The NHS App - the views and experiences of Derbyshire residents

Healthwatch Derbyshire wanted to find out if people know about the NHS App. They shared NHS leaflets on how to access the app and the things it can be used for. They also told people where they can go to get digital support in Derbyshire. Their survey had 650 responses.

Key findings

• People want to take control of their own health, and many are happy to use digital technology to help
• Some people don’t have the equipment, knowledge, support or confidence required to use the NHS App. Others want the choice to not use it. There is fear that these people will be disadvantaged and health inequalities might increase for people who don’t use the app
• Some people didn’t know that functions of the NHS App can be accessed on a personal computer, laptop or tablet through a web browser. They told us they find it easier to access digital information this way
• People shared problems with the registration process, particularly those without passports or driving licenses, or with shared email addresses
• Some people found it difficult to get help when they had a problem with the NHS App
• Some people don’t think that their health professionals understand the NHS App enough, or can help them to access it
• Most people like the idea of a ‘one-stop shop’ for all healthcare, but many feel that the NHS App isn’t quite there yet
• Lack of consistency across GPs and hospitals causes confusion and frustration for some people. It also makes training and support more difficult
• People who use the NHS App like the convenience of the app to order repeat prescriptions and look at health records, including test results. However, some said that there needs to be better information about what the results mean
• For some people, hospital referrals are something that could be much better on the NHS App. Although some told us the referral information is really good
• Some people said that other digital systems used by their GP are better than the NHS App. Others told us that it would be better if their GP used the NHS App more
• Women were more likely to use the NHS App features than men
• Older people with visual impairments would find it too difficult to use
• There is a general assumption that younger people are more open to using apps. However, there was more awareness and use of the NHS App among older people
• Voluntary sector groups supporting the public to access the NHS App said they received mixed levels of support from GP practices
• In Derbyshire, there are good examples of the NHS and voluntary sector working together to enable people to use digital technology and the NHS App to manage their healthcare