New report warns increased use of digital technology puts older people at risk of social exclusion

Based on experiences shared with the Older People’s Commissioner for Wales by older people living throughout Wales, the new report, Access Denied: Older people’s experiences of digital exclusion in Wales, highlights that many older people are finding it increasingly difficult, if not impossible, to access the services and information they need – including crucial services such as health appointments – while also facing significant barriers that can lead to or reinforce digital exclusion, such as maintaining digital skills, costs and concerns about security.

The report notes data showing that 31% of over 75s in Wales do not have access to the internet at home and that people shared that finding the right kinds of support to help them get online, including training and financial support, can often be difficult. The report also finds that with the design and accessibility of websites, apps and other digital services playing a crucial role in defining experiences online and enabling people to easily access what they need, poorly designed, inaccessible content often acts as a barrier, particularly for people living with sensory loss or other conditions who may rely on assistive technologies.

The Commissioner offers a series of recommendations to both the Welsh and UK governments, as well as to other public bodies and utilities providers. Noting that the upcoming switch from analogue to Voice over Internet Protocol (VoIP) telephone lines has led to concerns amongst older people over the impact on care alarms, health pendants or security systems, the report calls on providers to ensure that older people have uninterrupted access to the telephone network during the switch to VoIP and that communications about the switchover are timely, clear and easy to understand.