The internet and digital technology are very much at the heart of how we work, communicate, learn, access information and use our public services. Although it’s become essential to various aspects of our lives, many people struggle to harness the skills needed to access digital services. There is a risk that without the right support, digitally excluded adults could fall through the gap.
To bridge the digital divide for elderly and vulnerable residents in Kent, we embarked on the EMPOWERCARE project to create resilient communities and reduce individual frailty and loneliness – particularly for individuals who are supported by adult social care or with chronic health conditions.
While digital technologies will never replace human interaction, they do have a role to play in complimenting social care services, and we recognise the need to look at different and innovate ways to deliver social care to make it more sustainable. Technology provides an opportunity to improve the quality and efficiency of care whilst also helping people to connect with their community. This in turn can promote wellbeing, independence and reduce social isolation.
Moving from exclusion to inclusion
It was important from the start of the EMPOWERCARE project that we fully understood the barriers that our residents were coming up against when they tried to access online services and use digital technologies. We live in a very digitally driven world and it’s not until you start talking to digitally excluded individuals, that you are truly able to appreciate the obstacles they face.
This meant that we actively involved our vulnerable and elderly residents in the design of the service to ensure we were effectively meeting their needs. Working hand-in-hand with Kent residents, we were able to understand what would work for them and the barriers they would be likely to face. This true co-production approach is very much about working together to co-design solutions and establish ways of working that will enhance outcomes.
The co-production process highlighted the importance of putting the right support network in place and emphasised that everyone has different skillsets and learning styles, so support would need to be tailored to meet individual needs and outcomes. We also identified a need to provide reassurance to our residents, giving them the confidence to go online and access the services they need.
The final barrier we pinpointed was digital infrastructure and for some of our residents accessing WiFi is still a real challenge. This meant that we had to work collaboratively with our technology partner to think about how we helped people access WiFi and the alternatives we could put in place, such as SIM-enabled devices to overcome this. While it’s easy to look to new and exciting digital solutions, it’s important to remember that individuals need to be able to use these technologies effectively, and more importantly, they need to be supported in doing so.
Closing the gap
To address the need for reassurance, provide much needed support and build confidence amongst our residents, we ran a digital ambassador programme. We selected volunteers and equipped them with the skills and tools to go into the community and support our residents with the use of new technologies. As mentioned previously, we were mindful of the different challenges people may have. So, the volunteer training helped identify different learning styles and provided techniques that would enable them to work effectively with various cohorts of people, such as those suffering from dementia and frailty.
Working either on a one-to-one basis or in a group setting, our digital ambassadors helped individuals utilise the different technologies that Kent County Council was looking to implement. For example, they might help someone use a smartphone or a tablet, set up an email account or go on to show them how to use that account and do their shopping online. The digital ambassadors would support our residents for however many sessions they needed. This was really important because it helped to build confidence and the skills needed to use the technology.
There isn’t a one-size-fits-all solution when it comes to digital inclusion. So, it's important to remain open-minded about the range of technology that can be used, and work with the individual to understand what matters to them and what to achieve. For instance, using smart speakers to deliver talking therapy programmes that provide reassurance and help individuals cope with anxiety. While some people would respond to more traditional services or group settings, for others technology can provide an effective alternative. It’s all about applying tech on an individual basis and in a way that helps that person achieve the goals they want to achieve.
Connecting care
The learnings from this project will be carried forward and have helped us to design and develop a technology-enabled care service which is expected to go-live later this year. Digital technology and the better use of information can play an important and enabling role. The EMPOWERCARE project provided many examples of how using technology can complement an innovative adult social care service delivery, whilst helping people to achieve their desired outcomes. For other local authorities looking to embark on similar projects, it’s important to recognise that it’s not the technology itself that makes for success; it takes a collaborative approach and the right support to make change happen.
Georgina Walton is senior project manager, Adult Social Care, Kent County Council.
