Older Carers and Digital Exclusion

The Impact of the Transition of Care to Digital Technologies for Unpaid Carers

Funder: Research England, Higher Education Innovation Funding 

Unpaid carers play a crucial role in caring for individuals with chronic illnesses, disabilities, or other care-related needs. Unpaid carers rely on a variety of services to support them in their caring responsibilities. However, these services are increasingly being moved online, creating challenges that can develop into digital exclusion, particularly for older adults. This research sought to understand unpaid carers experiences with the digitization of services.  The aim of the project was to highlight the impact of the transition of care to digital technologies, resulting in policy suggestions to tackle digital exclusion.

For this research, we conducted focus group interviews with 48 carers, discussing issues related to digital exclusion, digital poverty, the digital transition of care and online safety. The group discussions took place in Leeds, Derby, Devon, Liverpool, Bath, and online, thus covering a wide geographical context within England.

A key finding in the research was a pushback to 'digital by default' policies with widespread concerns regarding:

• online safety, surveillance and privacy concerns

• access and functionality issues within digital services

• connectivity costs, including costs of purchasing and maintaining devices 

• connectivity issues

• risk of social isolation

Technology has the potential to improve carers' lives, for example, through its assistance for disabilities and the option for online healthcare appointments.  Findings from this research, including policy suggestions, can help to bridge the gap between technology's envisioned benefits and current realities.  

Rousaki, A., Sbaffi, L., Zamani, E., Hamblin, K., & Black, R. (2024). The impact of the digitalisation of care on older, unpaid carers. UK Academy for Information Systems Conference Proceedings 2024, 16. https://aisel.aisnet.org/ukais2024/16