NHS App and Independent Feedback Report: Lambeth Findings

As the NHS shifts from analogue to digital as set out in the 10 Year Plan, the NHS App will become the first point of contact for patients to manage their healthcare and give feedback about services.

In response to the Plan and the move to digital services, 19 local Healthwatch across England undertook a survey to find out more about people’s views on the NHS App and the barriers to using it. The results will be shared with the people who design the NHS App, with recommendations on how information is provided and how it can be made easier to use by all. 

This report summarises the experiences of Lambeth residents. The national results will be published by Local Healthwatch later in 2026.

Main findings

Awareness and use of the NHS App

Most respondents were aware of and used the NHS App for its core functions, primarily ordering repeat prescriptions and viewing their health record. 

However, respondents identified practical barriers that affected the functionality of the app. These included poor ease of use, inconsistent access to features, incomplete or inaccurate health records, and incompatibility with other health and care apps.

Use of other health and care apps

Most respondents used other apps to help manage their care, with half using MyChart, a patient record app used by our local hospitals. 

A quarter of respondents expressed their frustration at the number of apps used by different services and the lack of compatibility between them.

Using the NHS App to give feedback about services

Despite these issues, respondents were open to using the NHS App to share feedback and access information about health and care, so long as concerns over confidentiality, ease of use, and service responsiveness were addressed. 

Improving these and the above issues would increase usage of the app as the first point of contact for patients to manage their healthcare and give feedback about services.

You can download and read the full report below.