The NHS App
Between June and October 2025, we carried out a project to raise awareness of the NHS App and hear from people across Derbyshire about their views and experiences of using it.
We heard from 650 people through an online and paper survey and by speaking to residents at community events, including summer fetes and freshers’ fairs. We wanted to understand how aware people are of the NHS App, which features they use or would like to use, and what works well or could be improved.
The findings have been shared with the Digital Transformation Team at Joined Up Care Derbyshire and NHS England to help inform ongoing development, communication and support around the NHS App.
Key findings
- Most people (87%) were aware of the NHS App and 71% had used it, although awareness and use were lower among under-25s
- People liked the convenience of ordering repeat prescriptions and viewing medical records, notes and test results
- Many people said they would use the app to manage appointments, receive messages and access health information, if these features were available and relevant to them
- Satisfaction was generally high, with 73% of users saying they were satisfied or very satisfied
- 9% reported they were dissatisfied with the app
- Some people experienced difficulties with registration and identity verification, particularly those without passports or driving licences
- There was frustration about a lack of consistency between GP practices and hospitals, meaning features available to one person may not be available to another
People wanted clearer explanations of test results, fuller access to hospital records, and better information about referrals and waiting times.
Some people need more support and confidence to use digital tools, and others want reassurance that they will continue to have non-digital options available.
Feedback from this work highlights both the potential of the NHS App to act as a ‘one-stop shop’ for healthcare, and the importance of improving communication and support so that no one is disadvantaged by the move towards digital services.
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