CVS Health released new research showing a significant divide between older Americans’ ability to use digital health tools and their willingness to learn them, as health care shifts toward online and AI-powered services.
The white paper, “Navigating the Digital Health Literacy Gap,” surveyed Medicare-eligible adults and found that many struggle with digital tasks despite expressing openness to adopting new technology. The findings arrive as all baby boomers reach age 65 and older, a group projected to make up one in five Americans by 2030.
Key Findings from the Report
CVS Health’s research revealed that 58% of respondents said low digital health literacy negatively impacts their ability to manage their health. The study examined four key areas: navigation, knowledge, skills, and confidence.
Despite the challenges, 86% of participants indicated they are open to using digital health tools if given proper support and training. Many expressed interest in learning through in-person help at pharmacies, simplified apps, or video tutorials.
Dr. Ayo Gathing, Senior Medical Director and Deputy Chief Health Engagement & Access Team Officer at CVS Health, stated in the report materials that “Trust and simplicity of care are critical to improving health outcomes.”
The study included surveys, interviews, and group discussions with seniors across different ages, incomes, geographies, health conditions, and living situations. It revealed barriers such as confusing interfaces, privacy concerns, and a lack of technical support.
Broader Context and Company Response
Health care continues its rapid move toward digital-first models, including telehealth visits, online prescription refills, patient portals, and AI-assisted tools. CVS Health, which operates one of the nation’s largest pharmacy networks, said the findings align with its $20 billion technology investment announced in 2025.
The company is expanding in-person digital navigation support at CVS Pharmacy locations, offering simplified mobile apps, and partnering with community organizations to provide training.
Officials noted these efforts will hopefully help reduce barriers for older adults who want to engage with modern health care options.
Industry Implications
Analysts say the digital divide among seniors could affect everything from medication adherence to preventive care. As more services move online, experts predict companies that successfully bridge this gap may see stronger patient loyalty and better health outcomes.
CVS Health operates thousands of retail pharmacies, specialty pharmacies, and MinuteClinic locations across the country. The company said it plans to use the research to guide future product design and customer support programs.
Read the full white paper here.
