Selected in early 2025 as one of only four national trailblazer sites, our Talking Therapies service took part in a 100‑day improvement challenge with NHS Impact. The focus was to help people aged 65 and over build confidence in using patient online tools and digitally enabled therapies (DETs).
The team carried out research to learn more about their understanding of DETs, online therapy programmes supported by a trained therapist, through a feedback questionnaire and drop-in clinics at local GP surgeries.
A total of 240 people took part in the survey . Of these, 34% were men and 66% were women, which reflects the gender split typically seen within Talking Therapies.
Older adults’ experiences with digital therapy
Rebecca Morley, team manager and trailblazer lead, said many respondents placed a high value on their mental health:
She said: “78% of the older adult sample described mental health as very important and said they would ask for help when it came to their mental health and wellbeing.”
Most said they would seek help from their GP or a family member.
96% of the 240 people who took part said they use technology at home including a phone, tablet, laptop or PC.
Rebecca added: “We wanted to know what was preventing people from using the internet to access DETs at home.
“In our results, 10% of respondents referred to no interest in using technology; others said they were ‘too old’, lacked confidence, were anxious, didn’t have access to the internet at home or it was because of their eyesight and hearing.
“Key recurring themes in the results showed that older adults were worried that online therapy is less personal and several people were unaware that online face‑to‑face therapy is available.”
What the results showed
The findings from this phase of the initiative are already shaping how the service supports older adults.
During the 100‑day trailblazer period, the number of patients aged 65+ completing DETs increased from 5% to 6% year‑to‑date and has since increased further to 7%.
“This means more older adults are successfully completing online therapies, helping to improve their mental health symptoms,” Rebecca continued.
“Attendance data from April to September 2025 also showed strong engagement with video appointments, with only 4% of video sessions missed, compared to 6% of telephone appointments and 12% of face‑to‑face appointments.
“These results suggest that video appointments may offer a more convenient and acceptable option for many older adults.” Rebecca added.
Hazel, 72 from Scarborough contacted Talking Therapies and was offered therapy via virtual appointments. She said: “ Initially I was a bit mistrustful. I was thinking ‘I’m not too sure about this, but once I had met Lauren, everything was fine.”
“Lauren explained everything to me, and I found it easy to actually get on board with the instructions to join the appointment.”
“I could talk freely rather than having to get myself ready as I feel a bit anxious going to an appointment. I found it a lot easier because I could be me, I could sit here in my jumper, I could sort of be quite happy talking about myself in my own house; relaxed in my own domain.”
“ I would recommend doing the virtual thing, I would do it again without a shadow of a doubt.”
Next steps for the service
The team is now exploring how to make computer‑based cognitive behavioural therapy (CBT) feel more personal, with the aim of improving engagement. This work includes collaboration with people accessing the service, speak ing to local people and working with partners to reach those who have not used talking therapies or accessed mental health support before.
Rebecca added: “The pilot to offer online video call assessments is being expanded with more staff offering these. We will continue to review outcomes to support patient care and experience.”
“We are also developing a new information pack with help from the patient involvement partnership forum. The plan is to test sending this to people before their assessment, so they know what to expect.”
The team has already shared its learning at the May 2025 Celebrating Healthcare Transformation at Scale event . Their case study is now being shared with partners across the region, including Yorkshire and Humber ICB Integrated Care Board, our trust, and primary care networks.
Impact on the service
Reflecting on the progress, Rebecca said the initiative is already shaping a more inclusive and responsive service. She said: “Ultimately, the learning gained through the Digital Innovation Trailblazer will help us build a more inclusive, accessible and responsive talking therapies service particularly focusing on our older adults across North Yorkshire.”
She added that understanding both the opportunities and concerns around digital therapy will help ensure that people receive the right type of support at the right time – whether online or not.
“In the longer term, the initiative will help us increase patient choice, reduce inequalities, and ensure that those who prefer online therapy – and those who don’t – receive the right option at the right moment in their care journey”, she added.
