Connecting in the time of COVID: exploring digital communication in an intellectual disability service

Purpose The COVID-19 pandemic created a rapid move to digital delivery of services within the NHS. Reduced face-to-face contact for the general population meant accessing services through video or telephone calls; this was not possible for some service users with intellectual disabilities. Technology, originally designed for use with older adults to reduce isolation, was trialled by the learning disability (LD) service in an NHS Trust. The pilot was exploratory, giving staff and service users the opportunity to experiment and find potential uses for equipment initially designed for a different client group. This evaluation aims to review how staff utilised the equipment, its benefits and drawbacks. Design/methodology/approach Semi-structured interviews were carried out with staff and service users to explore the possibilities of remote service delivery with this patient group. Interview data was coded, themed and analysed. Findings Devices were well received once technical issues were resolved. The trial was successful in reducing isolation and delivering some services in a new way at a time of mandatory social isolation. The move to digital service delivery has not stopped post-pandemic and has enhanced choices available for clinicians. This may improve service access for vulnerable communities with limited access to mainstream IT. Originality/value This study highlights how technology can be used to support access to services amongst vulnerable groups. Further research into patient experience of using devices should be considered to develop evidence of their usefulness in delivering services and reducing isolation across services.