NHS app: awareness and experiences report 2024
Download (PDF 330.04 KB)Summary of report content
Healthwatch Derby wanted to understand people's awareness and experiences of using the NHS app, as they had hardly found anyone mentioning it in their general engagement. They produced a short survey to which 103 people responded.
Nearly half of those who responded were aware of the NHS app. There was a difference between people who were White British and people of other ethnicities in awareness (73% aware compared to 14% aware).
Just over half had downloaded the app. Of those who said they were aware, nearly three in five had downloaded the app. Some of the issues that stopped people from downloading the app were:
- language barriers
- IT literacy issues
- difficulties in downloading
- length of time to download
- face recognition issues
- could not see the use of it
- no smartphone or PC
Of those who used it, 41% said their experience was mixed, 35% said it was good and 24% said they had bad experiences.
The main reasons given for the bad experiences were that the app not always up to date, navigation difficulties and that the app was not working.
The report has three recommendations about an awareness campaign; making the app easier to use and updating the app.