Whether it’s scanning a QR code to access a menu, paying for parking on a phone, or simply booking a GP appointment online - essential parts of our daily lives are fast becoming intertwined with tech.

But what happens to those unable to keep apace with the rate of digital change - or who choose not to engage - and will they, in effect, become “locked out” of society altogether? Reporter Elli Hodgson delves into the growing problem of digital exclusion.

There’s no doubt technology has brought about a wide range of benefits, including simplifying tasks, providing fast and quick access to information, and even extending our lives.

However, for some - and increasingly our older generation - exclusion from the digital realm is making basic aspects of their day-to-day lives much harder.

Imagine for instance you’ve spent your whole life walking to your doctors to make an appointment, only now to be told you need to ring-up instead.

Or perhaps your one daily chat with someone is at the supermarket checkout where you pay cash, but it’s now been replaced with a self-checkout screen you can’t work.

All of this begs the question - are we doing enough to tackle digital exclusion?

Retired civil-servant Tony Davis says his doctor’s surgery often encourages him to use the internet to order his repeat prescription and, on some occasions, when he walks to the doctors to make an appointment, he is told to call-up instead.

The 84-year-old, from Tunbridge Wells, told KentOnline: “You don’t see people face to face now, so you don’t get to talk to people very often.

“You communicate with emails online, and I find that not nice really.”

Back in 1996, when Tony retired, he took a course on computers to learn more about them, but after being scammed, he made a decision not to use them anymore.

The dad-of-four said: “I suppose I’ve been left behind by technology a little bit but that’s because I’ve deliberately done that.

“It seems it is possible to do things the old way, but it seems to take a bit longer to do and I do find that annoying.”

Meanwhile, Carol Wells, 69, from Paddock Wood, has mental health and mobility issues and struggles with the increasing amount of technology she is expected to use.

When her branch of Natwest in the town closed the next closest option was in Tunbridge Wells, almost 10 miles away.

“Now the bank has closed I have to go elsewhere and use different parking machines, but sometimes I drive there, and I get back in the car and cry because I can’t work the machine – it’s overwhelming,” she said.

As a result, Carol often relies on support from members of the Salvation Army in East Peckham to navigate technological challenges but says she would struggle without this help.

But, Natwest says it will be introducing a community pop-up following branch closures in some locations to provide face-to-face support around its digital services, as well as how to protect yourself against fraud and scams.

Salvation Army volunteer Suzanne Boyle highlights the increasing burden technology is placing on the most vulnerable in society.

She said: “A lot of elderly people are now being expected to deal with hospital appointments, Covid appointments and do many things online.

“But many elderly people don’t have the internet, my parents do not have the internet.

“So, when they phone the doctors’ surgery, and they are asked ‘can you send a picture’ - no we can’t send a picture.

“Companies and organisations just assume people have the internet and that’s really not the case.”

Meanwhile, others have criticised the pressure to scan their own shopping due to a lack of staffed tills in supermarkets.

KentOnline previously reported that some people were boycotting the self-checkouts at Waitrose in protest.

Retired photographer, William Proctor, from East Peckham, reports that technology is moving “so fast” for him.

He said: “I hate the self-service tills in the supermarket, that puts somebody out of work in my book and it’s just to save money.”

Indeed, Salvation Army volunteer David Boyle says social interaction is “so important” in older age and has concerns self-checkouts, as well as other technology, is “taking it away from us”.

He said: “People come to the Salvation Army hall for social interaction because they don’t get it these days.

“They’re stuck inside their houses and in some shops you just swipe it yourself, so you can no longer get a chat with somebody behind the counter.

“It will come a time when it’s fine, but it’s too early at the moment, we still need manual options so these people can manage their own lives and keep their independence.”

Others report being too scared to use the technology because of scamming horror stories or a lack of trust.

Technophobe Ken Binding, 88, said: “I don’t have any form of technology at all, not a smart phone, I’m not on broadband or online because I’ve never needed it.

“For me technology is a drawback, I don’t trust technology at all, which is rather sad really.

“So many people have been scammed and drawn into things they don’t want to be drawn into.

“It’s a lost cause for me because I feel like I’ve been left behind.”

One such person who has been scammed is Brian Lloyd, 75, who has volunteered with St John’s ambulance service for over 25 years.

While he uses a laptop for his charity work, more recently his bank account was scammed out of £2,000.

Fortunately, his wife uses online banking and was able to spot the fraudulent transaction within four hours.

In that respect, he sees it as a benefit that his wife was able to use technology to spot the problem and get the money back, but he still has no desire to use online banking himself.

He said: “Without my wife I would have lost that money because I’d only had noticed when I went to buy something.”

But it’s not just the older generation that gets stumped by technology.

Simon Hedley, 46, has himself down as someone who is generally tech savvy and supports people with their issues, but says even he can “get tripped up on it”.

Although his tech problems are more advanced, he highlights a common issue tech users face when storage is full, or software needs upgrading and the system says, “there is no space”.

He adds there isn’t usually a solution without purchasing new kit or upgrading, a common occurrence in an age where there is more of an emphasis on replacing over repairing.

The business owner said: “Often when there is a problem you reach out to customer service, in the old days you’d talk to somebody, and now you get an AI bot script.

“You go in this giant loop of call this and do this, so then you try the phone line, but everything is automated and there’s no way to talk to anybody - what should be a very simple transaction turns out not to be. “

If tech savvy business owners are having these issues, it begs the question how stressful it must be for those less technologically literate in society.

So what is the answer?

Should we try and train those struggling, or should we ensure the pathways are inclusive, retaining the traditional route alongside the technological one.

Caroline Abrahams, charity director at Age UK, says older people can find new approaches “difficult to navigate”.

She said: “If businesses want to meet the needs of all their customers, they must find the right balance so that a non-automated, human option is also available.”

John Norley, group CEO of Age UK Kent Rivers, said: “Older people who aren’t or choose not to be online are being locked out of essential services. It’s discrimination - plain and simple.

“And it poses real risks to people's health, wellbeing, finances and ability to participate fully in our society.

“Apps are fantastic, but they’re not for everyone. Keep those phonelines open and properly staffed, so that people can talk to a human if they want to.”

Older people who aren’t or choose not to be online are being locked out of essential services. It’s discrimination - plain and simple.

With this in mind the county council is also providing digital support to promote inclusion and help those affected.

One such scheme is ‘Digital Hubs’ which is run by Kent County council (KCC) to enable residents to access digital skills and support to become more technologically engaged.

They can also be assigned a Digital Champion to help with their digital skills confidence. Click here to find out more.

A KCC spokesperson said: “The team has recently been working with gas and electricity suppliers to deliver workshops that support people to access bill and energy efficiency tools online.

“The aim is to improve digital inclusion and capabilities across Kent, working with partners including the NHS and utility companies to support better education, employment, financial and health opportunities.”

The digital hubs, which is part of the project, Digital Kent, are advertised in local libraries and GP surgeries to ensure people are aware of the support available.