Bridging the digital divide in mental health: a community-led intervention to address digital exclusion in the NHS digital era

Purpose This paper aims to explore how digital exclusion affects people with mental health difficulties in the context of NHS digital transformation. It reports on a mixed-methods service evaluation of the Mind in Bexley Digital Hub, based in the London Borough of Bexley, UK, a community-led, place-based intervention designed to build confidence, digital literacy and participants’ reported ability to navigate access pathways and mental health services among digitally excluded populations. Design/methodology/approach The study used a mixed-methods service evaluation design. Quantitative data comprised descriptive pre- and post-engagement self-reported measures of digital confidence, while qualitative data were gathered through ten semi-structured interviews, 31 written feedback forms and staff observations. Data were analysed thematically, with attention to the relational, emotional and structural dimensions of care. Findings Five key themes were identified: (1) rebuilding digital confidence and agency, (2) the emotional terrain of exclusion, (3) a supportive, co-produced learning ethos, (4) space, trust and access to mental health support and (5) intersectionality, poverty and digital justice. Participants reported perceived increases in confidence in using digital tools such as the NHS App, booking GP appointments, managing prescription-related tasks online and navigating referral pathways. Importantly, these perceived benefits were associated not only with technical support but with relational and holistic approaches that addressed emotional and structural barriers to engagement. Research limitations/implications Future studies should explore long-term health outcomes, scalability and integration of community-led digital hubs within diverse NHS contexts. Practical implications The findings suggest that community-based digital inclusion hubs may play a valuable role within social prescribing, Primary Care Networks and Integrated Care Systems. As community care infrastructures, such hubs have the potential to mitigate risks that “digital-first” models may exclude those with severe mental illness, neurodivergence, poverty or complex mental health histories. Social implications Community-based digital inclusion may reduce health inequalities, restores confidence and ensures equitable participation in “digital-first” healthcare and society. Originality/value To the best of the authors’ knowledge, this is one of the first published service evaluations of a community-led digital inclusion model in a mental health context. It contributes to debates on digital health equity by demonstrating that inclusion requires more than infrastructure; it requires relational, place-based and co-produced support that rebuilds trust and agency among digitally excluded groups.