Keywords: Assessing the potential for community pharmacies to help reduce digital exclusion among older adults through online prescriptions in South West London

Introduction:

Assessing the potential for community pharmacies to help reduce digital exclusion among older adults through online prescriptions in South West London

Case:

Between January and April 2024, 74 pharmacy sites were accredited, and 61 pharmacies were active, providing 10,698 stage 1 (NHS app information) interventions over the 4 months. There was a link between pharmacies based in lower socio-economic areas having the most interventions. 33% of Stage 1 interactions recorded that they have downloaded the app, with 38.4% already ordering medicines online.
Fewer pharmacies delivered the second stage (NHS app registration) of the intervention with 45 pharmacies completing interventions, helping 1173 patients through 1189 personal interactions. 47% (559 patients) said that they have the NHS app downloaded and 27% (232 patients) were given help to register for it. Seventy-five percent of Stage 2 interactions were around how to order medicines online and 70% were on how to do prescription instructions (including using barcodes). We observed that 43% were likely or extremely likely to use the NHS app, 21.9% (213) were unsure and 19.5% were extremely unlikely to use the app.

Discussion:

This study highlights the potential of community pharmacies in reducing the digital divide among older adults, although challenges like technology access, lack of confidence in using technology, preference for traditional methods and mistrust in data privacy remain significant. Educational conversations helped patients to gain confidence in using the NHS app, showing a likelihood of future use. High digital health literacy amongst older adults has been associated with more engagement in digital health platforms including making online appointments and accessing personal health records. Support from relatives or educational support from others are modifiable attributes. Community pharmacy staff can have a role to play in helping older adults increase their digital health literacy through education of the NHS App and its features.