Improving the digital health care experience for people with disabilities

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For the 61 million adults in the United States living with a disability, health care is often more complicated, more time-consuming and more frustrating than it is for the general population.

A recent study from Rutgers Health found that people with disabilities consistently rated their health care experiences lower than those without disabilities — especially when it came to interactions with providers and the timeliness of care. Individuals with multiple disabilities reported the most negative experiences.

Part of the issue stems from how disability is viewed within the health care system. Research from Northwestern Medicine found that medical schools often teach disability as a problem to be managed, rather than a population to be served. This framing contributes to a lack of preparation and, in some cases, bias among health care providers.

Mike Paciello
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These inequities extend beyond the clinic or hospital. As health care increasingly moves online, digital accessibility has become a growing barrier for patients with disabilities, and one that physicians, other clinicians, health care administrators and technology leaders have the power to address.

A shift to digital, but not for everyone

Over the past decade, much of the health care experience has moved online. From patient portals and appointment booking to telehealth and test result delivery, digital tools now play a central role in how patients interact with their providers.

For many, this has brought convenience. But for people with disabilities, it introduces new obstacles when websites and mobile apps are not designed to be usable and accessible.

Even as digital platforms become the front door to health care, the lack of accessibility closes the doors to people with disabilities. Inaccessible systems can force patients to rely on family members, caregivers or others to log in and navigate private health information on their behalf — undermining one of the most protected areas of personal privacy. Health care is subject to some of the strictest privacy laws in the country, yet inaccessible websites can leave patients with disabilities no choice but to share sensitive medical details just to access basic services.

The legal landscape is changing

In April 2024, the U.S. Department of Health and Human Services (HHS) finalized a new rule requiring health care organizations that receive federal financial assistance to make their websites and mobile apps accessible to people with disabilities.

This regulation applies broadly, covering hospitals, clinics, public health departments, Medicaid and Medicare providers, and even small or solo practices that receive federal funds. Key compliance deadlines, depending on organization size, are approaching over the next two years.

While these requirements mark a significant step toward more equitable care, they also highlight how far the health care industry has to go.

Accessibility issues are still common

Most doctors and other health care providers would likely say that patient experience is a top priority. But for many patients with disabilities, accessibility is rarely part of that conversation.

According to AudioEye’s 2025 Digital Accessibility Index, the average health care webpage had 272 accessibility issues, from broken form fields to missing image descriptions.

These issues aren’t isolated or rare. Across more than 65,000 pages scanned on health care websites, the most common barriers included the following:

• Inaccessible forms: Patients often encounter forms that can’t be completed using assistive technologies, making it harder to book appointments or submit health information.
• Poor color contrast: Low-contrast text can be unreadable for patients with low vision or aging eyes, especially when reading critical instructions or results.
• Missing alternative (alt) text: Without descriptions, images like facility maps or procedure diagrams become unusable to those who rely on screen readers.

Health care websites should be held to a higher standard. Unlike retail or entertainment sites, these platforms are often where patients go to access test results, schedule appointments or manage chronic conditions. These issues represent real barriers to care. In a system where people with disabilities already face delayed treatment and lower satisfaction, inaccessible websites further limit their ability to manage their health independently.

The risk of inaction

Inaccessible digital experiences don’t just frustrate patients — they also pose legal and financial risks.

In 2024 alone, nearly 4,000 federal website accessibility lawsuits were filed, with state-level filings likely matching or exceeding that number. Many of these lawsuits target small businesses, including solo medical practices, especially in states like California, where awareness of accessibility requirements is high.

Some of these cases are brought by testers — individuals who assess compliance rather than initiate complaints as patients — making it even more important for health care providers to be proactive. With new regulations on the horizon in both the U.S. and abroad, including updates to the Americans with Disabilities Act and the European Accessibility Act, conformance with WCAG 2.1 is becoming a baseline requirement.

Where providers can start

The good news is that health care organizations can take action on digital accessibility and see measurable improvements in a short amount of time.

Experts recommend focusing first on the areas of a website that see the most patient engagement, such as patient portals; appointment scheduling tools; contact and service directory pages; and online forms for intake, insurance and consent.

These are often the first points of interaction between patients and doctors — and the most critical to making care accessible and usable to all persons.

A combination of automated accessibility testing, expert analysis and user testing with assistive technologies can help identify gaps and guide enhancements and fixes. Prioritizing these areas not only improves access for patients but also helps reduce exposure to legal action and prepares organizations for long-term compliance.

Building a health care system that works for everyone

People with disabilities already navigate more barriers to care than most. As health care continues to digitize, it’s essential that providers don’t unintentionally add to the problem.

Improving digital accessibility is one of the most immediate and tangible ways to level the playing field. It ensures that every patient, regardless of ability, can access the care, information and tools they need to take control of their health.

For an industry built on the principle of care, accessibility should be the standard, not the exception.

Mike Paciello is chief accessibility officer at AudioEye. A pioneer and influential figure in the accessibility industry for more than four decades, he remains active as a public speaker, mentor and contributor in the sector.