How do patients access NHS information?

Healthwatch Worcestershire was asked by the Herefordshire & Worcestershire Integrated Care Board (ICB) to conduct a public survey exploring awareness and understanding of information about using NHS services in Worcestershire. The survey ran from 1 June to 30 September 2025 and got 811 responses.

This survey provides clear evidence of both strengths and gaps in public understanding of NHS services and the NHS App. While overall awareness of the App and confidence in choosing the right service is high among the general population, significant disparities remain for people with learning disabilities and other groups experiencing health inequalities. These findings suggest the importance of maintaining a blended communication approach—combining digital tools with accessible, offline options—to ensure inclusivity. 

The work is critical because effective communication is not just about sharing information; it directly influences how people access care, which impacts NHS efficiency, and supports patient safety. By focusing on trusted channels, clarifying service roles, and promoting the NHS App in an accessible way, the ICB can maximise impact and help ensure that every resident of Worcestershire can confidently navigate NHS services.