Case study: Transforming the digital front door to the NHS

The RSM Strategy, Economics and Policy (SEP) Consulting team was recently commissioned by NHS England to conduct primary research with primary care providers to understand their perceptions of NHS National Digital Channels, including the NHS App and NHS.UK website.

What was the aim of the research?

The research aimed to:

• focus on perceptions of the National Digital Channels and their perceived strengths and weaknesses;
• explore the role of the NHS.UK content in providers’ delivery of care; and
• identify the unmet needs of providers and how the NHS App and NHS website can improve its services.

NHS App

The NHS App allows service users to access a range of NHS services, including accessing GP health records, using messaging functions, ordering repeat prescriptions, and managing hospital referrals and appointments. It provides alternative ‘mobile-first’ access to healthcare services, enabling individuals to access and interact with health and care services independently.

This aligns with NHS England’s ‘Long Term Plan’, which aims to provide straightforward digital access to NHS services and help patients and their carers manage their health. As of December 2023, the NHS App has met its target of being downloaded by over 75% of adults in England – three months ahead of its March 2024 target date. The Department of Health and Social Care's (DHSC) 2022 plan for digital health and social care also highlights the importance of the NHS App in facilitating access to NHS services and managing their care.

What did the research find?

The research revealed that the NHS App is perceived as a trusted brand among primary care providers and was the key reason they recommended the NHS App to patients, with functionality and ease of use also identified as enablers. Most integrated care board (ICB) stakeholders stated that their strategy focuses on promoting the NHS App as the ‘front door’ and many practices highlighted that they feel the NHS App will be widely adopted in the future as a single ‘digital front door’. A range of future opportunities for further NHS App development were also identified through this research, including:

• opportunities for the NHS App to better meet provider needs, including raising awareness and support tools such as ‘how to’ materials for staff;
• improvements to existing features, including streamlining appointment bookings and expanding the list of pharmacy offerings; and
• suggestions for additional features, including wider connectivity to services, health records and prescription details.

This research, led by RSM's Consulting Director Steve Hodgson, took place between December 2023 and March 2024. It involved interviews with digital and primary care representatives from ICBs, as well as surveys and follow-up interviews with primary care providers (eg GP practices and pharmacies). This work was supported by Professor Stephen Sutton (University of Cambridge) and Dr Brian McMillan (University of Manchester).