As the NHS accelerates its digital transformation, the ambition is clear: the NHS App is set to become the digital front door for healthcare in England.

This vision promises streamlined access to appointments, prescriptions, and clinical advice, with the potential to revolutionise patient experience and system efficiency. Yet, as recent insights reveal, the risk of deepening health inequalities is both real and urgent.

The digital divide: a persistent barrier

According to NHS England’s NHS App dashboard, uptake remains significantly lower in the most deprived communities[1]. Latest national digital inclusion research reports that 2.1 million people in the UK remain entirely offline, and there are 13 million people with low digital skills[2], creating persistent barriers to accessing digital healthcare.

Sponsored and written byVodafone Business (1)

The NHS Long-Term Plan warns that digital-first approaches risk widening existing inequalities without targeted support[3].

These barriers (access, skills, and trust) compound existing health inequalities, leaving those with the greatest health needs least able to benefit from digital-first care.

Key barriers include:

  • Access and connectivity: Many lack suitable devices or affordable data. ID verification and accessibility features can be hurdles for vulnerable groups.
  • Digital skills and literacy: Low digital skills and health literacy mean many patients struggle to register, log in, or navigate the app. NHS staff are not always equipped to coach or support patients.
  • Personal preference and trust: Strong habits of phoning or visiting GP practices persist. Digital services are often seen as impersonal, and concerns about data privacy and clinical safety undermine confidence.

Why this matters for the NHS

The NHS App is central to the government’s 10-Year Health Plan and ambition for a “digital by default” health system. The NHS App is expected to offer AI-driven support, remote consultations, and unified patient records by 2028. A key milestone on this path is the target for 70 per cent of elective appointments to be bookable via the App by the end of 2025[4]. If digital exclusion is not addressed, these advances risk leaving behind those already facing barriers to care.

This is where collaboration becomes critical. Industry partners such as Vodafone have a unique role to play in supporting the NHS’s digital ambitions. Our £11bn investment to build a 5G-standalone network that will reach all corners of the UK, along with our expertise in digital enablement, positions us to support efforts to reduce infrastructure and access barriers – helping more patients benefit from digital healthcare. By working alongside NHS leaders and policymakers, we can collectively help address the digital divide and make inclusion a cornerstone of transformation.

A call to action for leaders and policymakers

Tackling health inequalities in the digital age requires urgent, coordinated action from NHS leaders, policymakers, and system partners. Digital inclusion must become a national priority, ensuring that every patient, regardless of background or circumstance, can access the benefits of digital healthcare.

This means:

  • Recognising the scale and complexity of the digital divide
  • Listening to the experiences of excluded communities
  • Building trust and confidence in digital health tools
  • Supporting patients and staff with the skills and resources they need

The journey to a truly inclusive digital NHS is just beginning. By shining a light on the barriers and making digital inclusion a central focus, we are working with the NHS to help ensure that technology becomes a force for equity – not division – in UK healthcare.

Let’s work together to close the digital divide and tackle health inequalities – so that every patient, anywhere, can access the care they need.

References

[1] BMJ. Uptake and adoption of the NHS App in England: an observational study. Available at: https://bjgp.org/content/73/737/e932

[2] Lloyds Bank. (2023). Consumer Digital Index 2023. Available at: Lloyds Bank 2023 Consumer Digital Index

[3] NHS England. (2019). The NHS Long Term Plan. https://www.longtermplan.nhs.uk/

[4] NHS England. NHS App Strategy Update. https://digital.nhs.uk/services/nhs-app

Paul Taylor, head of Public Sector, VodafoneThreeView full Profile

Topics