Digital Access Remains an Important Part of Equitable Healthcare
04 Sep 2026
Digital technology is now part of many everyday healthcare tasks, from booking appointments to accessing health records and managing electronic prescriptions. However, for some Australians, these changes can make healthcare harder to access rather than easier.
The Australian Digital Inclusion Index reports that 20.6% of Australians remain digitally excluded, while 9.2% are considered highly excluded.
Digital exclusion is not simply about whether someone can afford a device or has an internet connection. It can also involve a person’s digital skills, confidence, cultural needs, trust in technology and ability to use digital services because of disability.
Some groups are more likely to experience digital exclusion. These include Aboriginal and Torres Strait Islander people, culturally and linguistically diverse communities, people experiencing financial disadvantage or unemployment, people with disability, people with cognitive impairment or dementia, older Australians, and people living in rural and remote areas.
How digital exclusion affects healthcare
A lack of digital access can create problems at different stages of healthcare.
Patients may struggle to book appointments online, manage eScripts, use telehealth, access My Health Record or use health apps.
The impact can also be less obvious. Digital mental health services, for example, may improve access to affordable support, but they are not practical for someone without a suitable smartphone, computer or reliable internet connection.
Concerns about technology can also affect how some Aboriginal and Torres Strait Islander communities engage with artificial intelligence. Building trust and involving communities in the development and governance of these technologies are therefore important.
What general practices can do
General practices can take simple steps to identify and reduce digital barriers.
GPs and practice staff can ask patients whether they have reliable access to a phone, computer and internet, as well as whether they feel comfortable using their devices.
Digital services should not completely replace traditional options. Patients should still be able to phone the practice, use paper forms and request telephone-based telehealth where appropriate.
Practice teams can also help patients become more confident with tools such as My Health Record and eScripts. Having a staff member act as a digital support champion may help both colleagues and patients.
Simple instructions in waiting rooms can provide additional support, including guides on booking appointments online, managing eScripts and accessing My Health Record.
As healthcare continues to modernise, digital services should improve care without creating new barriers. Recognising digital exclusion can help practices support patients who may otherwise be left behind.
Digital Access Remains an Important Part of Equitable Healthcare
Source: Australian Digital Inclusion Index