Digital caring: a new challenge for health and care
There are over 300,000 unpaid carers in Wales looking after and supporting relatives and friends. Caring is a rewarding and challenging experience and for many a part of everyday life. In recent years, as more services go online a new expectation has been placed on this care, while also opening an aspect of informal care to a wider section of the population.
Digital caring is the help and support someone provides to a family member or friend who can’t access a digital service without help. It can also apply increasingly to community workers who are taking on digital support as part of their roles. This is particularly relevant when people need to access online services like health and care.
The impact of this shift is threefold. Firstly, what are the support needs of this new group of digital carers? And what does this mean for existing carers who are now expected to care “digitally”? What does this mean in terms of skill needs for an informal and paid workforce?
If we are expecting family and friends to bridge the digital divide, we need to understand their support needs and provide resources for them to support others safely and confidently.
We know that people choose not to access online services due to confidence, trust or fear. As more health and care services offer online options, many people seek support from people they trust to support them.
This support can make digital services feel more manageable and less intimidating. They can, when done well, save carers time and support their role. However, it can also place additional strain on someone who providing care, as well as, for some, developing a new set of skills.
Health and care organisations must recognise the role digital caring plays when planning new digital health and care services. Services need to be easy to use, accessible and bilingual, with clear guidance on consent, privacy and acting on someone else’s behalf. Staff should know how to support both the person using the service and the family member or friend helping them, as well as how to safely support people themselves. This means also keeping non-digital routes for support open and easy to use.
Recognising and supporting digital caring will help Wales make digital health and care more inclusive. By designing services around real relationships and everyday support needs, we can help more people benefit from digital services without leaving behind those who can’t access them alone.
If you want to find out about digital caring, you can join our special Get Online Week session on Wednesday 21st October to hear more about this important topic.