The NHS App, from digital front door to lifelong companion – NHS England Digital

Everyone recognises that the NHS is under significant pressure. 40% of people who go to their GP or to A&E could be effectively served elsewhere. Patients are struggling to navigate the NHS, often presenting at higher acuity care settings, compounding the challenges of demand and delays.

Whilst progress is being made to improve referral to treatment times, currently only 65% of people start treatment within 18 weeks. With preventable illness accounting for 40% of the NHS budget, it is also clear the time has come to take a more proactive approach to helping people stay well.

The NHS App, and digital services more broadly, can play a vital role in relieving the pressure the NHS, and the people it serves, are under. The NHS App is focusing on 3 priority areas:

Streamlining access to unplanned care 

For people: we’re using AI-assisted triage technologies (which will include clinical review) to provide faster access to the right service first time, including providing an appointment if needed.

For the NHS: helping to safely divert and reduce avoidable demand, and increase efficiency.

Making planned care more efficient

For people: one place to manage all appointments, referrals and interactions – putting patients in control.

For the NHS: increase capacity by reducing missed appointments, reducing referral-to-treatment times and waiting lists. Some provider trusts with all NHS App features enabled have seen a 25% lower missed appointment (DNA) rate. Plus saving money on printed letters, postage and SMS messaging.

Reducing future demand

For people: enabling people to control their own health through easier access to services, better understanding health risks and increasing access to prevention, early intervention and early diagnosis.

For the NHS: improving public health, reducing future demand and spend on preventable conditions through screening, vaccination and other preventative health services.