Running one to one sessions to help people use the NHS App

We do quite a bit of promotion on our Facebook page, especially if there's new features or updates to the app that we want to let patients know about. We duplicate these posts to our website.

We've also got posters from the NHS App toolkit up in our waiting room, as well as on different notice boards encouraging people to download the app.

The sessions we run to support patients to use the NHS App have been really helpful to spread the word when a patient has attended our clinic, they tell their friends and family about what the app can do.

When I first set up the sessions, I looked at how many of our patients didn't use any type of online service by using our system reports. I then sent them a bulk message asking if they had ever used the NHS App and if they're interested in trying it, with a link to a form; I set up the form on our website for patients to request one of our morning or afternoon one to one sessions.

I always make sure that I've got all the forms ready in the room if it's likely a patient will need proxy access due to their age.

Before the appointment, I also check their record to see if they already have online services; knowing if someone's got proxy access for the patient or whether they've used an online service previously can be helpful. For example, many patients set up online access during the pandemic and never used it after that; they don’t know the NHS App as anything more than the COVID pass.

I’ve had a couple of patients who have carers or a disability, so will be using the NHS App for first time themselves rather than via proxy access. I try to allow a bit more time for these sessions so that I can properly show them the app in the way that they need to see it.

At the end of a session, I make sure it's all set up, that they can get into every part of the app they're going to need, and tell them to come back if they're unsure or have any problems.

At our most recent PPG meeting, we discussed the sessions and I asked them to have a think about other ways we could advertise in the area. Since we started the sessions, they hadn't actually seen the posts on Facebook, so we added a physical advert in the surgery as well.

I’ve had a few patients who felt they should join the sessions even though they were hesitant to use online health services. I always make sure to say it's completely their choice on how they want to access their records, order medication etc.

I also point out the things they can do in the NHS App without waiting on the phone. For example, our dedicated medicines order line can be difficult to get through to as they're always very busy, something we've had complaints about. I show them how the app gives them another way to request medication.

I remind patients having the app on your phone isn't the only way access services and they can do it on their computer too. For example, I've had a couple of people who wanted to access hospital letters and keep a printed copy  I remind them they go on their computer and print out the parts of their record they would like.

I've been helping people use the NHS App for a while, as I also did at my previous surgery. With experience, I know most of the issues and how to deal them.

It can be as simple as resetting their password, all the way up to having to close and reopen their online NHS account as there’s a link issue. I find its simplest to start with the smallest possible way of resolving something and work up from there.

All patients are different, some want to watch what you're doing, and some want to give you the device to get on with it. Depending on the issue, I will show patients how I resolve it in the session so they can do it too. If it's something that could happen again, I educate them on how to navigate the app and show them the help sections on the NHS website.