Digital access is now a key part of how people manage their health and care, from booking GP appointments to accessing test results, managing prescriptions and receiving hospital information. However, for many residents in Fenland, digital services are not always easy to use or access. Slow internet speed, poor digital education and confidence or inadequate devices can create real barriers to health care access.

Through our Fenland Community Cancer Champions project, We regularly supports residents affected by cancer who experience barriers to accessing digital healthcare. These challenges can delay access to information and appointments and add further stress to an already overwhelming and life-changing cancer journey.

To better understand these experiences, between March and May 2026, we asked 20 people receiving support from our service about the challenges they face. Although this is only a small sample, the findings show that digital exclusion is a significant issue for Fenland residents affected by cancer.

The findings presented in this blog are drawn from Cambridgeshire ACRE’s report “Findings on digital accessibility for those affected by cancer living in Fenland” (June 2026).

Digital barriers are widespread

Our data showed that 18 out of 20 participants had experienced difficulties accessing health services digitally. While digital services are intended to improve access, they are not working well for everyone.

The main challenges included not having a smartphone or not being able to use one confidently, having no internet access at home, finding multiple platforms confusing, links not working, verification codes not arriving due to poor signal, and barriers linked to visual impairment, low literacy or difficulty reading and writing.

For someone managing cancer treatment, these are not small inconveniences. Difficulties accessing appointments, results or information can increase anxiety and cause life affecting delays in their treatment and care.

Connectivity remains a major issue

Where people answered questions about connectivity, 7 out of 9 respondents said they experienced internet speed or connection issues. Poor internet, failed links and problems receiving verification codes were all highlighted as barriers to accessing healthcare online.

In rural areas, access is about more than owning a device. Residents also need reliable connectivity, confidence using online systems and accessible digital platforms.

Online GP appointment systems are difficult for many residents

Difficulties accessing GP services was one of the strongest themes. Out of 13 responses, 12 people said they had difficulties using GP online services to request appointments.

People described barriers such as not owning a smartphone, not having a strong enough internet connection, not knowing how to use their phone for online forms, and forms freezing or needing to be restarted. Some respondents also raised concerns that GP surgeries are moving heavily towards online booking, leaving people without digital access or confidence at a disadvantage.

For residents affected by cancer, timely access to GP support is vital. If booking systems are too difficult to use, people may delay seeking help or become reliant on others to navigate services on their behalf, ultimately adding further stress and delay to their cancer journey.

Digital systems between services are not joined up

Residents also raised concerns about how information is shared between hospitals and GP practices. Issues included hospital notes, test results and letters not being transferred smoothly between services.

Examples were given of communication difficulties between different NHS trusts and hospitals, including Addenbrookes, Peterborough City Hospital, Hinchingbrooke and Papworth. Some people reported that this led to repeat tests being carried out at different hospitals and missing documentation or results.

There were also concerns about delays in GP surgeries scanning letters and results onto patient records and appointment letters not always making it clear whether an appointment was by telephone or face-to-face. This shows that digital exclusion is not only about whether patients can use technology; it is also about whether systems across healthcare services are clear, reliable and connected.

People are not being offered enough support

Another key concern was the lack of support available to help residents use digital health platforms. The report showed no one who participated in this survey said they had accessed digital health support sessions or self-help resources from hospitals or GP surgeries on how to use the digital systems.

This suggests that many people are not refusing to use digital services; they simply need practical support, better guidance and improved access to reliable internet in order to use them confidently. When asked if they would be interested to attend education sessions on using digital health platforms if offered, all respondents said yes.

What needs to change

Crucially, phone appointment options must remain available for people who cannot access digital systems. Healthcare services also need to recognise that some residents, particularly in rural areas, may not be able to get reliable internet because of where they live. They need to cater to this ensuring they have full access to all their medical information in alternative methods throughout their health journey.

Residents need practical, accessible support to learn how to use the digital systems put in place. This could include education sessions from hospitals and GP services as well as ensuring all staff are trained and equipped to help with digital platform issues and support.

The findings also point to the need for stronger collaboration between health services when sharing patient data, results and letters. Better partnership working between healthcare settings, digital support services and community cancer support services would help residents access the care and information they need more easily.

Conclusion

Digital healthcare can bring benefits, but only if people are supported to use it and, if they have no digital access, non-digital options must remain available. For residents affected by cancer in Fenland, digital exclusion can make it harder to access appointments, results, information and joined-up care.

Residents told us that digital healthcare should make accessing care easier, not create additional barriers. By listening to lived experience, improving support, keeping telephone options available and strengthening communication between services, we can help ensure that people affected by cancer are not left behind or face delays in their treatment and care.