Nuneaton and Bedworth PCN, in partnership with Coventry and Warwickshire Integrated Primary Care, has delivered targeted support for patients at risk of digital exclusion. Their work has seen the NHS App uptake rise from 55% to 77%. Bradley Hough and Rebecca Cuttiford from Nuneaton and Bedworth PCN and Nicoleta Turcan from Integrated Primary Care explain more.
The NHS is increasingly focusing on digital-first patient communication, with the 10-Year Health Plan aiming to drive more patient engagement via the NHS App. Though this is positive for many patients, there is a risk that others will be left behind if they lack the skills, confidence, access or technology needed to use the app.
Digital exclusion can exacerbate health inequalities. Older people, those in socio-economically disadvantaged groups, and people who are less fluent in English are among those most likely to be affected.
Of the 33 areas of deprivation identified in Warwickshire, 17 are covered by Nuneaton and Bedworth PCN. And in March 2024, just 55% of Nuneaton and Bedworth PCN patients had registered to use the NHS App, compared to the national average of 60%.
So, together with our partner Integrated Primary Care (IPC), which is run by the four Coventry and Warwickshire GP federations, we set out to address this.
Aim
Our goal was to empower as many patients as possible to manage their healthcare digitally. This would give patients more control over their healthcare and, at the same time, help to reduce avoidable demand on practice reception teams.
As part of a wider programme to support digital inclusion, we developed a community-based programme designed to:
- Raise awareness of the NHS App and the benefits it offers to patients
- Provide practical support to help patients download and register for the app
- Enable patients to access and navigate core NHS App services, including ordering repeat medications and viewing test results
- Improve patient confidence in using digital health tools
We began by identifying the patients most at risk of digital exclusion to help us understand which communities needed the most support and where to locate sessions for maximum effectiveness. This included patients with low levels of digital confidence, limited access to compatible devices, language barriers and/or disabilities.
Approach
In February 2024, we designed a series of tailored NHS App drop-in sessions, delivered over 12 months, for patients who face digital barriers or require face‑to‑face reassurance when using online healthcare tools. These face-to-face sessions were key to understanding the barriers patients faced and providing the right support in the right way.
We were also proactive about community outreach. PCN staff proactively contacted patients in the target cohort to book appointments through the PCN Hub or inform them about drop-in support sessions, ensuring flexible access for those who needed help.
The PCN then began working closely with local libraries to provide training for library staff and arranged several drop-in sessions at Nuneaton and Bedworth libraries and other community spaces to support local people’s access to NHS services online.
These sessions were delivered in partnership with the digital champions – a service funded by Coventry and Warwickshire ICB and delivered by IPC. The PCN chose these venues because they are familiar environments where patients are likely to feel more comfortable seeking support to use digital health tools. Libraries also offer access to computers for those who may not be able to access the internet at home or from a smartphone.
We developed additional support materials to cover some of the most common queries received by practice reception teams to minimise the risk of generating additional demand on practices.
We also embarked on workplace engagement. We arranged to attend Greencore, a large local employer, to offer NHS App support on site, enabling us to help those unable to access support due to work restrictions.
And, mindful of the different communities living and working in Nuneaton and Bedworth, we developed step-by-step visual instructions in several languages to maximise accessibility and reach.
We enhanced the support materials further by creating bespoke versions for people with visual impairments or learning disabilities, with input from local specialists.
Outcomes
Community outreach at libraries saw more than 165 patients receive one-to-one support in using the NHS App. We supported a further 50 people at the employer engagement event. The support provided included:
- NHS App setup and verification
- Understanding different levels of app access
- Navigating key functions of the app
- Troubleshooting common issues such as forgotten login details or verification errors
Since February 2024 there has been a 22% increase in NHS App registration and use across Nuneaton and Bedworth member practices with uptake now at 77%. Patient numbers using online consultation to book an appointment or to contact the practices online have increased by 80% (from 4,635 to 8,349 admin and medical requests) between February 2024 and January 2026.
For patients who did not have a compatible device, we supported them in registering for and using the website version and explained the importance of securely logging off when using shared computers.
We have created step-by-step guides in 12 languages tailored to local needs. The version for people with visual impairments has been adopted by the Local Optical Committee and shared with its members as an example of best practice.
Throughout the delivery phase, the PCN coordinated the programme, working with practices to ensure the right patients were approached. Meanwhile, the digital champions provided practical, on‑site support to help patients build confidence and overcome digital barriers.
Future
Together, this collaboration created meaningful opportunities for patients to engage with digital health tools and take an important step towards managing their care more independently.
As a next step, the digital champions will offer virtual NHS App sessions to support more patients in Nuneaton and Bedworth – those who are digitally enabled but unable to attend face‑to‑face digital support sessions due to work or other commitments. By encouraging fuller use of the NHS App, we aim to make GP services such as repeat prescriptions and appointment bookings more accessible to those with less flexibility.
This work is part of a wider series of NHS App uptake initiatives taking place across Coventry and Warwickshire, including community-wide engagement support in partnership with Patient Participation Groups.
The impact of each initiative is being strengthened through shared learning events, helping PCNs across Coventry and Warwickshire benefit from similar programmes.
A version of this story first appeared on our sister title Pulse PCN.
