Age UK warns 2.4 million digitally excluded older people are at risk of being left behind in an increasingly digital world

Age UK delivers a 173,949 strong petition to No 10 Downing Street with a clear message: ‘make sure older people are not left behind’

New analysis for Age UK has found that 2.4 million (19%, nearly one in five) older people have limited use of the internet – using it less than once a month or not at all.

On the day Age UK delivers its 173,949 strong petition to No 10 Downing Street, the Charity calls on the Government to ensure there is an enforceable, ‘clear guarantee’ to offline alternatives to all public services, including NHS and council services, which can include in person options and assisted digital[i] access.

Findings for Age UK found that limited internet use is more common among older people in some groups, rising to 32% for older Black and 26% for older Asian people, 30% for older people who live alone and 22% for older women and those struggling financially.

In the past 12 months it was revealed that 920,000 (7%) older people reduced the amount they used the internet reinforcing the fact found in previous Age UK research that older people who go online do not always stay there as they age, for a wide range of reasons.  In addition, the latest data available also shows that 12% of older people – equivalent to 1.6 million, – don’t use a mobile phone at all, and 33% (4.3 million) of older people don’t use a smartphone. 

Thirty-one per cent of older people (equivalent to 4 million) said that poor IT skills prevented them from going online and 22% - equivalent to 2.9 million – of older people said that lack of trust in the internet was a reason for them not going online.

The Charity is concerned that a ‘digital first’ approach, with insufficient offline alternatives available and a lack of opportunities to support those who want to go online to do so, will see older people struggling to manage their own finances and healthcare as they age.

Last year, Age UK launched a nationwide petition following feedback from older people across the Age UK network about the daily struggles they face to do basic things like paying for parking, applying for Blue Badges and accessing GP appointments – all because they do not use digital technology.

Sue, 73 from London suffers with very poor eyesight which makes middle-distance focus almost impossible. She cannot use computers or smartphones, which leaves her feeling completely excluded.  Sue said: “Everything is online these days. Trying to deal with some local authorities is an absolute nightmare if you don’t have people around you who can do it for you. I shouldn’t have to do that. I shouldn’t have to give someone my personal information. I want to be treated equally.

Mike, 76 commented: “The stress and frustration of trying to operate online - I simply go round in circles and it is very upsetting. It all makes me feel rejected and excluded.”

Janet, 74 said: “I have given up on trying to get Dr appointments, so now just don’t bother. Since I had a total knee replacement two months ago, I had to do without any pain relief at all as I could not contact them.  And as my mobility is now severely restricted, I cannot visit them, so I just don't go.”

Caroline Abrahams CBE, Charity Director at Age UK said: "It's clear that technology is set to transform many aspects of our lives for the better over the next decade, including the delivery of healthcare and how we interact with the NHS.   

“The potential of the NHS App for example, is truly exciting, but we must also ensure that no one is left behind, including the many millions of older people who are not online and who often want and need to use more traditional means of communication, such as telephone and face to face.   

“Through our petition, older people who aren't able or choose not to be online told us they were deeply worried about being locked out of the essential services they depend on. Some said that they felt belittled and unfairly bullied into going online and that this, plus a frequent failure on the part of organisations of all kinds to offer them easily accessible alternatives, was positively ageist. Whether you agree with that or not, there’s no doubt in our minds at Age UK that a poorly planned and delivered transition to digital by default would pose very real risks to the health, wellbeing, finances and inclusion of millions of older people: for their sake above all we have to get it right.

“The Government's commitment to a digitally inclusive approach is really important for this reason, to build public trust. It is also essential if the NHS's promise of being equally accessible to all to is to continue to hold true in our increasingly digital world.

“Over time, it’s true that more people are going online and feeling comfortable using tech in later life, but some people will always be offline or only very basic users, for all kinds of different reasons. However inconvenient this reality may be, we have to factor it into how we design services; in some cases, for example, it may be possible to develop tech-based approaches that do not depend on an individual older person having to manipulate them themselves. Nonetheless, for the foreseeable future there will be a need for good offline alternatives and the Government must ensure they are put in place in every essential service on which older people rely.

“There’s also a need for a complete step-change in our efforts to encourage and support more people of all ages to go online, if they wish to do so. If funding is available, the voluntary sector can certainly help with online training and support and at Age UK we look forward to doing so."  

Although many older people fully embrace the digital world, digital exclusion is more common at older ages. Age UK believes that people should be supported and encouraged to get online, but those who cannot, or do not want to do so should be able to access services offline and receive support in a way that suits them.  For more information, read Age UK’s consultation response to the Government’s Digital Inclusion Plan.

Locally and nationally Age UK works to increase digital engagement for those older people who want to increase their digital skills.  To learn more about getting online and staying safe whilst using the internet, please visit  www.ageuk.org.uk/digital-champions or call Age UK’s free advice line on 0800 169 65 65 for information and advice.