NHS App Report 2025

Healthwatch Coventry conducted a survey between October and December 2025 to understand how Coventry residents use the NHS App, how satisfied they are with it, and what improvements they would like to see. They gathered 246 responses through an online form and extensive outreach across community centres and foodbanks throughout the city.

Most people (90%) were already aware of the NHS App, and 79% had used it. Around 62% reported being somewhat to very satisfied with the app. Many survey respondents completed the survey face to face, and staff often supported them with downloading or navigating the app. Nearly all respondents (96%) had regular access to a smartphone, tablet or computer, and 90% felt confident using digital tools, although 16% expressed a need for training or support.

People described many positive experiences with the app, particularly its convenience and ease of ordering prescriptions. However, they also highlighted a number of frustrations. These included the inability to see referrals or book blood tests; inconsistent features across GP practices; lack of GP responses through the app; difficulties registering without photo ID; unclear navigation; and limited accessibility features such as voiceovers or clearer language. Some users could not link children or dependants to their account due to inconsistent ID requirements.

Participants also shared concerns about missing functionality. Many wanted to book GP appointments directly via the app rather than phoning early in the morning. Others requested more up-to-date prescription information, hospital appointment integration, visibility of blood test forms, and the ability to access records across different NHS trusts. Parents and carers repeatedly asked for easier ways to manage family or dependent accounts. Some also asked for integration with maternity systems, dentist and optician records, and health‑tracking functions such as steps or heart‑health monitoring.