The NHS App: What people in Leeds really think
Summary of report content
Healthwatch Leeds explored how people in in Leeds are experiencing the NHS App. It looks at what is working well, where barriers remain, and how experiences differ across communities, with a particular focus on people who are more likely to face digital exclusion. This report draws on people’s experiences of using, or not using, the NHS App. It is based on feedback from 456 people, shared with Healthwatch Leeds between November and December 2025, gathered through visits to community organisations and an online survey.
Use of the App varied widely. 68% of survey respondents said they used the NHS App, while 21% said they did not have it.
People from culturally diverse backgrounds were less likely to tell us they use the App: The least likely to have and use the NHS App were survey respondents from Bangladeshi (25%), Pakistani (35%), and Caribbean (38%) heritage. This was compared to 75% of White respondents. Usage was also lower amongst people aged 80+ (45%) compared to the overall group (68%). People whose first language is not English and those with learning disabilities were least likely to use it.
The App currently lacks translation options and accessibility features such as screen reader compatibility, making it inaccessible for many people, including people with visual impairments and those whose first language isn’t English.
Most people who used the App said they appreciated its functions, such as viewing health records and ordering prescriptions. However, some described frustrations, particularly when trying to book appointments, when features didn’t work, or when information was inaccurate. People would value receiving more notifications to keep them updated about new information, features or updates to their health record.
People found it hard to manage different platforms like PATCHs and Patient Access alongside the NHS App, as these services didn’t work well together and people were often confused about which system to use.
Complicated verification processes and password issues were highlighted as barriers preventing people from using the App. This was further complicated for parents and carers who may need to manage both their own and others’ health information. 19% of survey respondents said the App would be easier to use if sign-up and login were simpler.
Many people told us that they wanted face-to-face or phone contact, particularly for sensitive health issues and worried about being pushed towards digital-only options.
This included both explaining issues about their health in writing and receiving information written about them in their health record, which they didn’t always understand.
To read the report, click here.