Embedded Files
🩸 Have your say on research shaping the future of sickle cell care and support – take part in two new Sickle Cell Society surveys.
Understanding Use of the NHS App Across Northwest London: Insights on Digital Inclusion and Behaviour Change
Understanding Use of the NHS App Across Northwest London: Insights on Digital Inclusion and Behaviour Change
Project Summary
Project Summary
We conducted a multi-year evaluation of the NHS App, analysing usage patterns, user experience, barriers to access, and digital inclusion. The findings have informed national improvements to the App and shaped the way ICSs understand population-level digital engagement.
Background
Background
The NHS App is a key component of the NHS digital transformation agenda, supporting prescriptions, GP access, personal health records, and COVID Pass functionality.
As uptake grew rapidly during the pandemic, understanding who uses the App and who faces barriers became crucial for equitable digital transformation.
Associated Themes
Associated Themes
Information and Intelligence ¦ COVID-19 ¦ Patient, Public, Community Engagement and Involvement
What We Did
What We Did
NIHR ARC NWL carried out:
analysis of App usage trends across millions of interactions
sociodemographic breakdowns to examine digital inclusion
surveys and interviews with patients
focus groups with lower-engagement groups
analysis of COVID Pass demand and population uptake
reviews of behaviour change impact (self-management, access patterns)
What We Found
What We Found
Significant disparities in uptake correlated with age, socioeconomic status, digital literacy, and ethnicity
Users relied heavily on the App for accessing prescriptions, GP services, and COVID Passes
App use improved self-management behaviours, particularly medication and appointment management
Identified key barriers: digital literacy, lack of device access, language, trust/safety concerns
Findings were shared with NHS England and informed improvements to accessibility, onboarding, and interface design
What This Means
What This Means
NIHR ARC NWL’s evaluation has shaped national understanding of digital access and inclusion. The work has contributed to:
NHS England digital inclusion frameworks
updates to NHS App onboarding
ICS digital strategy
national behavioural insights on use of digital health tools
The evaluation demonstrates the importance of continuous learning and user-centred design in national digital platforms.
Page updated
Report abuse