The NHS App: What people in Leeds really think
What people in Leeds thought about the NHS app
Published: 8 May 2026
Author: Caitlin Hitchens
As part of the Government's 10-year Health Plan, they are shifting towards digital healthcare with the NHS App described as the "digital front door". To roll this out, the NHS App needs to meet people's needs, services need to make people aware of what they can do on it and how to use it and it needs to work well.
100% Digital Leeds is a local organisation that helps people in communities access online and digital services. They can help teach those who struggle to use technology to be able to manage their health online.
As we found in our 'Keeping Every Door Open: Ensuring access beyond digital in health and care' briefing paper (2025) and our 'Digital Appointment Community Check-in' report (2023), as well as 4 other reports, we consistently know that digital technology and online access to health and care don't work for everyone; therefore, non-digital options must always remain available.
If you require the report in an alternative format, please get in touch. You can request a copy by calling 0113 898 0035, email info@healthwatchleeds.co.uk or text 07717 309 843.
Highlights
Use of the NHS App varies. 68% of respondents have and use the app where as 21% said they do not have it.
There are clear inequalities across demographics such as cultural background, age, people whose first language is not English and those with disabilities.
While many people appreciated its functions, such as viewing their health records and ordering prescriptions, some described frustrations when trying to book appointments, features didn't work, or information was inaccurate.
Services and other digital platforms are not coordinated on the app, making people's healthcare difficult to manage. This with the additional difficulties faced by the log in process and managing multiple accounts for carers made it extra difficult.