What is the NHS App?
The NHS App is a smartphone and tablet application download, available from app stores or accessible through a web browser, that provides UK patients access to a range of NHS services. Currently it can be used to book appointments and access medical test results. Plans to improve it come from the concept of giving patients a ‘doctor in your pocket’ to help improve services.
What changes are being made to the NHS App in England?
Under the UK Government’s 10‑year NHS plan, the NHS App in England is set to become more than a scheduling tool, it’s being promoted as a ‘doctor in your pocket.’ By 2028, patients will gain access to a unified digital patient record, self-referral options (e.g. for mental health or musculoskeletal care), appointment management, prescription ordering, AI-driven symptom checking, virtual consultations, and more.
What benefits will the ‘doctor in your pocket’ app bring to users and NHS patients?
Health Secretary Wes Streeting described the app as a “cornerstone of the digital transformation, intended to democratise healthcare, providing NHS patients with the same ease and convenience afforded to private patients” According to recent reports (The Guardian), this expansion hopes to “automate admin,” freeing clinician time and reducing staff reliance by 2035.
What are the concerns with the NHS ‘doctor in your pocket’ app concept?
Despite its promise, there are concerns that the app could entrench health inequalities due to the aging population – many older adults lack the skills or access needed to use digital platforms. There are also concerns of access limitations due to Ofcom’s estimates that around 6% of UK households having no internet access.
If the digital-first NHS becomes digital-only in practice, then vulnerable populations may avoid using the app entirely. This may lead them to defer care until conditions worsen – or instead seek help in person, increasing pressure on overstretched
Furthermore, there’s real concern about patients misinterpreting automated symptom checkers, which could result in anxiety, unnecessary A&E visits, or delayed diagnosis. Visual or cognitive impairments exacerbate these challenges. Some believe a reliance on AI-driven triage could misdirect patients, especially those who struggle digitally, fueling increased workloads in emergency departments.
So what do NHS policymakers need to do to eradicate these concerns?
Professor Catia Nicodemo, is a central component of the UK’s healthcare plans, offering a digital gateway to various NHS services. To ensure inclusivity alongside innovation, Nicodemo outlines several suggestions for the NHS to consider in the roll-out:
- Retaining Analog Access: Continue offering traditional communication channels -telephone and in-person appointments – ensuring digital doesn’t become the only route
- Investing in Digital Literacy: The NHS must fund and expand partnerships with libraries, community centres, and charities to build real-world support for those struggling with technology
- Inclusive Design: The app should be co-designed with older people, those with disabilities, and underserved communities to ensure accessible interfaces and trust in AI use
- Guaranteed Funding: Digital inclusion efforts must be backed by consistent commitment (Without dedicated funding, efforts risk being superficial)
Conclusion
The NHS App’s transformation into a comprehensive healthcare portal is visionary. Yet, without inclusive design and robust support systems, it risks amplifying existing inequities. As the NHS reinvents itself digitally, policymakers must ensure the most vulnerable are not left behind by plans for the ‘doctor in your pocket’ app but brought along deliberately and effectively.
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