Report: Exploring attitudes and accessibility of the NHS App

The NHS App gives people the option to manage their healthcare using a phone, tablet or computer.

In Gloucestershire, there are pockets of digital exclusion - people who aren't able to use the internet in the ways that they may need. 

There are other reasons people may be unable or unwilling to use the NHS App. Our county has an ageing population, many of whom told us they are less inclined to use digital technology. People whose first language is not English also shared their experiences of using the app with us.

Download our full report below.

Key messages

• Many of those who are currently using the NHS App, and feel confident using it, find it works well for most things and appreciate being able to access services remotely and in their own time.
• Some NHS App users find the functionality of the app can be a barrier to accessing services.
• Many people who don’t currently use the NHS App expressed an interest in finding out more as they don’t feel fully informed about what it can offer them.
• However, some individuals don’t use the NHS app because they prefer to access their GP either in person or over the phone, and others expressed thoughts of being ‘left behind’ due to concerns with the app.

Based on our findings, we have made a number of recommendations to the NHS in Gloucestershire.

In March 2026, Healthwatch England published its 'NHS App and Independent Feedback Report'.

Local Healthwatch across England, including Healthwatch Gloucestershire, contributed to this report and we are pleased that the findings and recommendations are in line with ours.

Download this national report below.