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.

Migrant-Inclusive Digital Health: Organisational Readiness and Maturity Self-Assessment

This Excel-based self-assessment tool helps health and care organisations review their current policies, practices and capabilities relating to migrant-inclusive digital health and mental health pathways. Users assess their organisation across nine domains, including leadership, GP registration, digital access, online consultation and triage, Talking Therapies, communication, workforce capability, co-design and monitoring. An automated dashboard presents maturity ratings and priority areas, while the action-planning section helps teams assign responsibilities, target dates and success measures.

Toolkit for Migrant Inclusive Digital Health and Mental Health Pathways in London

A practical implementation toolkit for NHS organisations, Integrated Care Boards, Primary Care Networks, Talking Therapies providers and VCSE partners.

About the project

This project was led by , Principal Investigator, Associate Professor in Psychology and Director of the at St Mary’s University, Twickenham. The project team also included Dr Asmae Doukani, Postdoctoral Researcher; Samuel Lam, Research Fellow; and Rebecca Borgomastro Research Assistant. It was funded by the UKRI Research England Policy Support Fund from December 2025 to July 2026. The research and recommendations were shaped by NHS organisations, local authorities, voluntary and community sector organisations, and migrants and community members who generously shared their time, expertise and experience.