References
The role of community pharmacies in reducing digital exclusion among older adults through e-prescribing
Abstract
Digital exclusion, especially among those aged over 65 years, poses significant challenges to healthcare delivery, including e-prescribing. This pilot study investigates the feasibility of community pharmacy staff in supporting digitally excluded over-65s with their prescriptions through the NHS App. The intervention was an incentivised two-stage conversation (establishing digital capability and digitally upskilling patients) by community pharmacy staff in the six boroughs of south-west London. A rapid evaluation approach based on a Donabedian evaluation framework was used to assess impact. Of 76 pharmacies trained, 61 actively participated. Between January and April 2024, 10698 interventions established digital capability and 1173 patients were digitally upskilled. Challenges included NHS App approval time, patients’ lack of confidence in technology and mistrust in data privacy. Through e-prescribing, community pharmacies can play a crucial role in promoting digital inclusion and health literacy among older adults.
Digital exclusion in older populations poses significant challenges to healthcare delivery, particularly in the context of increasingly digitised health services. Known as the ‘grey digital divide’, it is increasingly difficult for those aged over 65 to participate and benefit from digital tools; for example, when booking tickets, banking or ordering medicines, most of the systems used are digitised. Mental health is affected through social exclusion faced by older people as they cannot connect with peers through digital networks (Mubarak et al, 2022). Digital inclusion can drive efficiencies for the NHS in the UK by relieving pressure on frontline services and delivering flexibility, convenience and control for patients.
E-prescribing is an essential part of the healthcare system, enabling health professionals to use a secure electronic system to generate a prescription and send it directly to pharmacies, where they can be quickly and accurately filled. It is estimated that 25 million repeat prescriptions were ordered via the NHS App in England in 2022/23 (NHS Digital, 2023). However, 30% of people aged over 60 years are estimated to be digitally excluded in England (Lu et al, 2022).
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