Digital Life Coach Programme Tackles Digital Exclusion

As more healthcare services move online, many people find themselves left behind due to lack of access, digital skills, or confidence. From booking GP appointments to ordering prescriptions, these tasks are now routinely done via apps or websites, but not everyone is digitally equipped to keep up.

In response, ELFT’s People Participation Digital Community has developed a unique programme that trains service users to become Digital Life Coaches. These coaches support others in their communities to gain confidence with technology, use key tools like the NHS App, and access services that can improve their day-to-day lives.

The programme is co-produced, meaning it has been shaped with input from people who have lived experience of digital exclusion. It focuses on building peer-to-peer support networks, rather than relying solely on technical experts.

Now with 12 trained coaches across the Trust—and a goal to reach 25 by June—the programme is gaining momentum, thanks to initial funding from the NHS and additional support from the ELFT Charity.

Monthly webinars are also open to the public, covering topics like online safety, digital health tools, and a new device access scheme to support those impacted by the cost of living crisis.

For more insight into how the programme works and why it matters, we spoke to Peter Cozzi, one of ELFT’s first Digital Life Coaches.

What is the Digital Life Coach Programme?
The programme helps people become more confident in using digital tools and services, particularly in relation to healthcare. Rather than turning learners into tech experts, it focuses on building trust and digital confidence, especially for those who might be anxious, excluded, or new to online services.

When was it launched?
The programme launched in May 2024 with NHS funding and is aligned with ELFT’s Population Health Strategy. It has since received a 12-month extension with funding from the ELFT Charity.

Why is it needed?
Digital exclusion is a growing issue, and ELFT's own research shows that mental health service users face higher-than-average barriers to digital access. That could mean anything from not owning a device to feeling unsure about using one. The programme empowers people to help each other build skills and confidence.

How did you get involved, and why?
I was referred by my local People Participation Lead, Kamila Naseova, and connected with Saleem Haider, who leads ELFT’s digital participation work. I’ve used the internet for years, but I’m not technical, I just know how to make it work for everyday life, and I wanted to pass that on.

What's your role in the programme's development?
Together with Saleem and our training partner, Digital Unite, we built a programme focused on real-world skills and peer learning. It’s co-produced. We ask for feedback from everyone taking part, and it’s rated 4.6 out of 5 so far!

How many coaches are there and where are they based?
There are 12 Digital Life Coaches across all areas of ELFT right now, and we’re aiming for 25 by June 2025.

How have service users responded?
Really positively. Some coaches are supporting family and friends one-on-one, while others are running small group sessions, like a beginners’ workshop on the NHS App for a local women's group. It’s all about meeting people where they are.

What's next for the programme?
We're running monthly webinars open to anyone. These cover online safety, digital health tools, and device access, including a revamped Chromebook loan scheme for people affected by the cost of living. We're also actively recruiting more coaches.

What kind of training is involved?
Training is done online over three months, at a pace that suits each learner. It’s only a couple of hours a week and focuses on practical guidance, no tech jargon! It covers things like accessibility, confidence-building, and making the most of your device. “You don’t need to be a digital expert. You just need to care and be willing to help others take that first step.”

Interested in becoming a Digital Life Coach or want to learn more?
Email: elft.ppdc@nhs.net