August 18, 2026
Case study – “Very straightforward, simple to use and to navigate.” Adopting the NHS App amongst community partners
Alan, a 56-year-old long-term volunteer at the North Somerset Training Hub (NST Hub), has supported digital skills classes for more than four years and has strong technology skills. He also manages his own health conditions that need ongoing specialist appointments and treatments, including repeat prescriptions.
Despite his needs and digital competency, Alan hadn’t used the NHS App before, as he didn’t see a need for it nor did he understand the benefits the app can bring. He managed his care through other digital channels, where he communicated with his doctors and tracked his medications.
In May 2026, as part of NST Hub’s initiative to promote NHS App adoption, Alan downloaded and set up the app. He noted that there was some difficulty in set up, especially with providing photographic ID and completing the security sections, and felt this might prove especially difficult for those who aren’t as digitally savvy, or lack photo ID.
However, when the app’s security clearance was approved, Alan’s perspective shifted. He said:
“Once I was able to access the app it was all very straightforward. The test results and consultation part are very informative and easy to use. The NHS App overall is very straightforward, simple to use, and to navigate.”
Alan was able to review his test results in an easy-to-read format and access his full medical history and ongoing diagnoses, giving him a clear, consolidated view of his health. He confirmed he will continue using the NHS App to manage his healthcare moving forward.
Despite being digitally savvy, Alan encountered problems with the setup of the app, highlighting that digitally literate patients can be deterred by a lack of clear, upfront value. However, as a volunteer at NST Hub, Alan is in a great position to help others with these security barriers, streamlining the process to help patients get onto the app quicker.
More benefits of using the NHS App:
- Book and manage appointments
- Better communication between patients and healthcare providers
- Order repeat prescriptions easily
- View and manage health records in one place
- Access to health information and resources.
Case study – “Very straightforward, simple to use and to navigate.” Adopting the NHS App amongst community partners
