Re-engage pursues campaign topics based on what our older people tell us is important to them. We regularly run consultations with our older people to understand the issues affecting them to inform our approach.
Our current campaign: Care on HOLD
Why digital-first GP access risks excluding older people
Older people across the UK are being excluded from GP services as the NHS shifts to digital-first access. Low levels of internet use among the older population, hard-to-navigate systems, and the removal of traditional booking routes are leading to delayed care and increased pressure on emergency services. For older people who are living with loneliness or are isolated, this erosion of access to vital healthcare services and, importantly, human connection, only further exacerbates their situation. Ensuring older people have genuine choice - digital and non-digital - is essential to prevent widening health inequalities.
The UK has an ageing population, and although internet usage among older adults is growing, significant gaps remain in the number of older adults who are able to access online services. As GP services shift towards digital-first systems, older people report frustration at being excluded and disconnected from healthcare. Many describe this feeling using terms such as “inadequate”, “disadvantaged”, and even “discriminated against” because they lack the skills, experience or confidence to navigate online systems.
This exclusion has real consequences for health outcomes and wellbeing and increases pressure on existing NHS services.
Our key asks
To make digital health systems inclusive, accessible, and equitable – particularly for lonely and socially isolated older people - we call on the UK’s governments to:
- Embed in NHS digitalisation strategies the right for people to choose between digital or offline access when using health services, ensuring that digitalisation does not replace the option of non digital contact.
- Include in GP contracts a condition that analogue routes remain available by making non digital access a protected component of health digitalisation policy, so that no one is required to go online to receive care.
- Ensure older people are directly involved in shaping digital health policy and service design, so decisions reflect the needs and experiences of those most affected.
- Centrally collect and publish data from Integrated Care Boards (IBCs) and health boards on both digital and analogue access, broken down by age, gender, and ethnicity, to make the impact of digitisation visible and identify any groups disproportionately affected.
Care on HOLD report
Read our full report: Care on HOLD
Tell us about your experience accessing your GP online?
We want to hear from older people about their experiences using online GP services – positive or negative.
As more healthcare moves online, it's vital that digital systems work for everyone. We're gathering real-life stories to understand where things are going wrong, and just as importantly, to highlight examples of GP surgeries that are getting it right.
Your feedback will help us identify barriers, share best practices, and advocate for improvements that ensure older people aren’t left behind in the digital shift.
If you’ve had a good or bad experience accessing your GP online, we’d love to hear from you.