A Guide to Website Accessibility for Digital Healthcare

The digitalization of healthcare has ushered in a new era of convenience, bringing medical consultations into our homes through telemedicine, seamlessly storing and transferring our medical histories via electronic health records (EHRs), and offering self-service health tracking through health management apps. These tools have the potential to redefine care for all. Yet website accessibility in digital healthcare is often overlooked, leaving some patients excluded from the benefits of these advancements.

By prioritizing website accessibility, healthcare providers can ensure that all users equally benefit from the accessibility and immediacy of digital care. They will also be upholding their obligations under U.S. and international laws.

In this blog, we’ll explain why making digital healthcare services accessible is imperative for any provider that values inclusion. We’ll also outline some of the laws and standards governing web accessibility in healthcare and outline actionable steps organizations can take to get started improving patients’ online healthcare experiences.

Why should online healthcare be accessible?

More than 1.3 billion people worldwide identify as having a disability. When healthcare websites and apps aren’t designed with accessibility in mind, many individuals with disabilities may face barriers to receiving critical care in a timely manner, if at all. Whether it’s difficulty in booking an online appointment, accessing medical records, or using telemedicine platforms, inaccessible online healthcare can block users from essential services.

Digital accessibility: Key laws and guidelines

Providers not only have an ethical responsibility to maintain inclusive and accessible healthcare services—they also have a legal obligation. Numerous global regulations mandate website accessibility, and non-compliance can have significant financial and reputational costs. Let’s explore some of the laws and standards that cover digital accessibility in the healthcare industry:

Americans with Disabilities Act (ADA)

The Americans with Disabilities Act (ADA) prohibits discrimination against individuals with disabilities in the U.S. Its application extends to digital spaces as well as physical ones. Title III of the ADA applies to “public accommodations,” a broad term that includes privately-owned businesses and organizations that offer goods or services to the public. In the healthcare space, examples of entities covered by Title III of the ADA include healthcare providers in the private sector and health insurance companies. Meanwhile, ADA Title II explicitly mandates web accessibility for state and local government programs and services, such as public healthcare services funded by state and local governments.

The Rehabilitation Act of 1973: Sections 508 and 504

Section 508 of the Rehabilitation Act requires that all U.S. federal agencies and organizations receiving different types of federal funding ensure their digital content and technology are accessible to people with disabilities. Healthcare providers contracting with the federal government must comply by ensuring their websites, apps, and electronic health records (EHRs) meet accessibility standards.

Another section of the Act, Section 504, mandates accessibility across a broad range of federally funded programs and services, including healthcare. In 2024, the U.S. Department of Health and Human Services published a new rule outlining specific digital accessibility requirements for healthcare providers covered by Section 504.

Health Insurance Portability and Accountability Act (HIPAA)

While primarily focused on data privacy and security, HIPAA also intersects with accessibility by requiring that digital communication channels be accessible. Healthcare providers must ensure that patients with disabilities can access their health information, including in online portals and through electronic records.

Affordable Care Act (ACA) Section 1557

Section 1557 of the ACA prohibits discrimination in healthcare programs receiving federal funding. It specifically extends protections to individuals with disabilities, ensuring that healthcare organizations make their digital services, websites, and health management systems accessible.

Web Content Accessibility Guidelines (WCAG)

The Web Content Accessibility Guidelines (WCAG) provide internationally recognized standards for web accessibility. While WCAG itself is not a law, its standards are incorporated into various legal frameworks, such as Title II of the ADA and Section 508 of the Rehabilitation Act.

Eight ways to make healthcare websites more inclusive

To make digital services accessible for individuals with disabilities and comply with global laws, healthcare providers should focus on inclusive design practices aimed at creating user-friendly and equitable online experiences. Importantly, designing digital healthcare environments with inclusivity in mind doesn’t just benefit people with disabilities—it makes content easier to navigate for all users.

Here are eight accessibility considerations to prioritize as you start improving the usability of your online properties.

1. Alternative text (alt text)

Alt text for images describes visual elements on a website, enabling those who can’t see them to understand their content. It’s essential for screen reader users and for those who turn off images for bandwidth reasons or to improve focus. Effective alt text should be concise, descriptive, and context-relevant.

2. Screen reader compatibility

Screen readers, which convert on-screen text to speech, need structured content to work efficiently. Proper use of headings, lists, and landmarks is key to creating a logical flow, allowing users to understand content and navigate through sections easily.

3. Keyboard navigation

Many patients, including those with mobility disabilities and / or those using assistive technologies, navigate healthcare websites using only the keyboard. It’s vital that every feature on a healthcare site or patient portal can be accessed without a mouse. Users should be able to tab through appointment scheduling forms, medical forms, and health records seamlessly, without missing important content or getting stuck in a navigation loop.

4. Text resizing options

Some users need to enlarge text for readability. Websites should allow for easy text magnification without disrupting a page’s layout or cutting off essential content.

5. Captions for videos

Informational videos can play a key role in patient education and preventative care. Providing closed captions for these videos is necessary to ensure people who are deaf or hard-of-hearing have access to video content and may also help users in noisy settings or who cannot play audio. Importantly, closed captions should not only convey spoken dialogue, but also communicate important sounds—like alerts or instructional cues—as on-screen text.

6. Accessible forms

Online forms are an essential component of digital healthcare services. Patients rely on forms for everything from registering with a new provider and scheduling appointments to accessing medical records. To be accessible, forms must have clear labels and instructions, work seamlessly with screen readers, and allow users to navigate fields smoothly using a keyboard.

7. Descriptive link text

Descriptive link text provides users with clear information about a link’s destination. Instead of vague phrases like “Click here,” include text that indicates where a link leads, such as “Explore our services.” This helps all users, especially those using screen readers, navigate more efficiently.

8. Color contrast

There must be sufficient color contrast between text and background elements on a web page. This is important for readability, particularly for users with low vision or color blindness.

Building accessible design into healthcare websites

From navigating global regulations to addressing technical challenges, getting started with digital accessibility can feel complicated. A trusted digital accessibility solution provider can simplify this process, equipping you with the technology and expertise required to ensure your healthcare websites conform with WCAG, comply with legal requirements, and meet every user’s needs.

With over 25 years of experience, Level Access has empowered thousands of organizations to achieve and maintain compliance with global accessibility laws and standards. Our comprehensive suite of web accessibility tools and services empower your team to proactively adapt to regulatory changes, minimize legal risks, and enhance the user experience for everyone.

Whether you’re just starting out or want to take your accessibility efforts to the next level, Level Access can support you in fulfilling the fundamental mission of healthcare: enabling every patient to access equitable care.

Ready to make your website content and mobile apps more inclusive for your patients? Request a demo and start your accessibility journey today.

FAQ

How can healthcare providers ensure virtual medical visits are accessible?

Healthcare providers can ensure the accessibility of virtual medical visits by offering features like screen reader compatibility, captioning for video calls, and alternative communication methods.

What does the ADA mandate for accessibility in healthcare content?

Title II of the ADA requires healthcare programs funded by state and local governments to make digital content, such as websites and apps, accessible to individuals with disabilities, ensuring equal access to healthcare services and information. Digital accessibility is also a best practice for compliance with Title III of the ADA, which applies to private businesses, including private healthcare providers.

What are common accessibility barriers in patient portals?

Common accessibility barriers in healthcare patient portals include incompatibility with screen readers and other assistive technologies, which can make it difficult for users with visual disabilities to navigate and access information. Inadequate keyboard accessibility, the absence of alt text for images, poor color contrast, and forms that are not user-friendly can all also prevent individuals with different disabilities from using patient portals for their healthcare needs.