Availability is not accessibility

Accessing healthcare online has become an increasingly important way for people to access GP and mental health services. But the availability of an app, e-consultation and digital self-referral doesn’t mean that everyone can use it. Many people face barriers such as language, digital skills, understanding the NHS, or concerns about privacy. Availability is not accessibility explores how these barriers affect access to these important services - and what providers can do improve their existing pathways.

This project set out to understand how digital pathways into primary care and mental health services actually work for migrant communities in London, and what makes it easier or harder to find, access, navigate and use these services.

We found that digital healthcare only works when people can understand it, trust it, and get help when they need it. These findings matter for anyone who commissions, designs, delivers or funds NHS services, and for anyone working to make healthcare fairer.

Explore the research and resources

The white paper

The full research report, providing the evidence base, methodology, findings and detailed policy analysis.

Policy briefing

A summary of key findings and policy recommendations.

The toolkit

Practical resources to support your organisation is assessing and improving your digital pathways to primary and mental healthcare.

About the project

This project was led by Dr Arlinda Cerga-Pashoja (Principal Investigator) at St Mary's University, Twickenham, with Asmae Doukani, Sam Lam and Rebecca Borgomastro. It was funded by the UKRI Research England Policy Support Fund (December 2025 to July 2026). The research and recommendations were shaped by NHS organisations, local authorities, voluntary and community sector organisations, and by migrants and community members who generously shared their time, expertise and experience.