Digital health care and the NHS App: voices from Oxfordshire
Download (PDF 826.34 KB)Summary of report content
The new NHS England 10 Year Health Plan includes an ambitious expansion of digital health tools and services, including patient’s use of the NHS App across all services for access, support, information, advice and feedback. Although there is evidence of the benefits of using digital technology for health care, many people still face considerable barriers using it.
In summer 2025, Healthwatch Oxfordshire conducted two surveys - one online and one face-to-face - to gather insights from people across Oxfordshire about their experiences of using the NHS App. In total, they received 823 survey responses.
Key findings include:
- 96% of people in the online survey and 88% in the outreach survey have heard of the NHS App. However, 25% of people spoken to face-to-face had not used it.
- 57% of participants agreed that the NHS App helps them manage their health and care.
- People value the ease of use, convenience, efficiency and access to information on the App, helping some patients feel more informed and in control of their health.
- A considerable number of people with low digital literacy skills and access to technology risk digital exclusion.
- A common belief is that digital technology is impersonal and overlooks the essential ‘human contact’ element of health care.
- Patients find missing information and inaccurate records frustrating and are less confident trusting the App.
- Not all GP practices offer access to all of the additional services available on the App, and patients are not aware of some of them.
- Some people feel ‘forced’ into using the App and are worried that digitisation might affect their access to health care.
Based on what it heard, Healthwatch Oxfordshire made a series of recommendations for improvements, focusing on:
- Increasing tailored support and accessibility for patients to use the NHS App.
- Clarity about choice and data safety.
- Involving patients in testing future NHS app development.
- Addressing barriers in Oxfordshire including rural digital access and cost.
Healthwatch Oxfordshire shared its report and recommendations with the Buckinghamshire, Oxfordshire and Berkshire West Integrated Care Board (BOB ICB) and other health and care-decision makers in Oxfordshire.
Its report includes responses to the report and recommendations from BOB ICB, Oxfordshire County Council and NHS England.