“I would worry feedback may prejudice my care” new report raises concerns about rush to rely on digital systems
A new report presents the views and experiences of 1,709 people across 19 Local Healthwatch areas regarding the NHS App and attitudes toward providing feedback about NHS services.
The digitalisation of healthcare has accelerated dramatically in recent years, with the NHS App positioned as a cornerstone of the Government’s vision for a modern, efficient health service.
Launched in 2019 and significantly expanded during the COVID-19 pandemic, the NHS App offers patients the ability to book appointments, order repeat prescriptions, access medical records, and manage various aspects of their healthcare entirely online. This ‘digital-first’ approach has been embedded in policy, with the NHS 10 Year Health Plan emphasising the need to make digital services the primary route of access for healthcare interactions.
Yet the findings in the report 'Local Healthwatch NHS App and Independent Feedback' show that the awareness and use of the NHS App varies widely across ages and communities, with older people and marginalised groups most likely to be digitally excluded.
Confidence in getting help digitally sharply declines with age, and many people prefer human contact and independent routes. The app is mainly used for passive and viewing activities rather than people actively managing their care, and only around half of respondents would use it to give feedback on a health service. Strong preferences for in‑person and non‑digital options highlight the need to maintain and promote accessible routes whilst digital channels are improved.
The findings from this report will be shared and promoted alongside recommendations for healthcare providers and NHS commissioners to ensure that people continue to have a range of options to meet their needs during the ongoing digital transformation.
Policy Guardrails for Patient Voice and Digital Transformation
To ensure that a digital expansion does not compromise independence and equity, the following principles must underpin national and local policy and its implementation.
- Independence – Independent and anonymous feedback must be preserved alongside NHS-led mechanisms, to ensure that people can speak openly without fear or favour.
- Choice – Non-digital pathways (telephone, letters, in-person) must remain permanently available, fairly promoted, and be treated as equal in status and quality to digital alternatives.
- Impartiality – Feedback interpretation should not be controlled by the service provider delivering the care. Separation is vital to protect accountability and ensure fair treatment.
- Transparency – Patients must understand how their feedback is collected, analysed, acted upon, and how any data is stored or shared.
- Integration – Digital tools must enhance, not replace, independent voice, community advocacy, or patient experience channels.
