Digitalisation of social care and older unpaid carers

Key messages

• older unpaid carers recognise potential benefits of digital social care tools
• digitalisation is often experienced as coercive rather than optional
• access limited by affordability barriers, including device and data costs
• gaps in digital skills and confidence increase risk of exclusion
• carers call for co-production and the retention of offline options.

Policy implications

• digital social care must preserve genuine choice between digital and non-digital routes
• funding for devices and connectivity is needed to prevent exclusion
• carers should be involved in the design and implementation of digital services
• margins-first approaches can help ensure digital policy reduces rather than widens inequity.

Gaps

• evidence is primarily qualitative
• limited evaluation of interventions addressing affordability and access
• lack of outcome data on equity impacts for carers
• need for research on scalable, inclusive digital social care models.

Commentary
This study shows how the digitalisation of social care reshapes everyday caring work for older unpaid carers. While digital tools were sometimes seen as useful, many carers described a loss of choice as non-digital routes were reduced or removed.

Affordability and skills gaps emerged as central barriers. For carers already managing significant responsibilities, the need to pay for devices or data and to develop digital confidence added pressure rather than relief. These constraints meant that digital systems often worked better for those with existing resources, leaving others struggling to engage.

The findings also highlight the importance of how digital change is implemented. Where carers were not involved in design decisions, digital services were more likely to feel imposed and poorly aligned with real-world caring contexts. In contrast, co-produced approaches were seen as more responsive and respectful of carers’ needs.

Overall, the study illustrates that digital social care can either support or undermine access depending on the choices made around funding, design and delivery. Retaining offline options and providing practical support for connectivity and skills are not transitional measures, but essential conditions for fair and workable digital care.