How this fits in

Pre-COVID-19, there was mounting policy pressure to implement digital innovations to increase staff capacity and access to primary care services. There were concerns about a so-called ‘digital divide’ with certain population groups being left behind and excluded from potential benefits of technologies that could further exacerbate existing health inequalities. This qualitative study explores how the rapid change to remote care during the COVID-19 pandemic had an impact on access to, and safety of, care for people experiencing homelessness. It is argued that, although the remote model may facilitate more ‘timely’ access for some individuals, remote care should not be the default approach. The evidence highlights that the remote model may compromise a relationship-based approach, which is particularly important for building trust and continuity, and to mitigate against existing health inequalities.