Patient and professional experiences of using digital tools in primary care: Year 4 report
Download (PDF 6.25 MB)Summary of report content
Healthwatch Norfolk report on the findings of year 4 of a project to look digital tools in healthcare and people's experiences.
This time, the research on people’s engagement with the NHS App focuses specifically on two demographic groups in the East of England that have lower numbers of registered users compared to the rest of the population: young people aged 16–30 and older adults aged 65 and above. The study aims to understand how these groups perceive and use the NHS App, identify the challenges they face, and develop recommendations to encourage greater uptake and sustained engagement with the digital tool.
Awareness of the NHS App is high among both young adults (16–30) and those aged 65+, with each group valuing its convenience for accessing health records, test results, and prescriptions. Young users appreciate 24/7 access but face barriers such as limited awareness of all features, inconsistent availability across GP practices, and an outdated interface. To boost engagement, recommendations include targeted social media outreach, consistent service delivery, and a more modern, personalised user experience.
Older adults also use the app for managing vaccinations and referrals, valuing the control and reassurance it provides. However, digital confidence, preference for personal contact, and physical or cognitive challenges limit uptake. Tailored support, relatable promotion, and inclusive design are needed to improve adoption.
Half of GP staff had used the Norfolk and Waveney Shared Care Record (ShCR), with mixed experiences due to variable training and technical integration issues. Despite this, many recognised its benefits for clinical decision-making and care coordination.
Most patients were unaware of the ShCR, though some experienced its benefits indirectly. Concerns about data privacy and limited understanding of the system hinder trust. Clearer communication and transparency are essential to build confidence and encourage use.
Key Recommendations:
1. Raise awareness through targeted, relatable campaigns.
2. Improve user experience with modern, accessible design.
3. Ensure consistent app functionality across GP practices.
4. Provide tailored support, especially for older or less tech-savvy users.
5. Enhance transparency and communication around the ShCR to build trust.