Accessibility in healthcare: Making care work for everyone

Telehealth is reshaping how patients and clinicians connect, but access is still uneven. 

While remote care has expanded rapidly, many people continue to face barriers, from poor broadband and low digital literacy to platforms that don’t meet accessibility needs. These gaps limit who can benefit, even as telehealth becomes a routine part of care delivery. 

During the COVID-19 pandemic, telehealth became a lifeline and it has continued to grow. In the UK, over 33% of GP appointments are now remote. The NHS App recorded more than 56 million logins in July 2025, showing how widely digital services are used for everyday healthcare tasks. 

The global market reflects this momentum. Telehealth was valued at about £144.52 billion in 2024 and is projected to reach around £186.29 billion by the end of 2025, driven by rising demand in regions with limited access to traditional services. 

I’ve been looking at how telehealth supports people with different needs and where it still falls short. The benefits are clear, but some patients, especially those with disabilities, still face barriers. There’s also more organisations can do to make remote care easier to use and access. 

Accessibility matters in healthcare 

Telehealth can remove barriers like travel time, cost, and physical limitations, but only if it’s designed to be accessible. That means making sure everyone, including disabled people, can use it easily. 

For example: 

• People with vision impairments may need screen readers 

• Deaf patients may need sign language interpreters or captioning 

• Those with limited mobility benefit from remote consultations, but only if the platforms are easy to navigate 

An example of this is my elderly neighbours don’t drive and therefore struggle to get to hospital appointments due to mobility issues, unreliable transport, and the cost of travel. For them, even though they don’t have smartphones, telehealth has been a game-changer. Being able to speak to a doctor from home means they don’t have to worry about long journeys or waiting in busy, germ-filled clinics. Healthcare is far more manageable, less stressful, and far more accessible now for them and other elderly patients. 

Accessible design isn’t just helpful, it’s essential. Without it, telehealth risks excluding the very people it’s meant to help. 

What is a hybrid care model? 

While telehealth is powerful, it doesn’t work for every situation. That’s where hybrid care comes in. 

A hybrid care model combines virtual care with in-person visits, allowing patients and doctors to choose the best method for each situation. When designed well, hybrid models can make healthcare more inclusive by giving patients real choice in how the access services. 

For example, someone recovering from surgery might visit a clinic for the first few sessions and then switch to video check-ins and app-based progress tracking. This approach saves time, reduces travel, and still ensures high-quality care. 

How hybrid care compares to telehealth 

• Telehealth is fully remote and best for simple, routine care 

• Hybrid care mixes remote and in-person services, ideal for more complex needs 

• Telehealth is great for accessibility if platforms are well-designed 

• Hybrid care offers more flexibility, especially when physical exams or procedures are needed 

• Telehealth can be limited by technology access or digital literacy 

• Hybrid care helps bridge those gaps by keeping in-person options available 

NEC’s role in healthcare

NEC Digital Studio plays a key role in supporting healthcare organisations across the UK. An example of NEC’s commitment to accessible healthcare is the spirometer, Aspire, we developed in partnership with AstraZeneca. NEC Digital Studio designed, tested and developed the device and supporting materials that allow patients to monitor their lung function independently from their homes. We also ensured the spirometer was intuitive, user-friendly, and accessible. From clear visual indicators to tactile and simple product navigation, every element was built to support people with varying abilities, especially the elderly. 

This project reflects NEC Digital Studio’s belief that medical technology should be inclusive from the start, empowering patients to take control of their health with  confidence. 

Barriers to accessible healthcare 

Many people still face challenges getting the care they need, not just because of health conditions, but because of how services are designed and delivered. Issues include: 

• Difficulty understanding or reporting symptoms 

• Physical, mental and language limitations 

• Lack of transport or money 

• Limited access to computers and smart phones 

• Gaps in medical history affecting diagnosis 

• Trouble managing medications 

These issues are especially common for disabled people, the elderly and those in under-privileged communities, and they often intersect. 

What needs to change 

To make healthcare truly accessible, we need to: 

• Provide sign language interpreters for both virtual and in-person care 

• Design apps and websites that work for everyone, including those using assistive tech 

• Ensure clinics and hospitals are physically accessible 

• Train healthcare staff in disability awareness 

• Support people who aren’t confident using digital devices 

An example of where gaps exist would be when a deaf patient couldn’t understand what the doctor was saying during a video consultation because their partner, who usually interprets for them, wasn’t able to attend the appointment. Other patients may miss appointments due to transport costs or confusing app interfaces. 

Telehealth can only succeed if it works for everyone, including those with disabilities. Designing with people rather than for them means involving users in testing, feedback and decision-making from the start. 

At NEC Digital Studios, by co-creating solutions, we uncover challenges like communication gaps, confusing interfaces and accessibility features that need improvement. Accessible healthcare depends on designing with, not just for, patients. It’s this collaborative approach that leads to services that are practical, reliable and genuinely inclusive. 

What’s next: future trends 

Healthcare is still evolving. Here’s what’s on the way 

• AI-powered tools to help doctors with diagnosis and paperwork 

• Remote monitoring for chronic conditions using smart devices 

• Telepharmacy to manage medications from home 

• Virtual mental health services for easier access to therapy 

Governments and health systems are investing in better infrastructure, security, and policies to support these changes. 

Finally, both from an ethical standpoint and legally, under the Equality Act of 2010, healthcare needs to work for everyone, regardless of ability. Telehealth and hybrid care models offer exciting possibilities, but only if they’re designed with accessibility in mind. 

By listening to what patients want, removing physical barriers, and using accessible technology, we can build a system that’s inclusive, flexible, and truly patient-centred. 

As specialists in user-centred research and design, NEC Digital Studio is helping lead the way in developing accessible healthcare solutions that empower people to manage their health confidently, whether at home or in clinical settings.