As more and more health services move online, the digital world is opening doors to faster, more convenient support for many people. However, for others, particularly those facing digital barriers, the shift can create new challenges. Unpaid Carers already deal with significant responsibilities and may be unable to access digital-only healthcare services or lack trust or the knowledge to access these services.
Research confirms that groups who face the greatest health inequalities are also more likely to experience concerns or mistrust when using digital health services. Unpaid Carers are among those identified as particularly affected, with additional perceived or practical barriers in accessing digital healthcare tools.
A Partnership with Purpose
Forward Carers was proud to be approached by Good Things Foundation as part of their work with the VCSE Health and Wellbeing Alliance, to explore the barriers some people face when using digital health services. This work felt timely, as we had recently hosted a focus group on behalf of the Black Country Integrated Care Board, exploring Carers’ experiences of primary care, particularly around GP access and appointment booking.
This project aligned perfectly with our Carers Voice programme, our commitment to co-design, and our ongoing efforts to tackle digital exclusion. Good Things Foundation recognised the value of Carers’ lived experience, offering shopping vouchers to thank participants for their time, insight and expertise.
What We Did: Hosting Carer-Led Focus Groups
In November 2024, Forward Carers hosted two small, focused sessions attended by twelve Carers. These groups explored Carers’ experiences of digital healthcare and, importantly, their beliefs, concerns, and trust in using such services.
Carers were presented with realistic scenarios including:
- Downloading the NHS App,
- Booking a GP appointment online,
- Using an app to monitor diabetes, and
- Attending a video consultation with a GP.
These discussions raised real concerns: digital confidence, fear of scams, data privacy, and the reliability of internet connections were all key themes. Carers’ insights and reflections helped shape the next stage of the research: a co-design session to develop solutions and supportive resources.
The Impact: Empowering Carers, Shaping Solutions
Carers reported many benefits from taking part. One Carer shared that hearing others’ experiences helped clarify her own feelings about digital health tools. Several said they felt encouraged to explore online healthcare services in the future.
Some even downloaded the NHS App during the project or used Teams to attend family medical appointments—marking a clear step forward in confidence and digital engagement.
Through these workshops, Carers not only shared their voices—they shaped practical tools for others. Their contributions led to the creation of a brand-new leaflet to help build trust in digital health services.
We’re proud that this leaflet is now embedded in our digital inclusion offer, available to download from all our service websites. It offers clear reassurance and guidance for anyone uncertain about using digital platforms for their health. Carers can also access free training to gain digital skills to stay safe and connected available on Good Things Foundation’s Learn My Way platform. There’s even a section that teaches you how to manage your health online.
Download the leaflet to learn more about using digital health services confidently.
Read the full report from Good Things Foundation, featuring the voices and insights of the Carers who took part.
