Making the NHS App Work for Gateshead
When it comes to our health services, accessing unfamiliar technology can sometimes feel like an additional barrier for patients, and here at Digital Voice we want to do something about it.
We were delighted to be commissioned by Gateshead Central South PCN to work closely with 8 Gateshead GP surgeries to help those who need support the most. Together, we have been helping people gain confidence online and learn how to use the NHS App to manage their health more easily and independently by providing support in their usual surgery, making the most of time spent in the waiting room.
Getting more people to use the NHS App is good news for everyone. It doesn’t just make life easier for patients, it also helps take pressure off our busy NHS services. When people use the app to order prescriptions, check test results, or book appointments, it means fewer phone calls and less waiting on the line, giving reception staff more time to work on other important tasks. It also means other cost savings for the NHS, including on reducing spend on text messages and sending paper appointment letters - in 2024 the NHS saved £1 million on text messages through using the NHS App (News: england.nhs.uk 7 May 2024), and in 2025 the NHS spent over £100 million on sending patient letters. Messages sent through the NHS App are free.
By helping patients sign up and feel confident using the NHS App, we can make things simpler for everyone; saving time, reducing stress, and making healthcare more accessible across our community.
From our initial consultations with practice staff, we knew the best way to provide a real impact with their patients was to be there in practice on a regular basis, being able to give plenty of time to support patients. To do this, we set a regular time and day with each practice, and were there with weekly digital support from July to October 2025. We had plenty of patients popping back in for extra help, and even once with a box of ‘Heroes’ to say thanks!
We supported almost 200 people with getting access to the NHS App
Around 50% of the people we supported were under 65
What were people’s biggest barriers to accessing the NHS App?
Case study 1
An 89-year-old patient wanted to use the NHS App but found the buttons difficult to press due to unsteady hands. We supported him to set up full access, including notifications and facial recognition, making it easier for him to log in without typing or navigating small buttons. He left confident and able to manage his health information independently.
Case study 2
A patient who was already using another medical app had not heard of the NHS App. With support, she connected to NHS WiFi, downloaded the app, and logged in easily using her existing NHS login. Her information appeared straight away, making the process straightforward. As English was not her first language, the guidance helped her gain confidence in accessing and using the app for the first time.
Case study 3
An older man had already downloaded the NHS App but was unable to progress past the identity verification stage. This left him frustrated and unable to make use of its features. He is also the main carer for his adult son, so reliable access to both their records was especially important.
We guided him through the process, generated linkage codes, and ensured his account was fully activated. We also set up access for his son, giving him confidence that he could manage both their healthcare needs digitally.
Alongside supporting patients, we’ve provided digital inclusion training for surgery staff to enable them to continue this work in supporting patients into the future, including setting up and sharing digital inclusion devices to use to practically demonstrate how to use the app using a dummy account. This embeds the learning into the practice so that this work continues after we’ve gone.
“I thought that it was really helpful. It will help me on reception, supporting people with the app and getting them on to it.”
- Practice staff
We have loved seeing the impact this work has had on so many patients when leaving our drop in sessions. If you would like to discuss a similar project in your area, get in touch, we’d love to hear from you.