As the New England Journal of Medicine points out, “With digital health tools such as telehealth and patient portals becoming prominent components of care delivery, the barriers to digital inclusion have grown increasingly apparent.”
Palmetto Care Connections (PCC) is a nonprofit organization that brings technology, broadband, and telehealth solutions to health care providers in rural and underserved areas in South Carolina. Established in 2010, they are the leader of the South Carolina broadband consortium and assist health care providers in receiving broadband savings through the Federal Communication Commission’s Healthcare Connect Fund program. PCC engages with rural communities to advocate for rural providers, and partner with organizations to improve health care access and delivery for all South Carolinians.
“As an advocate of telehealth, understanding the role of digital equity is essential to be effective in meeting the needs of the communities we serve,” reiterated Chief Community Relations Officer, Davia Smith.
In order to provide a “day-in-the-life” experience of the impacts of digital exclusion, on October 28, 2024, PCC collaborated with KC Digital Drive to conduct a Digital Divide Simulation at their Annual Summit focused on telehealth and digital access in the healthcare ecosystem. The Simulation was part of a pre-conference workshop and engaged PCC staff and conference-goers alike, building empathy and relatability to the issues that people living in the Southeast face when living a digitally disconnected life.
Key Takeaways
People who chose to participate as a persona oftentimes appeared frustrated as they attempted to complete simple tasks, such as ordering utilities at a new address, paying a utility bill or ordering a replacement birth certificate, tasks made more difficult by participants serving as staff at an agency oftentimes making those they were serving feel confused and not helped, exemplifying the need for social systematic change. People in the persona participant role reported they had a deeper understanding of the plight of individuals living on the wrong side of the digital divide as they discovered how “it can be hard trying to complete tasks if you have basic internet skills or if you don’t have access to technology,” as one participant pointed out in the debrief.
Individuals on both sides reported being affected by the firsthand experience of either living digitally excluded or contributing to the problem, with the majority of the participants reporting that their understanding/perception of the digital divide was “Very changed” (54.2%) or “Somewhat changed” (45.8%). All participants also indicated they could now explain the impacts of the digital divide in their communities–with two-thirds of participants indicating they felt “Very prepared” and one third feeling “Somewhat prepared.”
What insights and/or realizations did you gain from this simulation with respect to the digital divide?
Participants provided some additional insight into their experience, such as:
- “No internet, no life. It is absolutely crucial.”
- “There are more people than I had realized without access to receive the care or assistance that they need due to a lack of infrastructure built out to facilitate those needs.”
- “I appreciated understanding the multi levels of barriers and how that compounds access issues. Will implement these considerations for reaching more people in our clinical and research efforts!”
- “It can be really challenging for members to focus on their health when they have so many other things in life they are trying to navigate.”
Overall, the Simulation successfully met PCC’s goal of helping to amplify the impacts of digital exclusion on social determinants of health and quality of life. As Davia Smith stated, “Our hope was to promote a deeper understanding of the digital divide impact in the communities we serve.”
Some of the suggested action steps from the Simulation included increased community engagement and awareness of the digital divide, and how to support people living in it. This could involve local leaders and stakeholders, including healthcare professionals, schools, and civic organizations, to participate in and promote digital literacy. Others suggested PCC should continue to provide support through educational workshops, telehealth resources, and connecting with healthcare providers to promote telehealth and digital literacy.
What’s Next?
The overarching goal is to establish a sustainable, community-driven program that not only provides digital access but also builds confidence in digital skills. This will require:
- Broad, ongoing support from community stakeholders, including healthcare, local businesses, and religious organizations.
- Sustainable funding and resource-sharing through public-private partnerships.
- Periodic assessments and updates to ensure continued relevance and community buy-in.
If you are interested in having the KC Digital Drive team bring the Simulation to the communities you serve, check out our Project Page for more information, fill out our Interest Form, or email Leah Henriksen at lhenriksen @ kcdigitaldrive dot org.