MyCare.scot – digital front door to health and social care: equality impact assessment summary

Conclusion

MyCare.scot represents a significant opportunity to improve equitable access to health and social care in Scotland. For many groups — including disabled people, older people in rural areas, Trans people, and LGB+ communities — a safe, accessible digital service offers genuine improvements in choice, dignity and convenience.

However, digital exclusion remains a persistent and intersectional challenge. Without targeted mitigations, there is a real risk that MyCare.scot could be less accessible to some of the people who would benefit most from it. The barriers identified — including connectivity gaps, digital skills deficits, affordability, language, and the absence of proxy access — are well-documented and must be actively addressed.

The programme’s commitment to maintaining non-digital routes, embedding inclusive design from the outset, and treating the EQIA as a live governance document provides a strong foundation. The Integrated Action Plan sets out specific, owned mitigations against each identified barrier. Progress will be monitored through the Digital Front Door Delivery Board and the Communications, Engagement and Inclusion workstream, with findings feeding into the wider Assurance and Gateway Review process.

On this basis, the programme is satisfied that MyCare.scot does not constitute unlawful discrimination and that it is taking reasonable and proportionate steps to advance equality of opportunity and promote good relations across all protected characteristics. This EQIA will continue to evolve alongside the service.