The digital care convoy: exploring the impact of increased digital communication in the primary care sector

Background: The digitalisation of care services has significantly altered communication among healthcare professionals, care recipients and their families. Interactions now rely heavily on digital documentation, which affects interpersonal engagement. Digital communication plays a central role in care delivery, from the reading of patient records before visits to the composition of detailed reports afterwards. Aim: This article examines the role and perception of digital communication and documentation in the care of older individuals, focusing on the challenges of increased reliance on written digital communication, as well as time constraints, literacy barriers and reduced direct verbal interaction. Methods: The study is based on 14 interviews conducted in 2023 and 2024 with professional caregivers and 20 interviews with individuals aged 75 or older receiving care at home or in residential facilities and five interviews with their relatives, friends and family members. The analysis is primarily based on the 14 interviews with professional caregivers. Results: Three key challenges were identified: (1) Reading, writing, and categorisation are cognitively demanding and require caregivers to process large amounts of information while managing tasks. (2) Written communication, although intended to be clear and efficient, is often misinterpreted, which necessitates verbal clarification. (3) Documentation serves both communication and accountability purposes, thus increasing administrative burdens. Discussion: Although digital communication systems enhance efficiency and transparency, they also limit access for informal caregivers, which leads to communication gaps. Conclusion: Written digital communication is challenging for professional caregivers and is part of a complex communication landscape that, in order to function optimally, also includes oral communication and analogue letters and documents.