Lessons learnt for digital inclusion in underserved communities from implementing a covid virtual ward

Abstract

The factors associated with digital exclusion in the covid virtual ward population at a North West London teaching hospital were assessed in this study. Patients discharged from the covid virtual ward were contacted to give their feedback on their experience. Questions were tailored to whether or not the patient used the Huma app during their time on the virtual ward and were subsequently divided into ‘app user’ and ‘non-app user’ cohorts. The non-app user population accounted for 31.5% of the total patients referred to the virtual ward. Four major themes drove digital exclusion in this group: language barriers, access, inadequate information/training, and poor IT skills. In conclusion, incorporating additional languages and improving hospital-setting demonstration and information provision to patients prior to discharge were highlighted as key factors for reducing digital exclusion in the covid virtual ward patients.