Wendy Zacchio is Chief Information Officer at Zelis, with over 25 years of experience in technology and strategic transformations.
Technology is reshaping healthcare, but its transformative power to dispel health inequities will only be realized if leaders address a critical challenge: the digital divide.
From basic internet connectivity to complex AI capabilities, the potential for innovation to improve human outcomes and reduce disparities is clear. The digital divide encompasses more than just usage or access to technology. It also includes disparities in digital literacy, affordability and the infrastructure needed to support tech advancements. To bridge the gap, healthcare leaders must go beyond traditional roles and ideas to advocate for, invest in and fully implement solutions that ensure equitable access.
There are a few challenges today that make it difficult for patients to participate in modern advancements like telehealth appointments or digital health tools. The U.S. population now spans six generations, with older Americans growing up long before smart devices became ubiquitous. Individuals in rural and low-income communities often lack reliable internet access. Sometimes language can be a barrier, or in many cases, electronic software or technologies are out of reach in terms of affordability.
But the divide doesn’t just apply to those scenarios. Consider the challenges that arise when an older patient with less tech literacy tries to use their provider’s virtual care platform and cannot do so effectively. One study revealed that patients are interested in using digital options, but usability is a barrier. Conversely, younger individuals desire virtual appointments but find these options unavailable or not covered by their plan, frustrating attempts at proactive care.
For the benefits of modern healthcare to be fully realized, leaders can take the driver’s seat in closing this digital divide to make healthcare technology accessible, usable and affordable.
The Role Of Healthcare Payers In Bridging The Technology Gap
Healthcare payers, in particular, are uniquely positioned to address the healthcare inequity problem. They have the ability to reach healthcare consumers at scale and use technology and data to reach members who need the most support. Here are four strategic approaches they can take to bridge the digital divide.
1. Invest In U.S. Technology Infrastructure
What if health plans partnered with local communities to expand broadband access in underserved areas? Federal programs like the Affordable Connectivity Program are ending, leaving rural and low-income communities without access. By funding or incentivizing community-based internet initiatives, payers can help lay the groundwork for successful telemedicine and other digital services.
2. Subsidize Smart Devices
Including wearable technologies or other devices in wellness programs and preventative care initiatives makes digital health more accessible to all. Fitness trackers and smartwatches have been proven to provide better health outcomes and reduce healthcare costs. However, these devices are often seen as luxury items. By offering a discounted or free fitness tracker to members who are at risk, it encourages members to proactively monitor their health and to engage with their care.
3. Promote Digital Literacy
Providing education and training on how to use telemedicine platforms, mobile health apps and devices is part of modernizing healthcare. Payers can partner with technology companies that deliver assistance and experiences tailored to diverse populations.
As an example, UCHealth in Colorado pioneered a successful Virtual Health Center and incorporated technical support for patients and career pathways for jobs in telemedicine into their strategy. This holistic approach ensured that patients were empowered to embrace modern care methods, while it also created opportunities for community members to gain valuable skills and employment in the healthcare sector.
4. Expand Coverage For Digital And Virtual Healthcare
Including telehealth services and digital health tools in coverage plans ensures members can use the resources without financial barriers. Beyond the convenience of such platforms, telehealth services have been shown to reduce hospital readmissions for heart failure patients and patients with cancer.
And we are learning that digital options are not only preferred, but oftentimes more effective than in-person care for younger generations, particularly in mental health therapies.
By expanding coverage, payers can empower their members to take control of their health and well-being, leading to better outcomes and reduced healthcare costs.
Closing the digital divide isn’t just a moral imperative—it’s a strategic opportunity. Payers can lead the way in creating a healthcare system where technology truly enables care to flow throughout the system more easily for all. Helping members experience digital inclusivity makes closing the digital gap in healthcare a definite win for positive member experiences and better health outcomes.
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