Patient views and experiences of digital health tools

Healthwatch Norfolk surveyed 343 residents and held focus groups with 21 people in 2026 to understand experiences of the NHS App and attitudes towards wider digital healthcare developments, including electronic patient records, artificial intelligence and shared health records. Overall, people were broadly supportive of digital transformation where it offered clear benefits, particularly improved access to medical information, easier prescription management and better coordination between healthcare services. Support was strongest for the planned Electronic Patient Record and future Single Patient Record, which people felt could reduce the need to repeatedly explain their medical history and improve continuity of care. 

The NHS App was widely recognised and used, with 70% of survey respondents reporting at least occasional use. People particularly valued access to GP records, test results and prescriptions. However, registration, login processes and navigation were common sources of frustration. Many users found the app difficult to use, while others reported that key functions varied depending on their GP practice. A recurring frustration was that digital systems were fragmented, requiring patients to use multiple platforms to access different services. 

Digital exclusion emerged as a major concern. Disabled people, those experiencing financial hardship and people whose first language is not English described barriers relating to digital confidence, accessibility, language and affordability. Participants reported difficulties understanding medical terminology, navigating text-heavy screens and managing complex login procedures. Many continued to prefer telephone or face-to-face contact with healthcare professionals and stressed that digital services should complement rather than replace traditional access routes. Concerns were also raised about data security, cyberattacks, commercial use of health information and the potential for artificial intelligence to reduce human interaction in healthcare.

Healthwatch concluded that successful digital transformation depends on making services easier to use, more accessible and more consistent. Recommendations focused on simplifying NHS App registration and navigation, improving accessibility and language support, maintaining non-digital routes into care, strengthening public information about data security, ensuring strong clinical oversight of artificial intelligence, and involving patients in the design and testing of future digital services. The report emphasised that trust, transparency, inclusion and patient choice are essential if digital healthcare is to improve access without widening existing inequalities.