That can lead to missed appointments, delayed care, prescription problems and more stress for people already managing health challenges.
Healthcare companies, insurance plans, pharmacies and doctors' offices now rely heavily on digital tools. You may need an app to check test results. You may need a portal to message your doctor. You may need a website to understand your benefits.
That works well when the tool feels simple. It becomes a problem when the tool creates more confusion than clarity.
The CVS Health research found that digital health literacy challenges appeared across several common areas. Many older adults struggled to navigate health information online. Others worried about whether websites or apps could protect their personal information. Some lacked reliable internet or newer devices. Many simply felt unsure about what to click next.
That uncertainty matters. When someone cannot access a portal, understand a benefit or complete a refill request, digital care becomes a barrier instead of a shortcut.
One of the most important findings is encouraging. Older adults are not rejecting technology across the board. In fact, the research found that 86% of respondents were open to digital health engagement. Many were willing to learn. They just wanted tools that matched their comfort level.
That point challenges a common assumption. The bigger issue is design. Many people want to use digital health tools, but the experience often feels confusing. A person may use a smartphone every day and still struggle with a health portal. Health tasks can feel more stressful than everyday online tasks because the stakes are higher. A wrong click can feel risky. A confusing message can raise anxiety. A failed login can delay something important.
The research points to several pain points that will feel familiar to many older adults.
Many people feel overwhelmed when trying to find health information online. They may not know which portal to use, where to check benefits or how to fix an error message. This gets harder when each doctor, pharmacy or insurer uses a different system. One login handles test results. Another handles prescriptions. A separate website shows insurance coverage. That creates a lot of digital homework.
Simple tasks can fall apart at the login screen. Forgotten passwords, two-factor codes and account lockouts can stop someone from getting the care information they need. Security matters. Still, a login process that feels impossible can push people away from digital care entirely.
Many older adults worry about sharing personal information online. That concern makes sense. Health accounts can contain sensitive details, including medications, diagnoses, insurance information and payment data. Scammers also target older adults with fake medical messages, bogus pharmacy alerts and phishing emails that look official. As a result, some people hesitate even when a real health message arrives.
Digital health tools assume people have reliable internet, updated phones and working software. Many do not. Older devices may run slowly or fail to support newer apps. Limited internet access can make telehealth frustrating. Cost can also stop people from upgrading devices or paying for faster service.
Telehealth became familiar to many people during the pandemic. The research found that many Medicare respondents had previous telehealth experience and saw its convenience. Still, some remained skeptical. The biggest concern was whether telehealth could actually address their health problem.
That hesitation makes sense. A video visit may work well for a follow-up question, medication discussion or minor issue. It may feel wrong for a new symptom, pain that needs an exam or anything that feels urgent. The takeaway is simple. Telehealth works best when patients understand when to use it and when to ask for in-person care.
AI is starting to appear in healthcare tools. It may help explain benefits, answer basic questions and guide people through online tasks. Used well, AI could reduce frustration. It could translate confusing health language into plain English. It could help someone find the right next step faster.
However, AI also creates a new challenge. People need to know when they are dealing with AI, what the tool can do and when they should ask for a real person. That human backup is important. For healthcare, trust often depends on knowing help is available when something feels confusing, sensitive or serious.
If you have ever felt stuck inside a health app, you are not alone. Digital health tools can help you manage care, but only when you know how to use them safely. Here are the key things to know.
Keep a secure list of your main health websites and apps. Include your doctor portal, pharmacy account, insurance account and telehealth platform. A password manager can make this much easier. It can store strong passwords, fill them in for you and reduce the chance that you type your information into a fake site. Check out the best expert-reviewed password managers of 2026 at CyberGuy.com.
Updates can fix bugs and close security holes. They can also make apps work better with your doctor, pharmacy or insurance portal.
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