Conducted by Savanta and commissioned by digital-first healthcare provider Livi, the findings highlight the ongoing challenges faced by older adults in securing timely medical care. More than half (52 percent) of respondents reported having delayed or avoided seeking medical help due to the difficulty of getting an appointment. The same percentage expressed frustration with the accessibility of healthcare services in their area.
Close to half (46 percent) believe that delays in accessing healthcare have worsened their medical issues or prolonged their recovery.
The data suggests that the idea that older people shy away from technology is becoming increasingly outdated – and can even add to negative patient outcomes and increase pressures on in-person health services at a time when the NHS is under unprecedented strain.
This is supported by NHS England’s latest GP Patient Survey which shows steady growth in the use of online consultations, digital prescription services, and access to medical records, particularly among patients aged 65 and over and those with long-term conditions.
Livi, who commissioned the survey, is calling for improved flexibility and accessibility in the UK’s primary healthcare system, with digital and physical care integration, ensuring that older patients receive the care they need when and how they need it.
Dr Tom Davis, Medical Director and Country Manager from Livi commented on the trends they are seeing:
“This new data reveals the urgent need to include over 65s in digital healthcare pathways and give them the choice to access healthcare in the way that best suits them. Digital care isn’t just about shifting appointments online—it’s about smarter integration with in-person services to give people choice and ease of access.
“When used properly, digital care expands capacity, making it easier for patients with complex needs to see a GP face-to-face. The UK must move beyond outdated perceptions of digital care and support models that genuinely blend digital access with physical treatment.
“We’ve seen this work in Sweden, where our fully integrated digi-physical model has delivered up to six times the efficiency of traditional care. The over-60s is by far the fastest-growing patient group in Sweden, accounting for 18% of visits in 2024 compared to 4% in 2022. The UK has an opportunity to do the same, but it requires real investment in joined-up solutions—not just digital add-ons.”
