Healthwatch Leeds has published a new briefing paper, ‘Keeping every door open: Ensuring access beyond digital in health and care.’
The report highlights what people in Leeds have told Healthwatch about their experiences of accessing health and care services digitally – and the barriers some face. While many people welcome the speed and convenience of online tools such as the NHS App, others can struggle due to issues like affordability, confidence, language, disability, or simply preferring a face-to-face or phone conversation.
The briefing warns that moving entirely to digital risks leaving some people behind, and calls for health and care services to:
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Keep meaningful non-digital options alongside online systems
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Provide better support for digital inclusion
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Ensure that no one is excluded from accessing care in Leeds
This work builds on years of feedback from local people between 2020 and 2025, showing the importance of choice and accessibility for all.
Forum Central recognises Healthwatch Leeds as an independent organisation which champions the voices of people using health and care services in our city. Their findings are an important reminder of why inclusive approaches matter, and why collaboration across the system is needed to make sure every community can access care in a way that works for them.
You can read the full briefing on the Healthwatch Leeds website:
https://healthwatchleeds.co.uk/reports-recommendations/2025/digital-briefing-paper/
