Older adults’ experiences of digitalised primary care

Key messages

• digitalisation has changed how older adults access primary care services
• language barriers and limited digital skills restrict access for some groups
• many participants preferred face-to-face or video consultations over online-only routes
• digital systems were associated with stress and frustration
• experiences of racial discrimination shaped trust in digital services.

Policy implications

• digital primary care should retain accessible face-to-face options
• language support and culturally appropriate design are essential
• video consultations may offer a more acceptable alternative to text-based systems
• digital strategies should explicitly consider the needs of minoritised older adults.

Gaps

• participants all reported a good level of English proficiency
• people with very low or no digital engagement were not included
• women were overrepresented, limiting insight into men’s experiences
• limited focus on social care compared with health services.

Commentary
This study provides insight into how digital primary care is experienced by older adults from minoritised ethnic backgrounds. While some participants were able to engage with digital systems, many described practical and emotional barriers linked to language, confidence and system design.

The findings show that digitalisation can increase existing pressures rather than ease access. Stress, reduced trust and a sense of being marginalised were common where digital routes replaced familiar ways of contacting services. Preferences for face-to-face or video consultations reflected a desire for clarity, reassurance and human connection.

Racial discrimination emerged as an important contextual factor. Past experiences influenced how participants interpreted digital change and whether they felt services were designed with them in mind. This highlights how technology interacts with wider patterns of exclusion rather than operating in isolation.

Overall, the study suggests that inclusive digital care requires more than technical solutions. Maintaining non-digital options, improving language support and addressing experiences of discrimination are central to ensuring that digital transformation does not widen gaps in access for older adults from minoritised communities.