Making the NHS App accessible
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Healthwatch Nottingham and Nottinghamshire undertook research into the accessibility of the NHS App and Patients Know Best for people with visual impairments, learning disabilities and dyslexia. The research was commissioned by Digital Nottinghamshire to learn more about how patients utilise online resources for their health.
They found that people were familiar with using the internet and online tools and their motivation to use or learn to use the NHS App was generally high. Accessibility barriers, rather than motivation were the overriding obstacle for these groups of people to use the NHS App.
Key findings:
• Skills
Most people were comfortable using devices online with a range of accessibility options. Most felt that they needed additional help and support, particularly when it came to learning, which was important to people.
• Individual health conditions
People’s health conditions made registration and navigation in the NHS App difficult. Accessibility tools they used to help accessibility online, such as audio voiceover, did not always work with the NHS App.
• Motivation
Despite the accessibility issues, people were still motivated to use the NHS App. Motivations included the convenience and the speed at which they can access the online services and information they need, as well as being more independent.
• Design and accessibility
Most people liked the design of the NHS App, although people did comment on accessibility features that could be improved, such as text font and background colour, an easier registration process and better compatibility with existing accessibility tools.
• Confidence and trust
People’s opinions differed as to how comfortable they were with accepting help from family to access their information in the NHS App. People told us that better accessibility of the NHS App was important to them to maintain their independence.
• Costs
People expressed concern about the costs involved to access the NHS App, such as roaming charges and the cost of a device. People described needing to spend more to buy a device with better accessibility features to suit their needs.
• Connectivity and safety
Overall, people trusted the NHS App and felt secure with the verification steps in place, even though some felt that the authentication process posed accessibility issues.