Improving access for digitally excluded people using mental health services

Key messages

• digitally excluded people using mental health services face barriers related to device access, connectivity and digital skills
• a trust-wide offer providing devices, data connectivity and one-to-one digital skills support improved access to digital care
• participants reported increased engagement with services and greater perceived control over their care
• tailored, individual support was central to building confidence and digital capability
• digital inclusion was viewed as enabling participation rather than replacing non-digital care options.

Policy implications

• digital inclusion support should be treated as a core component of digital mental health strategies
• investment in devices and connectivity needs to be accompanied by personalised skills support
• mental health providers may need dedicated roles or teams to deliver digital inclusion at scale
• hybrid models should remain available to avoid excluding those unable or unwilling to use digital tools.

Gaps

• limited evidence on longer-term outcomes and sustainability
• no assessment of cost-effectiveness
• potential selection bias due to voluntary participation
• uncertainty about scalability beyond a single NHS trust.

Commentary
This study demonstrates how targeted digital inclusion support can improve access and engagement for mental health service users who are otherwise excluded from digital care. By combining devices, connectivity and one-to-one support, the intervention addressed multiple barriers simultaneously.

From a care equity perspective, the findings highlight that digital exclusion is not simply a technical issue but one linked to confidence, skills and control. Supporting people to use technology on their own terms can enhance autonomy and participation in care.

The emphasis on personalised support is particularly important. Standardised digital roll-outs are unlikely to meet the needs of people facing multiple disadvantages, whereas tailored approaches may help reduce inequities in access to mental health services.

However, the study also points to evidence gaps. Without data on long-term outcomes, cost-effectiveness and scalability, it remains unclear how such programmes can be embedded sustainably across systems. Even so, the findings provide useful practice-based evidence for designing more inclusive uses of technology in care.