Older people ‘at risk of being left behind’ as services move online
The Older People’s Commissioner for Wales says one in five people over 75 are digitally excluded, with growing concerns over access to healthcare, banking, transport and other essential services.
Older people in Wales are at risk of being left behind as more essential services move online, the Older People’s Commissioner for Wales has warned.
Rhian Bowen-Davies says one in five people over the age of 75 in Wales are digitally excluded, with some struggling to access services they rely on every day.
The shift towards digital services is affecting everything from booking healthcare appointments and ordering repeat prescriptions to banking, paying for parking and checking public transport timetables.
The Commissioner says older people should not be expected to navigate increasingly complicated digital systems simply to access essential services.
“Many older people are valuing and using technology every day,” she said.
But she says having an internet connection is only part of the problem.
“It’s about skills and confidence. It’s about affordability and accessibility, and it’s about connectivity.”
Ms Bowen-Davies says digital transformation can be positive when people are supported to use it, but it should not come at the expense of those who cannot.
“The shift to digital should increase people’s choices. It shouldn’t be removing choices and creating barriers to access essential services.”
She is calling on the Welsh Government to ensure telephone and face-to-face services remain available and are as accessible and visible as their online alternatives.
She also wants older people to have a greater say in how new digital services are designed and tested.
“Essential public services need to be accessible to those who need them,” she said.
She said more needs to be done to measure whether changes are actually improving people’s lives.
“What difference is this making to older people’s everyday lives?” she asked.
Ms Bowen-Davies warned that without long-term action, “older people are at risk of being left behind and excluded and unable to access essential services that they need.”
The Welsh Government have been asked for comment