Digital futures: what local voices tell us about the NHS App

Healthwatch Reading and Healthwatch Wokingham Borough undertook research on residents’ experiences of the NHS App. They received 1,436 survey responses between October 2025 and January 2026 to understand how people use the app and the barriers preventing others from using it. Around 65% of respondents used the NHS App, with usage highest among people aged 55 to 74, and the most popular functions were viewing medical records and ordering repeat prescriptions. 

The research found that around one-third of respondents did not use the NHS App. The most common reason was a preference for traditional ways of accessing healthcare, followed by a lack of digital skills or confidence. Some people also faced barriers relating to technology, internet access, language and accessibility. While most NHS App users did not need help, those who did were far more likely to rely on family and friends than formal support services. 

Many residents reported frustration with digital healthcare systems. Common issues included difficulty finding information, missing or inaccurate medical records, problems booking appointments and confusion caused by having to use multiple apps, websites and platforms. People also described inconsistencies in what they could access through the NHS App depending on their GP practice or healthcare provider, and some felt digital systems had become difficult to navigate. 

Healthwatch Reading and Healthwatch Wokingham Borough recommended maintaining non-digital routes to care, improving digital inclusion support, increasing awareness of existing digital help services, providing more accessible information, improving consistency across healthcare providers and simplifying digital healthcare systems. The report concluded that while many residents value the NHS App, further work is needed to ensure digital services improve access without excluding people who cannot or do not wish to use them.