Digital front doors and social care use

Key statistics

• less than 20% (27/147) of local authorities provided an integrated digital easy-read format as part of their digital front door system
• about 25% (37/147) adopt digital self-assessment within their system. 

Key messages

• digital front doors are increasingly used by local authorities to manage access to social care
• associations were identified between the presence of digital front doors and patterns of social care uptake
• impacts varied across age groups
• findings suggest digital access routes may influence who engages with social care services
• evidence reflects early implementation rather than long-term effects.

Policy implications

• digital front doors should be implemented alongside non-digital access routes
• monitoring of service uptake by age and other characteristics is important
• local authorities may need to assess how digital access shapes demand and equity
• digital access strategies should be integrated with wider access and prevention planning.

Gaps

• lack of qualitative data explaining why digital front doors are effective or ineffective
• limited insight into user experiences and barriers
• most data relate to 2021 or within two years of implementation
• long-term impacts on access and outcomes are not yet evidenced.

Commentary
This study offers early quantitative insight into how digital front doors may shape access to social care. By analysing patterns of uptake across local authorities, it highlights that digital access points are not neutral tools and may influence who comes forward for support.

Variation by age group suggests that digital routes may work better for some populations than for  others. Without accompanying qualitative evidence, it remains unclear whether observed differences reflect convenience, exclusion, confidence or awareness.

The short timeframe is also important. Digital front doors were widely introduced during and shortly after the COVID-19 pandemic, a period of rapid service change. Their longer-term effects on access, prevention and unmet need remain uncertain.

Overall, the study highlights the importance of treating digital front doors as part of a broader access system. Understanding how different groups experience and navigate these tools will be essential if technology is to support fair and effective access to social care.