What is the NHS app currently used for?

The NHS App is a mobile and web-based platform that allows patients in the UK to access a range of healthcare services. At present, users can book appointments, view test results, and manage certain aspects of their care. But change is on the horizon.

What proposed changes are being made to the NHS App?

As part of the UK Government’s 10-year plan for the NHS, the app is undergoing a major transformation. By 2028, it’s expected to become a fully integrated digital health tool described as becoming like a “doctor in your pocket.”

The enhanced app will allow patients to:

• • Access a single, shared digital health record

• • Refer themselves to services such as mental health or physiotherapy

• • Manage appointments and prescriptions

• • Use AI-based symptom checkers

• • Attend virtual consultations and receive tailored guidance

This overhaul aims to modernise the patient experience while reducing administrative pressure on frontline staff.

What benefits will the revamped NHS app have for patients?

According to Health Secretary Wes Streeting, the updated app is a central piece of the NHS’s digital strategy, designed to “democratise healthcare” by offering the same level of convenience found in the private sector. The goal is to streamline services, reduce reliance on stretched NHS staff, and enable quicker access to care through digital means. (The Guardian)

By automating routine tasks like triage, scheduling, and records management, the NHS hopes to redirect clinician time to more critical patient-facing needs – ideally improving care outcomes and efficiency by 2035.

What are the concerns following these proposed changes?

While the digital transformation holds promise, experts warn that it may unintentionally widen health disparities.

Many older adults or those with disabilities may struggle to navigate digital platforms, and Ofcom estimates show that 6% of UK households still lack internet access. There’s a real risk that if NHS services become digital-by-default (or worse, digital-only) some people may be left behind entirely.

For example:

• • Patients might delay care because they struggle to use the app

• • Misuse of AI symptom checkers could increase anxiety or lead to inappropriate A&E visits

• • Visual, cognitive, or literacy-related challenges could make digital tools inaccessible

• • Increased digital dependency could overload emergency services if systems don’t function properly or misdirect patients

How can NHS policymakers ensure these concerns are mitigated?

Professor Catia Nicodemo is a central component of the UK’s healthcare plans, offering a digital gateway to various NHS services. She believes that inclusive design and ongoing support will be crucial to ensure the NHS App benefits all users – not just those who are tech-savvy. Here are key strategies NHS policymakers can adopt to mitigate the risks according to Professor Catia Nicodemo:

• Maintain Non-Digital Options: Continue offering telephone and in-person access to NHS services, particularly for vulnerable or older populations.
• Boost Digital Literacy: Partner with libraries, local councils, and community groups to provide training and guidance for people unfamiliar with digital tools.
• Design for Everyone: Involve older adults, disabled users, and marginalised groups in app development to ensure accessibility and trust in AI features.
• Secure Long-Term Funding: Sustained investment in digital inclusion is essential. Without it, support efforts may fall short or be quickly abandoned.

Final Thoughts

The NHS App’s planned transformation into a comprehensive health management tool is a bold step toward modernising care. But for it to succeed, it must be inclusive by design. Policymakers must ensure that innovation doesn’t come at the cost of accessibility.

In building the future of digital health, the NHS must carry everyone forward and not just those who are already online.

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