Research findings from Healthwatch Southend | January 2026
About this research
Healthwatch Southend surveyed 95 local residents to understand how people use the NHS App and any barriers they face. Whilst the NHS is encouraging more patients to use the app to access information and services, Healthwatch Southend wanted to understand the experiences of those who might be unable to use it due to cost, disability, or lack of digital skills.
Key statistics
- 78% of respondents use the NHS App
- 77% found it easy or very easy to use
- 82% would recommend it to family or friends
- 70% knew they could also use a tablet or computer
Key findings
High satisfaction among users: Most people who use the app found it straightforward and would recommend it to others. The main uses were ordering prescriptions (52 people), viewing medical records (42), and getting test results (39).
Lower uptake for some features: Fewer people used the app for booking appointments (27) or getting health information (15). Only 5 people used it to manage organ donation choices.
Digital disadvantage exists: Based on Ofcom research, around 9,000 Southend residents may have no internet access. Some users need significant digital skills – Community Connectors with chronic obstructive pulmonary disease scored just 10-14 points on digital skills assessment, against the 28 points needed to use all app features.
Reasons for not using it: Non-users mainly preferred to call or visit in person. Some didn’t know about the app, whilst a few had concerns about data security or found it didn’t work on their phone.
Communication barriers: All respondents who answered could understand, speak, read and write English well or very well, suggesting the survey may not have reached people whose first language isn’t English.
What people told us
The positives
Most users found the app met their needs for basic tasks like prescription ordering and viewing records.
I think it’s pretty good as it is
Patient quote
The frustrations
Common concerns included:
- Difficulty accessing children’s records through proxy access
- Problems with sign-in
- Lack of integration with other NHS apps and hospital systems
- Preference for speaking to a person for complex health concerns
- Discovering appointments they hadn’t been told about
Hospital records could be linked properly so I become one person with one number not a different number at each hospital I attend with different records, none of which I can access. I attend 5 different hospitals and it’s very frustrating
Patient quote
My infant son’s profile is visible from mine, but it doesn’t show any of his medical history or test results. It would be useful if it did.
Patient quote
It is very difficult to put your problem in words on the app rather than speaking to a human.
Patient quote
Finding I’ve got hospital appointments I knew nothing about
Patient quote
Digital disadvantage: the scale of the challenge
Ofcom research highlights significant barriers:
- 5% of the population have no internet access (potentially 9,000 Southend residents)
- 8% of internet users don’t feel confident online
- Many users connect via 2G or 3G, meaning slower downloads
- 18% of internet users only go online via smartphone, and 27% of these feel disadvantaged
Community Connector insight: Working with residents living with chronic obstructive pulmonary disease, Healthwatch Southend found participants scored just 10-14 points on digital skills assessment, against 28 points needed for full app use.
One participant said: “I was very surprised to hear how many skills you need to use the NHS app, no wonder I struggle”
Recommendations for the ICB
To raise with NHS England
Improve integration: The NHS should consider how to link other health service apps or platforms (like Patient Knows Best or Swiftqueue) to help patients access more information in one place.
For the ICB as local commissioner
Appointment information: Provide more information about how to request GP appointments via the NHS App.
Maintain choice: Continue to remind patients they can still book appointments by visiting their GP surgery in person or by phone, as well as using the NHS App or online platforms.
Promote features: Highlight the range of functions available to users of the app, giving assurances about the reliability of health advice in particular.
Support parents and carers: Provide more information about the ability to access a child’s or young person’s records (proxy access) and how this is done. This could also apply to unpaid carers. The ICB might also consider how to engage young people so they understand their rights in terms of having their own accounts.
Address language barriers: Whilst the app cannot be translated into other languages on a mobile phone, the website can be translated on tablets and computers. The ICB should raise awareness of this route amongst residents whose first language isn’t English.
Reduce pressure on phone lines: Promote the ability to manage appointments via the NHS App for those who can do so, addressing frustration about telephones not being answered when people wish to cancel or change appointments.
About the survey
Healthwatch Southend collected responses through online and paper surveys, including at events like the Feel Good Festival and a meeting of the Southend and District Pensioners Campaign. The survey was promoted via their website, social media, and SAVS weekly bulletin.
Who responded: 95 people. The majority were female (75%), aged 25-49 or 50-64, and white (87.1%). Just 11% had a disability, impairment or sensory loss that could make accessing information challenging. All respondents who answered could understand, speak, read and write English well or very well.
View the full report on the Healthwatch Southend website