Enhancing Support for Unpaid Carers Through Digital Innovation

In this blog, NHS Navigator Karla Richards reflects on the recent roundtable event “Digital Carers Support: Finding Hidden Carers and Improving Statutory Service Provision,” hosted by Health Innovation Network (HIN) South London and DigitalHealth.London, exploring how digital innovation can better meet the diverse needs of carers and enhance existing support systems.

Supporting unpaid carers can be challenging for Local Authorities, largely due to competing priorities and the fragmented nature of current health and social care systems. Disjointed service delivery, lack of shared information, and the burden on carers to navigate complex systems can often delay effective support. One of the primary issues is the lack of integration between health and social care systems. Carers frequently find themselves navigating these pathways, having to re-explain their situations to different professionals, making it difficult for carers to successfully achieve their desired outcome (e.g., medical support or social services).

Digital innovation and services hold significant potential to address these challenges effectively. Implementing a unified digital platform, for example, could facilitate the sharing of information between health and social care systems, streamlining various processes for carers. This approach could also ensure that carers are included in the care planning process, providing them with a voice in decisions affecting their lives and those they care for.

On Wednesday 5 June 2024, the Health Innovation Network (HIN) South London and DigitalHealth.London held a roundtable discussion to address this topic. Titled “Digital Carers Support: Finding Hidden Carers and Improving Statutory Service Provision,” the event was held at the Health Foundry and attended by senior stakeholders across London working within the carers’ community, including the Chief Executive for a Carers Centre, a Borough Strategic Lead for Carers, Strategic Commissioners for Carers Services, an Adult Social Care Head of Insight, a Senior Digital Project Manager and the co-founder and CEO of Mobilise – a digital Carers Support service, and part of Cohort Seven on the DigitalHealth.London Accelerator.

Identifying and supporting unpaid carers through technology

Technology can help alleviate administrative burdens and backlogs, whilst streamlining processes for both carers and service providers. Carers who previously may have had a long wait for an assessment, may be overwhelmed with face-to-face interactions or find it challenging to access physical locations, could potentially benefit from the flexibility and convenience of online services.

The significant backlog of statutory carers’ assessments and their annual reviews in social care means that the people who need the most help are often unable to receive it. Early intervention is key for effective assistance, but this backlog frequently prevents timely help.

Since not all unpaid carers seek support via traditional methods, the use of technology can be beneficial in identifying those who remain unnoticed by conventional services. Digital services, such as an Emergency Planning Tool, could help enable early identification and support, and allow carers to access support and resources at their convenience.

Online carer support services can also help improve capacity within local systems by enabling peer support and community engagement at scale. Through digital platforms, carers can connect, share experiences, and access information at any time, which is particularly valuable for those who might not act on information immediately.

The ‘evidence of impact’ needed for business cases regarding digital carer services

Digital solutions must, however, address specific challenges and demonstrate measurable benefits to build a compelling business case for their introduction and long-term adoption. Longitudinal data on financial impact is particularly important, as evidence showing the savings achieved over three to four years can provide a powerful demonstration of the long-term benefits of digital services.

One notable example is a three-month pilot in the London Borough of Newham, which identified 7,000 new carers without a corresponding increase in face-to-face services. The results indicated that many needs were met online, highlighting the potential for digital solutions to efficiently manage demand.

Mobilise, a digital support service for unpaid carers, is another successful case study. Founded in 2019, “they now have a thriving – and growing – community of over 90,000 unpaid carers” with 80% of those using Mobilise support tools having never accessed support before. In the London Borough of Camden, Mobilise is commissioned to support local carers, so far resulting in the identification and support of 26,000 carers – and the number continues to grow. This scalability showcases how digital platforms can manage a larger capacity than traditional methods, delivering more extensive support with fewer resources.

For every 1,000 unpaid carers reaching breakdown there’s an estimated £14.7million annual cost for local authorities to replace the care provided. It’s vital – financially, for community wellbeing and in meeting the requirements of the Care Act – that we identify and support those caring for friends or family. Digital services offer a cost-effective, accessible means of delivering that support.

As the UK’s largest single provider of carer support, and having worked with over 50 local authorities, NHS bodies and third sector organisations, we see every day the difference it makes in informing and empowering unpaid carers, and in helping to build resilience.

James Townsend
CEO of Mobilise

Next Steps

Digital technology is often presented as challenging to implement, despite it being an integral part of our lives in various areas for years- according to the Office for National Statistics, >84% of adults use a smartphone and 99% of people 16-44 use the internet. While it may be intimidating for some, many carers are already comfortable using digital and online services. The key to successfully implementing these technologies lies in how digital solutions are framed, commissioned, explained, and delivered.

One way to do this is to ensure that collaborative efforts between the health, social care, and voluntary sectors are encouraged, as these partnerships can significantly enhance service delivery and overall carer experiences. Programmes like DigitalHealth.London’s Digital Pioneers Programme exemplify this approach, bringing together professionals from diverse sectors to design and lead transformative health and care projects driven by digital innovation.

As seen, piloting digital services can also provide valuable data for building robust business cases. However, these pilots need to be well-funded to ensure full engagement and accurate results. Commissioners require clear guidelines on priorities, tender requirements, and approval processes to maximise the effectiveness of digital solutions. These solutions must address specific problems rather than being implemented without a clear purpose.

The key to enhancing support for unpaid carers is implementing digital solutions that are user-friendly, accessible, and data-driven. Ensuring these digital tools are effectively integrated requires close collaboration and the sharing of best practices among Local Authorities, service providers, as well as the health and social care sectors. Doing so will pave the way for an ideal hybrid approach, blending both digital and face-to-face services to better meet the diverse needs of carers, enhancing support systems and outcomes for both carers and those they care for.

Mobilise was in Cohort 7 of the DigitalHealth.London Accelerator programme.

The DigitalHealth.London Accelerator programme is funded by the UK Government via the UK Shared Prosperity Fund (UKSPF). It is delivered by the Health Innovation Network (HIN) South London in partnership with the Office of Life Sciences, CW+, Medicity, NHS England, the Mayor of London and the Levelling Up Fund.

For more information, please visit https://www.gov.uk/government/publications/uk-
shared-prosperity-fund-prospectus.