Our Connecting Scotland Digital Support Helpline was a lifeline for Mary who needed access to her iPad for vital medical and social needs.
During lockdowns over the pandemic Mary moved from her temporary accommodation into a new permanent home. The change was difficult to manage as her access to friends and family had been cut off and due to her ongoing health complications, she was unable to go outside and connect with those around her.
This is a likely reality for many people of all ages whose lives are affected by health conditions, with or without a pandemic. Technology helps break these barriers and gives people a much-needed lifeline. In Mary’s case, she has an iPad, which she received from the Scottish Government through the Connecting Scotland scheme, which donated devices to those who would lose access to societal needs, helping people stay connected during the COVID-19 pandemic. Her iPad can connect her to local amenities, and much-needed healthcare services and give her a new way to interact with friends and family she had been cut off from.
This iPad positively impacted Mary, returning many freedoms she once thought had been taken away. However, following a recent software update, she was back at square one as her iPad had been locked and she was unable to regain access. A friend had told her about the Connecting Scotland Digital Support Helpline and she reached out for assistance.
A network of allies
The Connecting Scotland Helpline is part of our Reconnect service, and is run by our staff and VIPs (volunteers, interns and placement students) who are on hand to give digital advice and support to reconnect with the world. It’s crucial in assisting organisations and those in need. In Mary’s case, the division that had provided her iPad during the pandemic were not able to assist and relied on the helpline to use its web of connections to solve this issue. Without the helpline Mary’s iPad would likely be left unusable.
Our numerous connections with other organisations in the third sector allow us to explore a variety of options when it comes to assisting callers. Ability Net, a digital support charity and one of our many contacts, were able to make a house call and visit Mary. They were unable to fully resolve the issue during their visit. However, we continued to support Mary by exploring multiple options available to us through our network of contacts.
Knowing how vital Mary’s iPad was to her health and social needs, we continued to call Mary to let her know of any updates and reminded her she could call our helpline whenever we were open for a chat. Although Mary was struggling without this access, she regularly called to chat about her day and what was going on in her life with those on hand at the helpline.
After a combined effort from Mary, Ability Net, and the helpline, we were able to locate the information needed to allow Mary to regain access to the iPad. This was a huge weight off her shoulders as her iPad had become vital in her daily life for medicine, food, and social life.
Without digital access, people like Mary lose the ability to order groceries at the click of a button, monitor health conditions and order prescriptions, and participate in an active social life through social media and communicating with friends and family online.
Since resolving Mary’s iPad worries she’s been back in touch multiple times for advice and a chat with our lovely team. She’s noted that these calls have had a tremendous effect on her wellbeing, and she can’t wait to see what more she can do thanks to our support.
Always on hand
Health conditions can often impact the ability to participate and socialise outside the home, which can be isolating and at times exhausting when there’s no one to talk with about how you’re feeling. The Connecting Scotland Digital Support Helpline empowers its callers with digital skills and technology that they can use to explore the world and connect with friends old and new.
Digital has a monumental impact on the lives of those in need. Without it those isolated would be denied access to things we rely on each and every day; which is the lived reality for an estimated 3,840,000 adults in the UK who do not have access to a laptop, smartphone or tablet.
Digital poverty is an ever-growing issue. We’re proud to be at the forefront of the conversation to combat digital exclusion thanks to our services and VIPs. If you or someone you know could benefit from our Connecting Scotland Digital Support Helpline, give us a call Monday – Friday 10:00am to 4:00pm on 0800 0590 690.