Make it work for everyone: Why accessibility must be a priority in health tech

Accessibility gets personal. This blog is a meeting of lived experience and design expertise: Claire shares her personal perspective as a neurodiverse and disabled professional woman, while Christine brings her insights as a content designer dedicated to making digital health accessible for people like Claire. Together, they shine a spotlight on what true accessibility means, not just for the millions with visible and invisible access needs, but for everyone striving to make healthcare work for all. 

The conference themes – patient participation, digital transformation and innovation –mirror our guiding belief: that every user must be empowered by accessible, inclusive healthcare design. 

Technology has the power to create a more inclusive, accessible health system if implemented thoughtfully. However, content and services that lack compatibility with assistive technology or force reliance on inaccessible formats are more than technical disappointments. They are barriers to autonomy and dignity. 

Every click, prompt, and message reflects a choice: who gets included, and who is left out.   

Claire experiences this daily. Her work, her health, and her independence all depend on using screen readers, voice recognition, and other assistive technology. Christine knows that when digital content and services aren’t designed with accessibility in mind, basic tasks can become time-consuming, frustrating, or altogether impossible.  

For example, a missed alt-text means Claire’s screen reader leaves out critical information; a non-editable PDF can prevent her from reading a guidance document at all. Simple choices in design dictate whether Christine has made it possible for Claire to engage fully as a colleague, patient, or citizen, or whether she is unintentionally sidelined. 

For those without access needs, problems with accessibility aren’t as obvious. That’s why we’re raising awareness of what everyone can do to contribute to a more inclusive health and care system. 

Why it matters 

It’s the law 

Public service organisations have a legal obligation to ensure their mobile apps and websites are accessible. They also have the same obligation to their staff for internal documents and systems.  

It’s a clinical safety issue 

When technology fails to support access needs, it’s not just inconvenient. It can be isolating and unsafe. For example, missed appointments or misunderstood guidance can lead to negative health outcomes for patients.  

For example, Claire once turned up to an appointment on the wrong day. Her screen reader had assumed a date with written in US date format (month, day, year) instead of a UK date. So, for example, 01/02/2025 could be read as 1 February 2025 (UK format) or 2 January 2025 (US format). That’s why we spell dates out in full, to avoid misunderstanding. 

It’s a productivity issue 

Making content accessible is important for colleagues too, not just patients and service users. We can’t do our best work if we’re regularly struggling to access documents and systems at work. 

Making content accessible helps not just patients and service users, but colleagues too. When documents or systems don’t work with voice navigation or screen readers, work slows down and frustration grows. Accessibility improves efficiency and ensures everyone can contribute at their best. 

It's for you 

More than 1 in 5 people in the UK have a disability, and anyone can acquire one at any time. You may not have an access need today, but that could change, whether through illness, accident, or aging. By prioritising accessibility now, you’re protecting future independence for yourself and others. Christine knows she is one accident or illness away from experiencing the world as Claire does. 

Where to start 

There are some basic content design principles that everyone should use in their work to help make things more accessible. These simple considerations have a big impact:   

Format  

Choose digital formats that allow people to adjust settings like font size and colour contrast to meet their individual needs. For example, web content (HTML) and Word are more accessible than PDFs and PowerPoint. Claire got so frustrated, she even wrote a blog about it! 

Provide different options as well, such as Easy Read and large print, video captions and transcripts, British Sign Language and audio alternatives.   

Structure and language 

Use clear heading hierarchies and write in plain English. Short sentences and straightforward punctuation support focus and reduce cognitive load. That’s essential for many people with neurodiverse conditions, Claire included. This clarity isn’t just helpful, it’s compassionate design. 

Links and images 

Use descriptive links in your content. All the hyperlinks in this blog have text that describes where the link goes, such as the NHS digital service manual’s content guide. It’s not a raw link or “click here”, which make no sense when read out loud. Another thing that helps Claire is putting alternative text (alt-text) to your images, so her screen reader can tell her what they are.  

Feedback and iteration 

Be humble. When someone points out an accessibility issue with your content, listen to their feedback and make the necessary changes to improve it. If a user cannot access your content, the solution isn’t to explain “why” they cannot – it’s to fix it.
 

Beyond the basics 

Consider not only visual barriers, but also cognitive, emotional, and cultural.  Good accessibility is compassionate, open to change, and measurable.  Ask yourself: 

• Can someone understand this if they’re stressed, overwhelmed, or fatigued? 
• Does the service work for users who rely entirely on keyboard or speech? 
• Would this design exclude people if they are temporarily disabled, affected by language barriers, or seeking privacy in sensitive situations? 

Building the future: Your role in accessible digital health 

Whether you’re a technologist, clinician, policymaker, or leader: 

Build diverse teams 

Yes, we should involve people with lived experience in design, testing, and governance.  It’s much more powerful if these people are the colleagues we work with daily, not just the research subjects we include periodically. That’s why it’s so important our teams include professionals like Claire. 

Prioritise accessibility in procurement  

If you’re buying a system that doesn’t work for the staff or patients with access needs, you’re putting more hurdles in the way of someone who already has barriers in every part of their lives. Claire often describes it as having two full-time jobs, considering all the work she must do to overcome those barriers. Raise the bar in your expectations from the services you procure by evaluating accessibility in your selection process. 

Make accessibility training mandatory 

Upskill your staff by making basic accessibility training part of mandatory training. Accessibility shares the same legal significance as information governance, data security, clinical safety, and health and safety.  

Make patient and user participation non-negotiable 

Listen to the needs, adapt your communication, and foster co-learning.  It’s not just about big digital systems, it’s about your weekly newsletter, your PowerPoint presentation or the report you are writing. Remember: Claire is not just your patient, she’s also your colleague. 

Join us 

At HETT Show 2025, let’s make digital health universally accessible, so that every user, regardless of ability, is a valued partner in better care. 

We look forward to meeting you at the Accessibility Lab Live at 12:45 PM on 7 October and on the NHS England Accessibility Lab stand throughout the conference, sharing stories and co-creating the next chapter in digital health. 

Claire is also chairing a panel 8 October at 2:15 PM on going Beyond the Tick Box with patient participation in co-designing technology and services.   

Accessibility isn’t just technology – it’s humanity, and it starts with us.  
 

Join us at our upcoming event, HETT Show on 7-8th October at ExCeL London to be part of the conversation. Register below.