Developing a practical approach to NHS App adoption

Objective and discovery

The PCN Clinical Director asked me to lead NHS App adoption work because management capacity was limited. I first investigated what patients could actually access and which benefits would make the app useful.

I independently identified and approached hospital programme contacts and the ICB primary care lead. Hospital discussions revealed differences in planned capabilities and availability across hospitals serving the local population. I kept inconsistent hospital functionality out of the core presentation to avoid confusing patients.

The ICB discussion informed my understanding of reporting, registration and access settings. Registration was treated separately from active use and notifications. The approach focused on practical primary care benefits.

Design and collaboration

Building on the Clinical Director’s suggestion to include health services, I developed an engagement format combining long-term-condition talks, community organisations, health activities and NHS App assistance.

I brought together practice and PCN colleagues, PPG members, volunteers, community organisations and venue representatives. Work included securing two venue spaces, developing layouts, coordinating contributors and identifying practical requirements and resource gaps.

The Clinical Director and practice retained responsibility for clinical provision and patient selection. Planning documents, task allocations and regular discussions clarified the contributions needed from each group.

Content and inclusion

I developed the NHS App presentation, Q&A, visual patient instructions and volunteer guidance, covering practical benefits, setup, practice selection and notifications. Videos and QR-linked resources supported people with limited digital confidence. I sought ICB review and revised content in response.

I also considered patients without a suitable device or internet access. After observing another PCN’s event, I recommended a tablet away from reception as an additional support option. Exhibitor information, programme materials and feedback arrangements supported delivery.

Outputs and current position

The work produced a coordinated engagement approach, reusable patient and volunteer resources and practical delivery arrangements. Discovery, partner coordination, support and feedback provided a basis for adaptation by other practices.

At this review, the event remained in preparation. Delivery, adoption and active-use outcomes are still to be assessed. The materials are designed for reuse by other practices.