Tackling Digital Exclusion: the Journey So Far with our Digital Front Door 

Florie Moran, Brook’s Digital Transformation Lead, talks about Brook’s plans to tackle digital exclusion and how our Digital Front Door programme will help contribute to this objective.

‘Challenging Inequality’ has always been a priority for Brook and, with the launch of our new 2023 Strategic Plan, we have recognised it as a core objective for the years ahead. As part of this, the Digital Team have committed to undertake research into digital exclusion to understand the role we have to play in reducing it, and to ensure that we provide an effective blend of digital and face-to-face resources and services.  

What is Digital Exclusion? 

Digital exclusion refers to the unequal access to Information and Communications Technology (ICT) that exists across our society.

The internet can open doors to lots of things, but for someone who cannot access the internet, certain websites, a computer or a smartphone, these doors can remain firmly shut.

Brook feels passionately about reducing these barriers to access and helping as many people as possible to benefit from our services. 

Our Digital Front Door (DFD) programme has a key part to play in achieving this aim, by increasing the number of access points available to our service users. Through the programme, we have built multiple new features, tools and pathways designed to help people prioritise their mental, physical, and sexual health, wherever they are. It might seem ironic that a digital solution could contribute to the fight against digital exclusion, when the people it affects are unable to access the digital space. However, DFD has been developed with a commitment to increasing choice and flexibility.

By creating new avenues for service users to self-serve if they want to, we can make more face-to face clinical time available for those that cannot or choose not to engage with us digitally. 

For instance, an ever-growing number of our clinics are now able to offer free at-home STI testing kits that can be ordered online. These kits allow young people to look after their health from the comfort of their own home. Samples are sent directly to our lab partner and results are shared via text and telephone. For anyone testing negative, this is the end of their testing journey. In the case that someone has a positive result, appropriate support is provided. In most cases this means that they can easily book an appointment at their local Brook clinic and access advice, reassurance and the treatment they need. By removing the need for everyone to perform their tests in person, our clinics are able to reach more people. 

Our face-to-face services have been a fundamental part of Brook’s identity since Helen Brook opened the first Brook clinic in 1964. DFD strives to support and complement the work of our clinical teams, by giving our service users more choice and flexibility in the way they access our services. 

Digital Inclusion  

 A key aspect of tackling digital exclusion is by ensuring that we are as inclusive and accessible as possible. We develop all of our content, tools and features according to the Web Content Accessibility Guidelines, and allow end users to customise their experience of the Brook website by choosing different colours and modes. Mixed-media is offered wherever possible, all written material is tested for readability and all clinical questions are fully explained, so that Brook’s users are in control of the information that they consume and share.   

Perhaps most importantly, Brook is committed to including our service users in the development of all digital tools and resources. Our fantastic Participation Forums regularly provide feedback on our different projects, and we engage participants from all across the UK from diverse backgrounds.

This helps us to make sure that everything that Brook builds, makes and shares is created in the best interest of those we support, prioritising their diverse needs and wishes with sensitivity.  

As an organisation, we recognise that we have more to learn about digital exclusion, and we are committed to doing so throughout 2023 in order to make sure that Brook’s services are as welcoming and accessible as possible. Brook fights for everyone’s right to live healthy lives, free from inequality and stigma. As we recognise the importance of ‘Challenging Inequality’ as a new strategic priority, our Digital and Clinical teams will also take on the challenge of ensuring Brook plays our part in tackling digital exclusion.