The Digital Divide in Healthcare Access

Juan Jose (JJ) Ayala
Jun 5, 2025
3 min read

Updated: Jun 12, 2025

Why Prescription Savings Still Depend on Who You Are and What You Earn

By JJ Ayala, Executive Director, Team Percepto

At Team Percepto, we believe that primary research is one of the most powerful tools we have to understand real needs and spark meaningful action. Every article we write is grounded in original data collected through direct engagement with the people and communities we serve.

This is the second article in our ongoing series on community health and wellness. In the first piece, "Why Mental Health Isn’t One-Size-Fits-All," we explored how income and age shape mental health concerns and service expectations. This follow-up takes a closer look at another pressing issue: the digital divide in healthcare access, particularly when it comes to prescription savings.

Thanks to a recent collaboration with Be Social Productions, we conducted a health and wellness survey across Southern California to better understand how people access medication and care. One finding stood out immediately: access to prescription savings tools isn’t just about availability. It is about access to technology, trust, and know-how. Many are being left behind simply because the tools designed to help them aren’t designed for them.

The Numbers: A Clear Divide Between Income and Access

When asked how they access discounts for prescription medications, 31% of respondents said they rely on smartphone apps. This was especially true for higher-income respondents (63%) and younger participants (38%).

But on the other side of the gap, lower-income and older respondents were significantly more likely to not use any discount method at all. That is not just a tech preference. It is a barrier to affordability, and in many cases, access to basic care.

Why This Matters: Technology Alone Isn’t the Solution

We often assume that technology is the great equalizer. But our data tells a more complicated story. Apps and websites may be efficient, but they are not equally accessible to everyone. The people who could benefit most from savings (lower-income, older individuals) are often the least equipped or inclined to use these digital tools.

This mismatch highlights how health equity is deeply tied to digital literacy and access. If the infrastructure for savings depends on technology, then the path to equity must include outreach, education, and alternatives that meet people where they are.

Hanging discounts tags with different discount percentiles

Hybrid Solutions: Meeting People on Both Sides of the Divide

Our research also found that when it comes to ease of use, respondents were evenly split. About 42% said both technology and physical discount cards were equally easy to use. However, higher-income and male respondents leaned toward digital tools, while lower-income and older adults reported more comfort with physical formats.

That is why solutions should not be limited to a single format. Hybrid models that offer both a digital app and a physical card are more likely to succeed across demographic lines. More importantly, they allow healthcare systems to accommodate the needs of users who are often excluded from digital-first approaches.

A Call to Action: Equity Requires Intentional Design

If we want equitable access to prescription savings and care, we have to recognize that technology is not neutral. It reflects existing disparities in income, age, language, and digital literacy.

We need:

Community-based education campaigns that teach people how to use discount tools
Low-tech enrollment options for people without smartphones or stable internet
Partnerships with clinics, pharmacies, and trusted messengers to guide usage
Language- and age-appropriate materials that build confidence and trust

At Team Percepto, we use data like this to tell stories that move us toward action. This one is clear: bridging the digital divide in healthcare is not just about getting more people online. It is about creating systems that are as inclusive as they are effective.