Digital Health Can’t Leave People Behind:
Reflections from the House of Lords

Attending the Good Things Foundation’s annual reception at the House of Lords this July was more than just a privilege—it was a powerful reminder of how far we have come in championing digital inclusion, and how much further we still have to go.

Gathered in the Cholmondeley Room were people from across the country who, like me, have spent years supporting communities at risk of being digitally left behind. What struck me most was not just the grandeur of the setting, but the urgency of the conversations. We were not talking about digital access in abstract terms—we were talking about people.

People who are struggling to manage their health, apply for jobs, or connect with loved ones because the systems meant to help them are simply out of reach.

What Digital Exclusion Looks Like in Real Life

At Smartlyte / Get Families Talking, we have seen this all too clearly. It is the parent who has no idea how to download the NHS App, the older adult who is terrified of clicking the wrong button, or the carer with limited English struggling to understand digital health letters.

During conversations at the event, I was reminded that digital exclusion is more than a lack of devices or data—it is a lack of trust, skills, and confidence. And that is something no single piece of tech can fix.

The Confidence Gap Comes First

One of the topics that came up repeatedly was the tension between prioritising access versus building confidence. From my experience, they go hand in hand—but confidence is often the missing piece. We can give someone free mobile data or a tablet, but if they do not feel safe or supported using it, it ends up collecting dust.

What works is sequencing the support:
    ● First, offer access—devices, data, internet
    ● Then, build confidence through local, trusted, hands-on support
    ● And finally, show how digital tools can improve their real lives, especially when it comes to health and wellbeing

Let Us Not Lose the Human Touch

There is a risk right now that digital health is moving faster than communities can keep up with. That is not innovation—that is exclusion. It is why we are so passionate about hybrid support at Smartlyte. People still need face-to-face help, guidance in their own language, and time to learn at their own pace.

Inclusion Can Not Be an Afterthought

One of the most powerful takeaways from the reception was the need to stop designing digital services for people and start designing with them. Inclusion is not about simplifying apps—it is about putting power in the hands of communities. That means co-creation, ongoing dialogue, and long-term investment—not short-term fixes.

Where We Go From Here

The event left me feeling proud of the work being done at Smartlyte / Get Families Talking — but also more determined than ever to push for lasting change. We have got the evidence. We have got the stories. Now we need the investment and the vision to build truly inclusive digital futures.