Statewide health centers play a key role in expanding digital access and literacy, especially for underserved communities.
Having dedicated digital navigators, individuals that help others learn how to use digital tools, at these health centers is crucial to bridging the digital divide and connecting patients to essential telehealth services like virtual appointments and online health care portals.
In 2023, the Massachusetts League of Community Health Centers (Mass League) joined the Massachusetts Broadband Institute’s (MBI) Digital Equity Partnerships program. Through this $3.75 million investment, Mass League connected with its subgrantee Duffy Health Center (Duffy), a community-based provider of primary care, mental health and psychiatry services in Hyannis.
With this partnership, Duffy was able to focus on a holistic approach to digital care which led to the creation of a full-time digital navigator role, now held by Ashli Grant. Grant helps drive the health center's work to foster a culture focused on meeting patients where they are through digital empowerment.
Grant’s role was especially important after Duffy transitioned to a new health record system in May 2023.
“Having the time and tools to sit down with someone and walk them through using technology has made a huge impact,” said Grant. “Before this, we didn’t have the structure or resources to do that consistently. Now, we’re able to make a real difference in how people access their mental health care.”
Duffy’s front desk staff also played a critical role in this transition, including routinely encouraging patients to sign up and offering on-the-spot support to increase patient portal enrollment. The result: Enrollment jumped from 8% in 2023 to 48% in 2025, surpassing their 45% goal.
These strong numbers were only the beginning for Duffy. The team dug deeper into the data and patient feedback to understand how they could go beyond enrollment and improve the overall patient experience.
“Duffy wasn’t just checking a box, they really embraced this work and asked tough questions about what the data means and how to do better,” said Mass League Program Manager Casey Squier, who oversees Duffy and 11 other MBI Digital Equity Partnerships Program subgrantees. “They set the bar for how digital empowerment work can be both strategic and human centered.”
That commitment to meaningful engagement shows in their efforts to ensure patients use the tools effectively.
While enrollment continues to increase, Duffy Director of Compliance and Risk Management Emily Hildebrant shared that only 12.5% of patients are actively engaging with the portal. To better address this gap, Duffy now tracks metrics like whether patients are reading progress notes, sending messages or managing appointments. Duffy's staff also responds to 93% of patient messages within one day.
Alongside metrics and data tracking, Grant works directly with patients to help them navigate new technology and build digital confidence.
“Once we identify a need, we take time to figure out what the user is comfortable with and how to build from there, whether it’s getting a device, setting up email or teaching them to join a video call,” she said.
Throughout her work, Grant saw a tangible difference in how patients engage with their care and achieve peace of mind.
Teaching an older patient how to use a hotspot was a particular moment that stood out to Grant.
“The idea of managing new technology felt overwhelming, and the patient wasn’t sure it would really help. I took the time to walk them through it step by step, explaining how the hotspot worked and showing them how simple it really was,” she said. “Once we set it up, they realized it wasn’t complicated at all. They smiled and said, ‘I was intimidated by this hotspot thing, but it’s so easy to use. I don’t have to watch my data anymore. Thank you.’ That moment... showed how a little support can go a long way in building trust.”
With support from Mass League and MBI’s Digital Equity Partnerships program, Duffy has emerged as a standout leader in using digital tools to make care more accessible, inclusive and patient-centered. Partnership is the foundation of Mass League’s success with Duffy as digital navigators from across the network meet monthly to share insights, troubleshoot challenges and celebrate wins. Duffy’s digital navigator model and its culture of digital empowerment inspire broader thinking about what is possible across the state.
“In the future, we envision having at least one digital navigator at every community health center to connect patients to resources,” said Hildebrant. “These positions are crucial for identifying needs and making sure people get the right support.”
Squier echoed this vision, emphasizing that trust and representation are key to advancing digital access.
“Digital navigators are from the community; they bring cultural understanding and a level of comfort that makes it easier for people to engage,” she said. “One-on-one relationships build confidence. We should be doing this everywhere.”