PrescQIPP

Closing the Digital Divide: Community‑Led NHS App Adoption to Reduce Health Inequalities

NHS Suffolk and North East Essex ICB

Project summary

A core priority of the NHS 10‑Year Plan is to reduce inequalities in access, experience and outcomes, ensuring digital transformation does not widen existing gaps. This project reduced health inequalities by tackling digital exclusion as a structural barrier to accessing NHS services, medicines and self‑care. 

Local intelligence identified low NHS App uptake alongside a significant “download but not use” gap, particularly affecting older people, carers, rural communities and people with long‑term conditions, all of whom are more likely to experience poorer health outcomes if excluded from digital access.

Following extensive engagement and co-production sessions, an inequalities‑led multi-setting delivery model was implemented across community pharmacies, Patient Participation Groups (PPGs), libraries and voluntary sector organisations. Rather than promoting the NHS App as a digital product, the project focused on raising awareness of the expanding functionality of the app, supporting patients to use it confidently and appropriately, in recognition that meaningful use is what enables improved access and outcomes.

Community pharmacies delivered 4,012 patient conversations, with 2,041 patients receiving direct, hands‑on support to download, register and use the NHS App. Over half of patients supported were aged 65+, a group at high risk of digital and health exclusion. Community‑based delivery further extended reach to carers, rural residents and people requiring accessible, non‑clinical support.

The project directly addressed factors linked to digital poverty, including confidence, skills, access to devices, connectivity and trust. Support was delivered in familiar, trusted settings, enabling personalised, one‑to‑one engagement that reduced anxiety and built confidence.

Outcomes included improved awareness and patient confidence, increased likelihood of NHS App use, and improved access to prescriptions, appointments, individual health records and health information. The project demonstrates that addressing digital inequality can directly reduce health inequalities while empowering patients, supporting prevention, self‑management and system sustainability.