Report: The NHS App and MyChart - Views of Bromley Residents
NHS App and MyChart. Participants completed a brief survey and were specifically asked about what was working well and what could be improved.
Digital inclusion for NHS patients means “having easy and affordable access to a suitable device with sufficient data and internet connectivity, and the digital skills and health literacy to use them safely and confidently to access NHS services”6.
The project’s aims were to:
- Generate a report detailing the experiences of Bromley residents of using the NHS App and MyChart (a small amount of information was gathered about the NHS website)
- Identify areas of good practice
- Provide opportunities for participants to suggest how these digital services could and should be improved
- Gather participants’ comments on the accessibility of the services
- Make evidence-based recommendations to policymakers and healthcare partners
- Identify any possible knowledge gaps and areas for future research.
We received feedback from 149 participants in total which included:
- 77 reviews about the NHS App
- 66 reviews about MyChart
- 6 reviews about the NHS website.
Key findings
What’s working well?
For many participants, the apps work well and there are useful features to help manage aspects of their healthcare, e.g. appointment reminders.The NHS App was praised for its user friendliness and how it has helped make the process of booking appointments and ordering prescriptions easier for some people.
Respondents who were positive about the MyChart app appreciated the convenience of getting test results e.g. X Rays and consultant letters from the app rather than waiting to receive for a letter in the post.
What could be improved?
Some feedback indicated that patients are unable to understand the test results that they receive, e.g. blood tests and others have difficulty with the size of the text displayed on the NHS App.
Some patients were frustrated after having difficulty logging back into MyChart and were unable to understand how to use the code to do this. Others reported that the apps were too complicated for them to use.
For both apps, some participants were disappointed that they were only able to receive messages but not to reply to them, whilst others said that their preference would be for both apps to be linked so that information is all in one place.
While many participants were positive about the apps, it is important to note that 20% of both men and women were negative or neutral about their digital experience, as were 22% of those who were unemployed and unable to work. Respondents aged 35-44 and 65-74 years were notably more negative and neutral about the apps compared to other age groups at 26% and 30% respectively.
Healthwatch Bromley would like to thank everyone who shared their feedback.To access the full report and see Key Findings and Recommendations, please click on the Download button below.
6. https://www.england.nhs.uk/long-read/supporting-digital-inclusion-in-general-practice-10-top-tips/
Cover photo by SHVETS production
