The digital literacy gap is the difference between patients who can confidently use digital health tools — like portals, telehealth, and online scheduling — and those who cannot. Older adults, patients with disabilities, patients with limited English proficiency, and rural patients face the widest gaps, which can lead to missed appointments, lower portal adoption, and added strain on practice staff. Practices can close this gap by simplifying digital tools, offering multiple communication channels, providing hands-on patient education, optimizing for mobile, and training staff to support patients who need extra help.

While most older Americans want to embrace digital health tools, 85% of respondents to a recent CVS Health study say they don’t understand how to use digital health platforms effectively. With healthcare providers increasingly relying on portals, telehealth visits, digital scheduling, e-prescriptions, and AI-enabled tools, patients’ comfort with technology now plays a larger role in their care. 

When patients lack digital literacy skills, they may skip appointments, postpone treatment, take medications incorrectly, misread care instructions, or struggle to manage ongoing conditions—adding strain for clinicians and practice staff. In this article, we’ll discuss why the digital literacy gap matters and what practices can do to bridge it.

The digital literacy gap refers to a person's ability to use digital technologies such as computers, smartphones, websites, apps, and the internet to find information, communicate, and complete everyday tasks. Digital literacy is the general ability to use technology, while digital health literacy is the ability to use digital technologies and information specifically to access, understand, and manage healthcare. With that said, limited digital literacy often contributes to limited digital health literacy because patients need basic technology skills before they can effectively use healthcare-specific tools. 

Here’s how:

The digital literacy gap matters for private practices because it directly affects patient access to care, patient experience, and practice efficiency.

The digital literacy gap can limit patient access to care by creating obstacles to scheduling appointments, using telehealth, accessing patient portals, and communicating with providers.

Patients who struggle to use digital tools—or who do not have access to digital tools—are less likely to actively participate in their care. For example, patients may overlook electronic reminders for annual exams, vaccinations, screenings, or chronic disease follow-up visits. Patients who are uncomfortable using secure messaging or telehealth may ask fewer questions and delay reporting symptoms or concerns. 

A recent scoping review of 366 studies on secure messaging through patient portals found that these communications promote better diabetes and hypertension management, increased preventive screening participation, and improved patient satisfaction. In addition, patients who cannot access educational materials, reminders, or remote monitoring tools may have difficulty following recommended care. 

When patients cannot complete online forms, access bills, or communicate electronically, staff spend more time answering calls, troubleshooting technology, and performing manual tasks.

Several specific populations are most affected by digital literacy gaps, putting them at greater risk for reduced access to care and lower engagement.

Older adults may have less experience with digital technology like smartphones, apps, patient portals, and telehealth platforms, making the digital literacy gap a wide one.

Individuals with visual, hearing, cognitive, or motor impairments may have difficulty using digital tools that are not designed with accessibility in mind.

Patients with limited English proficiency may struggle to access patient portals, educational materials, and telehealth platforms that are not always available in multiple languages or written at an accessible reading level.

Individuals living in rural areas may face broadband limitations or poor cellular connectivity that restrict access to telehealth, remote monitoring, and online patient portals. These patients may be unable to take advantage of many of the digital tools on which healthcare organizations increasingly rely.

Patients with limited digital skills may lack the knowledge, confidence, or experience needed to use healthcare technology—particularly complex digital health tools—effectively. Thus, they may struggle to use patient portals, telehealth platforms, online scheduling tools, and other technologies.

The digital literacy gap can negatively affect patient care by creating barriers to accessing services, communicating with providers, adhering to treatment plans, and managing chronic conditions.

Patients who struggle to use online scheduling systems, patient portals, or telehealth platforms may postpone appointments, miss preventive screenings, or delay seeking treatment until their condition worsens.

Without digital literacy, patients may struggle to register, navigate, and use portal features effectively. As a result, these patients may have less access to information, fewer opportunities to engage with their care team, and a harder time navigating the healthcare system.

Patients with limited digital literacy may struggle to download telehealth apps, test audio and video settings, log in to virtual appointments, or troubleshoot technical issues. As a result, they may avoid telehealth altogether or experience failed or interrupted visits. As a result, these patients may have limited access to convenient, timely care.

Reliance on phone calls and paper communications can create delays in obtaining information, scheduling appointments, or resolving billing questions.

To bridge the digital divide, providers need more than just technology. Independent practices that combine user-friendly tools with education, accessibility, staff support, and ongoing feedback are more likely to improve patient access, patient engagement, and health outcomes.

Independent practices that implement these strategies can improve digital literacy for all patients.

Creating a long-term digital literacy strategy requires practices to think holistically about the digital patient experience and how patients access, understand, and use digital tools throughout their healthcare journey.

Make digital equity a strategic priority rather than a standalone technology initiative. Treat it as an essential part of the practice's mission and long-term planning—not simply an IT project or a one-time patient education effort.

Tracking KPIs is important because it helps practices determine whether their digital literacy and inclusion efforts are actually improving patient access, engagement, and outcomes—or whether certain patient groups are still being left behind. Be sure to track these KPIs:

Assign a staff member or team to oversee digital inclusion efforts and coordinate patient education. 

Libraries, senior centers, schools, and community groups may offer digital literacy classes or internet access programs that benefit patients. 

Before adopting a new patient-facing tool, ask: Will all of our patients be able to use this successfully?