The role of community pharmacies in reducing digital exclusion among older adults through e-prescribing

Digital exclusion, especially among those aged over 65 years, poses significant challenges to healthcare delivery, including e-prescribing. This pilot study investigates the feasibility of community pharmacy staff in supporting digitally excluded over-65s with their prescriptions through the NHS App. The intervention was an incentivised two-stage conversation (establishing digital capability and digitally upskilling patients) by community pharmacy staff in the six boroughs of south-west London. A rapid evaluation approach based on a Donabedian evaluation framework was used to assess impact. Of 76 pharmacies trained, 61 actively participated. Between January and April 2024, 10698 interventions established digital capability and 1173 patients were digitally upskilled. Challenges included NHS App approval time, patients’ lack of confidence in technology and mistrust in data privacy. Through e-prescribing, community pharmacies can play a crucial role in promoting digital inclusion and health literacy among older adults.