In a world where almost everything is now available online, imagine being unable to access healthcare services simply because you can’t navigate a smartphone. For many elderly people today, this is a harsh reality. As healthcare increasingly moves online, from services like Patient Gateway for managing medical records and telehealth platforms for virtual consultations, the digital divide grows deeper, particularly for those who need care the most.

As a volunteer for Little Brothers – Friends of the Elderly, or LBFE, an organization dedicated to supporting older adults and addressing social isolation, I’ve seen firsthand how the digital divide negatively affects seniors. LBFE, which operates in Boston and other major cities in the United States, attempts to combat this by offering programs like digital dividends, which provide free laptops, internet access, and weekly training to isolated, to help elderly individuals stay connected and independent in every aspect of their lives, particularly in healthcare management to social engagement and everyday technology use. Through my experiences with LBFE, I’ve witnessed both the transformative potential of digital tools —  designed to help with tasks including providing access to medical records, appointment scheduling and test results — as well as the barriers preventing many seniors from fully utilizing them. While these tools can improve access to healthcare, the digital divide still makes them particularly difficult for older adults to navigate.

Digital literacy in healthcare refers to patients using technology to access, understand and manage healthcare services effectively. In today’s healthcare landscape, this is no longer a luxury — it is a necessity.

A 2021 survey by the American Medical Association reveals that 85% of physicians now use telehealth, which refers to virtual healthcare services provided through video calls, phone consultations or online platforms, with a majority of physicians feeling motivated to expand its use. Telehealth allows patients to get prescription refills, specialist consultations and follow-up care all from the convenience of their homes. This surge reflects the growing role of digital tools in providing accessible and convenient medical care. Similarly, the Journal of Medical Internet Research reports that during the pandemic, the service of “telemedicine” expanded exponentially, covering both video and phone visits to a doctor. While these innovations bring enormous benefits, they also demand adaptation from elderly populations, who often have the greatest need for care due to age-related conditions.

Take Patient Gateway, for example — a digital healthcare platform that has become a lifeline for many elderly residents in Boston. Designed to unify patient data across multiple hospitals, such as Massachusetts General Hospital, Brigham and Women’s Hospital and many more, the app simplifies everything from appointment scheduling to accessing medical records. Patient Gateway has transformed the healthcare experience for hundreds of individuals, including participants in LBFE and residents of various nursing homes.

But despite the success stories, my volunteer work with LBFE has shown me that digital healthcare platforms still have significant gaps in their care. While assisting an elderly Chinese resident in navigating Patient Gateway, I saw firsthand how even basic tasks like logging in could become overwhelming. Despite having written instructions, she often confused her Patient Gateway username with her other passwords like her Apple ID. Each login attempt turned into a lengthy process of trial and error.

Even when we managed to log in, a larger issue emerged — interpreting medical records. Although the app offers translation features for the system interface, the actual medical records remain untranslated. For non-native English speakers, this poses a major challenge. Medical jargon is daunting enough for most people, let alone those with limited English proficiency. I often found myself Googling medical terms to help her understand her health indicators and what they meant for her treatment.

These experiences made me think about what technology like Patient Gateway could do to better serve elderly users. For one, the app could introduce a simplified version specifically for seniors, with fewer login requirements to reduce confusion. Fully translating medical records, not just the basic user interface, into multiple languages would make the platform accessible to a more diverse population. Additionally, the app could provide explanations of key health indicators in plain language, helping users understand what a particular test result means and what actions they might need to take. These improvements would reduce the barriers that currently prevent seniors from fully engaging with digital healthcare platforms to a large extent.

Addressing these challenges requires more than just user-friendly apps — it demands an entirely holistic approach. Community workshops like LBFE, one-on-one guidance and training programs tailored specifically to seniors can build their confidence and digital literacy. These tools not only help elderly users better navigate platforms like Patient Gateway, but also empower them to communicate more effectively with their doctors. By becoming familiar with features like messaging systems, seniors can engage in more informed and productive conversations with their healthcare providers, ultimately leading to better health outcomes.

However, this issue isn’t just about technology; it’s about equity. Every person, regardless of age, deserves the opportunity to access essential healthcare services. Bridging the digital divide means designing accessible platforms, investing in training programs and fostering a culture of inclusion that prioritizes the unique needs of elderly individuals.

If we fail to act, we risk leaving a portion of our population behind in an increasingly digital world. It’s time to recognize digital literacy in healthcare as a pressing issue and make meaningful changes to close the gap. Only then can we ensure that the benefits of innovations truly reach everyone, regardless of age or ability.

Ka Yat Michelle Lau is a first-year journalism and communications combined major. she can be reached at [email protected]