the paper argues that the adoption of technology in adult social care should be guided by robust evidence and user-centred commissioning. Rather than assuming that digital innovation will automatically improve care, policymakers and commissioners must consider infrastructure, regulation, safety and user experience when designing technology-enabled services.