Even though internet access and digital devices are becoming more accessible, the digital divide is far from being closed. In healthcare, this gap creates life-threatening barriers. Patient outcomes worsen when individuals can’t access patient portals or attend telehealth sessions. Administrators and information technology professionals can help bridge the digital divide and save lives by taking action.
The Digital Health Divide Is Isolating Patients
Telehealth promised to eliminate medical deserts, yet it does nothing for people without internet-connected devices. Remote, underprivileged and vulnerable populations face the greatest barriers.
Without an internet connection, patients can’t access their medical records, schedule appointments online, review test results or attend telehealth appointments. In the United States, one in five households does not use the internet or any type of digital technology. This digital isolation creates a two-tiered healthcare system in which some patients receive seamless care while others face systemic barriers to basic health services.
How Digital Inequity Disrupts Patient Care
As a result of the digital divide, patients may have difficulties accessing medical records or communicating with providers. Say a highly infectious disease begins spreading quickly, even in rural areas. Someone who is particularly vulnerable wants to get vaccinated. However, without reliable internet access, they can’t access the online vaccination sign-up.
Even those who have internet access can still be affected by the digital divide if they lack digital literacy. For example, a patient may schedule a telemedicine appointment only to realize they don’t know how to use the platform. They incur a no-show fee when they inevitably miss their appointment and are left without an answer to their health concern.
In the United States, 87% of full-time workers have access to employer-sponsored healthcare benefits, and 65% participate. Despite the vast majority having health insurance or healthcare benefits, access remains inequitable. For people without reliable internet access, something as seemingly simple as accessing medical records can be extremely complicated.
Who Benefits From Bridging the Digital Divide?
The benefits of improving digital health equity are mutual. For patients, it means better health outcomes and empowerment. They gain the ability to manage their care actively, communicate with providers efficiently and access critical health information when they need it most.
Healthcare organizations benefit from better population health data and reduced administrative burdens. When patients can access portals and attend virtual appointments, employees collect more comprehensive data, improving care coordination. Administrative staff spend less time fielding calls for appointment scheduling or test results. The efficiency gains create capacity for organizations to serve more patients while improving quality.
Strategies to Improve Digital Health Equity
Healthcare information technology (IT) professionals and administrators should implement these strategies to address digital health inequity.
Promote Widespread Digital Health Literacy
Patient-facing education and training programs are key, especially for older adults or those with limited technology experience. These programs can offer hands-on instruction in navigating patient portals, joining telehealth appointments and understanding digital privacy. Community health centers, senior centers and public libraries serve as ideal venues for these sessions. Facilities should provide ongoing resources that patients can access as technology evolves.
Expand Patient Access to Digital Devices
Providing hardware directly addresses access issues. While this approach is unconventional, loaning, renting or selling internet-connected, video-capable tablets is a strategic investment. Hospitals may even see a positive return on investment if they reduce costly no-shows and improve patient outcomes.
Through the Connected Devices Program, the Department of Veterans Affairs offers internet and video-capable devices to eligible veterans who don’t have these devices at home. It also provides 24/7 tech support for these devices. The Federal Communications Commission’s Lifeline program helps cover the cost of broadband and phone services. These models demonstrate that device access programs are both feasible and effective.
Enhance Portal Accessibility and Usability
The IT team must include features like multilingual options and visual, audio, mobility and processing aids to cater to diverse patient needs. In 2024, 65% of the country’s population was offered online access to their medical records through their healthcare provider or insurer — up from 25% a decade prior. Despite the offer, many didn’t access the patient portal.
Genuine accessibility requires thoughtful design that anticipates how different populations interact with technology. Text sizing options, screen reader compatibility, simplified navigation and clear language all contribute to a portal that serves everyone rather than just the digitally savvy.
Unify Patient Data to Reduce Portal Fatigue
Data silos overcomplicate patient portal access. Managing multiple patient portals creates significant barriers, even for those with access. A patient who sees a primary care physician and a specialist and uses a separate pharmacy may need to navigate three or more distinct portals, each with different login credentials, interfaces and capabilities.
Unified medical records are a key long-term goal. Health information exchanges and interoperability standards can help consolidate patient data into a single access point. When patients can view all their health information in one location, they’re more likely to engage with digital health tools consistently.
Partner With Public Services and Technology Providers
The IT team can leverage existing public infrastructure to create healthcare access points. Partnerships with technology or telecom providers can expand access to home internet or digital devices.
Especially for underserved and rural communities, more libraries are becoming increasingly vital telehealth hubs. They provide free technology and internet access. Their wide distribution across urban and rural areas makes them easily accessible to the public. Sometimes, they are even more accessible than hospitals, positioning them to reduce known barriers to care.
These partnerships can involve simple promotions and infographics or be as complex and in-depth as assistance programs. Whether professionals seek to educate or supply hardware, they help patients overcome digital barriers.
Ensuring Initiatives Reach All Patient Populations
Once these initiatives are in place, one crucial step remains. Healthcare entities must actively promote these new tools and programs through targeted outreach, web banners and clear communications to ensure patients know they exist.
The most robust digital equity program fails if the people who need it most never learn it exists. Outreach should meet patients where they are, whether through traditional mail, community events, partnerships with local organizations or announcements during in-person visits. Multilingual materials and culturally appropriate messaging ensure communications resonate across diverse populations.
Bridging the Digital Divide Enhances Care
Bridging the digital divide is both a technical challenge and an equity imperative. When IT professionals implement these strategies, technology becomes a connector rather than a barrier and patient outcomes improve across the board.
By Zac Amos, ReHack
