NHS App and independent feedback report

Healthwatch Lambeth undertook a survey about people's views on the NHS App.  44 people responded.

Most respondents had heard of and used the NHS App, with around one in ten saying they did not use it. However, many identified aspects where improvements would make the App easier to use.

Not all respondents were able to access all features of the NHS App. One in five (22%) respondents told us they could not use it to book GP appointments or message their GP, or that they could only use these features during working hours. A few respondents said they wished they could access their relatives’ health information but could not currently do so.

A quarter (23%) of respondents said their medical records were incorrect or incomplete on the NHS App. Many attributed these inaccuracies to the use of different patient record apps by hospitals and GPs.

Three quarters (73%) of respondents used other apps to help manage their health, access care and communicate with professionals. Half (50%) used MyChart, used by our local hospitals, and a third (34%) used other apps as indicated by their GPs and/or pharmacies. A quarter (23%) of respondents expressed their frustration at the number of apps used by different services and the lack of compatibility between them.

Respondents shared many suggestions on how the NHS App could improve, around ease of use, reliable access to features, clarity about its functions and guidance on how to use it.

Three quarters (73%) of respondents would use the NHS App to give feedback about care from NHS services. Some stated that they would only feel comfortable if their feedback was anonymous, easy to give and acted on by services. Just over half would feel confident using the NHS App to get help about an NHS service or appointment, but only one in five told us that they currently do so.