I wouldn’t call myself a technology guru. But as a leader and founder of a company firmly rooted within the healthcare sector, I sure do understand its importance.
Telehealth visits with providers, ordering essential medications online (delivered by drone in some cases), and engaging in preventive care are just a snapshot of how the industry engages its members through online platforms to improve overall health outcomes.
And let’s not forget other, innovative technologies like AI, which many healthcare companies are now beginning to use in their day-to-day operations.
Makes sense considering we seemingly rely on technology for everything these days. So why should we think twice before continuing to embed more technology in healthcare?
These days, I feel like “digitizing” and “innovating” the user experience is all I hear about when it comes to improving healthcare.
A research study published by Bain & Company found that nearly 80% of healthcare executives are accelerating their organization’s spending on information technology (IT) and software (which includes AI).
And while the healthcare sector has its foot on the proverbial gas pedal when it comes to embracing and spending on technology and innovation, I believe we should pump the brakes. Or at the very least, not forget that millions of Americans rely on the “basics” to improve their health.
As great as this growing use of technology and online access to healthcare is, making it the only priority in the industry could inadvertently widen the gap and drive a massive wedge in health disparities among our marginalized communities that need better access to quality healthcare.
And the numbers bear that.
Today, more than a quarter of low-income Americans depend solely on their phones for internet access. Unfortunately, this means that millions of people are forced to fork over much of their hard-earned cash each month on phones and data plans just to stay connected.
A study led by the Alliance for Affordable Internet found that for nearly 2.5 billion people worldwide, buying the cheapest available smartphone eats into more than 30% of their monthly income.
That’s income that could be used for housing, food, clothing, and even savings.
And the same pattern is happening here in the U.S. According to 2020 figures from the US Bureau of Labor Statistics, those in the lowest 20 percent of income earners spent $150 more a year on their cellphones than in 2016. The cost of connectivity represents more than half of what these households spent on electricity and nearly 80% of what they paid for gas. As a proportion of household income, the lowest earners spent four times more on phones than high earners.
People already struggling to make ends meet are financially strapped to stay digitally connected in a growing digital world.
And even for those who can afford to stay connected, there’s the matter of education and ensuring that everyone understands how to use the technology they have and the platforms available to them—a phenomenon called “lower tech readiness.”
According to data from Pew Research Center, individuals with a lower income (38%) are more likely to have lower tech readiness than adults with middle (27%) or higher (22%) income.
The same survey found older populations are also vulnerable, with nearly 54% of 65-74-year-olds and 68% of those 75 and older considered to have lower tech readiness.
In other words, not being “tech-savvy” isn’t just tongue-in-cheek. It’s a harsh reality for millions of Americans and disproportionally affects our low-income and elderly populations.
The millions of Americans who can’t afford or understand the technology required to leverage these new solutions will continue to get overlooked as the industry focuses on further refining its digital services.
If we don’t step back and provide just as accessible low-tech solutions, those left behind in the wave of new technology will simply never be able to keep up with the growing trend shift in healthcare.
On countless occasions throughout my career, I’ve witnessed people of all ages, ethnicities, and socioeconomic backgrounds struggle to comprehend the use of technology for their day-to-day healthcare needs. So, throwing more apps and sophisticated technology in their face isn’t going to always make things better.
It’s all about a healthy balance.
It’s important to place just as much emphasis and innovation efforts in engaging and educating health plan members through traditional, less tech-reliant methods for those who are unable to embrace technology. We focus on For example, telephonic human connection, visual-heavy health literacy print materials at varying reading levels, and American Disability Act (ADA) friendly print and digital solutions that have proven effective.
Pairing high-tech solutions with lower-tech options, like the above, help ensure technology is not a barrier to improving a health plan member’s health. Providing tech-equitable engagement solutions alongside digital innovation ensures access to life-saving health improvement programs and prevents further widening of the gap.
Innovation doesn’t always have to be high-tech, especially in healthcare. It needs to be present, accessible, and educational to ensure that each of us feels empowered on our healthcare journey.
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