The Digital Divide and the Challenges Faced by Older People
As the world becomes increasingly reliant on digital services, many older people in the UK are being left behind. According to Age UK, millions of older individuals rarely or never use the internet, which can make everyday tasks like paying for parking or booking NHS appointments extremely difficult.
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The charity has received numerous reports from people struggling with online processes, such as applying for a Blue Badge, which allows access to special parking bays for those with mobility issues. In response, Age UK recently submitted a petition with 170,000 signatures to 10 Downing Street, urging the government to ensure that older people are not excluded by ‘digital first’ policies.
Age UK is calling for clear guarantees that all public services, including the NHS and local councils, will provide offline alternatives. This could involve in-person assistance or other forms of support for those who cannot or do not want to go online.
The Scale of the Issue
Research by Age UK shows that one in five people aged 65 and over use the internet less than once a month or not at all. This figure rises significantly among certain groups:
- 32% of older Black people
- 30% of those living alone
- 26% of older Asian people
- 22% of older women or those facing financial difficulties
Additionally, 31% of older people report poor IT skills, while 22% say they lack trust in the internet. The charity also found that 12% of over-65s don’t use a mobile phone, and 33% don’t have a smartphone. Around 7% of older people have reduced their internet usage in the past year, highlighting how some may stop using the internet as they age.
Concerns Over Digital Policies
Age UK is worried that ‘digital first’ policies could leave older people struggling with their finances and healthcare as they grow older. The charity has outlined several key requests for the government:
- A guarantee that all public services offer affordable, easy offline options.
- The NHS Ten Year Plan should consider the needs of older people who are not online.
- More funding and support for those who want to get online, especially in deprived areas.
- The Digital Inclusion Action Plan should assist those who will never be online or cannot use the internet safely.
- The government must protect access to cash and banking by ensuring banks maintain face-to-face services.
Personal Stories of Struggle
Many older people have shared their experiences of frustration with online systems. Sue, 73, from London, has very poor eyesight and cannot use computers or smartphones. She says:
“Everything is online these days. Trying to deal with some local authorities is an absolute nightmare if you don’t have people around you who can do it for you. I shouldn’t have to give someone my personal information. I want to be treated equally.”
Mike, 76, feels the same way: “The stress and frustration of trying to operate online – I simply go round in circles and it is very upsetting. It all makes me feel rejected and excluded.”
Janet, 74, gave up on getting doctor appointments after her knee replacement. She couldn’t contact the NHS for pain relief and now avoids visiting them altogether.
What Can Be Done?
If you or someone you know is struggling with online services, Age UK offers support through its Digital Champions service or by calling 0800 169 6565.
Government Response
A government spokesperson said: “We recognise that older people are more likely to be digitally excluded, which is why through our Digital Inclusion Action Plan we are ensuring that no one is left behind in the digital age, whatever their age. Under the Plan, major companies are helping people to get online and are donating pre-loved tech to those who need it.”
They added that digital public services must be accessible, with alternative options like over-the-phone or in-person support available for those who need it. They also highlighted that 99% of the UK now has access to social broadband and mobile tariffs starting from £10 per month.
The Need for Inclusivity
Caroline Abrahams, director of Age UK, said: “Some people will always be offline or only basic users for various reasons. However inconvenient this reality may be, we have to factor it into how we design services.”
She emphasized the importance of building public trust and ensuring the NHS remains equally accessible to all. “In some cases, it may be possible to develop tech-based approaches that do not depend on an individual older person having to manipulate them themselves,” she added.
