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The NHS App

In August 2024, NHS Kent and Medway carried out a survey to learn more about how people use the NHS App and what they thought about it. A total of 1,563 people completed the online questions.

Here's what we learned...


Most people want the app to be:

Reliable and easy to use - it should work without issues, especially with logging in and finding information.

Better for appointments - people want to book GP and hospital appointments directly in the app and reschedule, if needed.

More informative - users would like to see their full medical history, including test results and hospital records, in one place.

Able to send messages to GPs - people want to send secure messages to their GP to ask questions without needing an appointment.

Clear about data privacy - users want to know how their data is kept safe and be able to control who sees it.

Supportive for all users - people who find technology tricky want more help, like easy guides and tutorials.


Key improvements people asked for:

Better appointment booking - all GP practices should allow appointment booking on the app, with options for rescheduling.

Full medical history access - include hospital and test records so users can see all their health information.

Two-way communication with GPs - allow secure messaging so users can talk to their GP without needing an in-person visit.

Clear data privacy options - make it easy for users to control who can see their health information.

Support for non-tech users - provide in-app tutorials and staff support for those who need help using the app.


What’s next:

The findings of the survey have been shared with NHS Kent and Medway’s Primary Care Transformation Team. The results have given them clearer insights into what residents use the app for and how they want it to develop in the future. The project team will continue to work with Kent and Medway GPs to explore the app’s functionality and how it can support patients to manage their health.

  • Starting in November, volunteers at Kent Libraries can signpost people to library IT buddies who can help residents navigate the NHS app and other online health services. This partnership aims to support those who need help with digital health tools.


In August 2024, NHS Kent and Medway carried out a survey to learn more about how people use the NHS App and what they thought about it. A total of 1,563 people completed the online questions.

Here's what we learned...


Most people want the app to be:

Reliable and easy to use - it should work without issues, especially with logging in and finding information.

Better for appointments - people want to book GP and hospital appointments directly in the app and reschedule, if needed.

More informative - users would like to see their full medical history, including test results and hospital records, in one place.

Able to send messages to GPs - people want to send secure messages to their GP to ask questions without needing an appointment.

Clear about data privacy - users want to know how their data is kept safe and be able to control who sees it.

Supportive for all users - people who find technology tricky want more help, like easy guides and tutorials.


Key improvements people asked for:

Better appointment booking - all GP practices should allow appointment booking on the app, with options for rescheduling.

Full medical history access - include hospital and test records so users can see all their health information.

Two-way communication with GPs - allow secure messaging so users can talk to their GP without needing an in-person visit.

Clear data privacy options - make it easy for users to control who can see their health information.

Support for non-tech users - provide in-app tutorials and staff support for those who need help using the app.


What’s next:

The findings of the survey have been shared with NHS Kent and Medway’s Primary Care Transformation Team. The results have given them clearer insights into what residents use the app for and how they want it to develop in the future. The project team will continue to work with Kent and Medway GPs to explore the app’s functionality and how it can support patients to manage their health.

  • Starting in November, volunteers at Kent Libraries can signpost people to library IT buddies who can help residents navigate the NHS app and other online health services. This partnership aims to support those who need help with digital health tools.