Both younger and older adults are being prevented from engaging fully with the NHS App, according to the latest research by Healthwatch Norfolk.
Whilst awareness of the app is high amongst younger adults, with many using it to view GP health records, check test results, or order prescriptions, regular and sustained use is being hindered by limited knowledge of its full features.
Inconsistent availability of some features and an out-dated design that fails to appeal to younger users, is also preventing this age group from making the most of the service.
Older adults are also aware of the app and its benefits, with a number using it to manage vaccination appointments and hospital referrals.
However, confidence is lower amongst those older adults who are less familiar with technology, with many saying they prefer in-person or phone contact with healthcare services. Some also said they had faced difficulties with registration and navigation, often made harder by physical, sensory, or cognitive limitations.
Importance of digital tools
Expanded use of the NHS App is a core feature of the Government’s recently-announced 10-Year Health Plan, as it seeks to move the health service to a position of greater digital technology use.
Healthwatch Norfolk had been asked by NHS Norfolk and Waveney to look at digital access and how tools like apps and websites can help in healthcare. In the fourth year of this project we focused on two groups with lower registration rates of the NHS App in the East of England: young people 16–30 and older adults 65 and above.
The report outlining our findings has now been published and can be downloaded here.
We also examined patient awareness of the Shared Care Record, a system that brings together the most important records from the different organisations involved in an individual’s health and social care.
Most people told us they were unaware of the Shared Care Record, despite promotion by GP practices and the Norfolk and Waveney ICB.
We also found that while half of GP practice staff surveyed had accessed the Shared Care Record in the three months prior to our study, concerns were raised about sufficient training, technical challenges around integration with other platforms and confidence levels in using the system.
‘Areas for improvement’
Based on the feedback received we have made a number of recommendations, including raising awareness of the NHS App, delivering a more integrated, user-friendly experience and offering tailored technical help for older people to support them with their app use.
Anne Heath, Associate Director of Digital at NHS Norfolk and Waveney Integrated Care Board, said: “This feedback, both insightful and thorough, will play a vital role in shaping future strategies for public engagement.
“The research and analysis carried out have pinpointed areas for improvement—ranging from straightforward adjustments to more nuanced enhancements—ensuring that these digital tools better serve both citizens and NHS staff.
“As the NHS increasingly embraces the transition from analogue to digital systems, the NHS App is poised to become the primary channel for delivering results and communications.
“It is essential that these tools uphold values synonymous with the NHS: they must be usable, accessible, and reliable. By refining these digital offerings, the NHS can continue to meet the evolving needs of the public while maintaining high standards of care.”
‘Digital tools must be accessible’
Alex Stewart, Chief Executive of Healthwatch Norfolk, said:
“The move from analogue to embracing the opportunities of digital technology lies at the heart of the Government’s 10-Year Plan for the NHS.
“If it is to be successful, these digital tools must be accessible to all age groups and demographics, with clear messaging around their use and benefits.
“Our research shows that there are improvements to be made in promoting the use of the NHS app to both younger and older adults, as well as making it a user-friendly experience for both demographics.
“There is also a clear strength of feeling that while digital technology has an important role to play in the transformation of the NHS going forward, it should work alongside – and not replace – in-person care and communication in our communities.
“We welcome the ICB’s response to this latest report and look forward to working with them on implementing the recommendations that have been made.”
