The NHS app and MyChart

Healthwatch Bromley conducted a survey to understand local residents' experiences of using the NHS App and MyChart, the digital platform used by local hospitals and community services. Feedback was gathered from 149 participants, including 77 reviews of the NHS App and 66 reviews of MyChart.

Overall, participants were generally positive about both apps. Of the 149 respondents, 46 rated their experience as "very good" and 56 rated it as "good", while 26 reported a poor or very poor experience.

Many users felt that the NHS App made it easier to manage their healthcare. Participants valued the ability to book GP appointments, order prescriptions, access medical records and receive reminders for vaccinations and health checks. Users also appreciated the app's security features and the convenience of accessing healthcare information online. 

Users of MyChart highlighted the benefits of receiving appointment reminders, accessing test results and consultant letters, managing appointments and viewing hospital information in one place. Some participants reported that the app reduced anxiety by giving them quick access to test results without waiting for letters or phone calls. 

The survey found strong support for digital healthcare tools, with 80% of respondents expressing a willingness to use apps to manage their healthcare. However, around one-fifth of participants indicated that they were either hesitant about using digital services or required additional support.

Despite the positive feedback, several challenges were identified. Some participants found the apps difficult to use, particularly older users and those with limited digital skills. Common concerns included small text sizes, complicated navigation, difficulties logging in, problems with identity verification and technical issues such as MyChart unexpectedly logging users out. 

Participants also reported difficulties understanding some medical information. Several users said that blood test results and other clinical information were presented without sufficient explanation, leaving them unsure whether the results required medical attention.

A recurring theme was frustration about communication. Users of both apps said they could receive messages from healthcare providers but were unable to respond through the apps. Some respondents felt that communication would be improved if two-way messaging were available. Others wanted NHS App and MyChart information to be integrated into a single system.

The report found evidence of ongoing digital exclusion. While older adults were among those facing difficulties, challenges were not limited to older age groups. Some unemployed participants and people in middle-aged groups also reported negative experiences or low confidence with digital tools. 

Healthwatch Bromley concluded that digital healthcare services provide significant benefits for many patients but that improvements are needed to ensure everyone can use them confidently and effectively. The report recommends making the apps more accessible and user-friendly, improving support and training in the community, enhancing communication features, providing clearer information about app updates, and involving patients more closely in future app development. It also recommends continued efforts to address digital exclusion and ensure that people who cannot or choose not to use digital services are not disadvantaged.