Emmanuel Chan is a Clinical Nurse Specialist who works in mental health services for those who are deaf. In this blog, he shares how the NHS App empowers his patients and how he uses his experiences to encourage others to use the app to access NHS services

Powering up during the pandemic

During the COVID-19 pandemic, NHS services had to switch from in-person to digital where possible. This meant I had extra support from the Tees Esk and Wear Valley NHS Foundation Trust (TEWV) to start a project promoting online interventions as part of a digital gateway to care, which included the NHS App.

Some years later, I am sill singing the praises of the NHS App as it has opened up new doors for many people in the community including those that who are deaf, as it gives them new ways to contact their GP, when interpreters are not available to support the interaction.

They can directly manage aspects of their healthcare, such as ordering repeat prescriptions and checking blood test results. They can also receive important messages about their health.

Identifying the benefits of the NHS App

I help my patients to identify the benefits of using the App, as well as other online platforms such as NHS111 video relay services, during my consultations with them. I make sure to reiterate what the NHS App can do to remind patients how they can take control of their care using it.

Our team bring up conversations about the benefits of the NHS App in groups we run, such as a wellbeing group, explaining how to register to the App. We also advise patients on when to update the App and what to do when they receive notifications.

As a specialist, I also include reminders about the NHS App when in contact with carers and families. It’s equally important to work with carers as they are our partners in supporting the patient and could help them to use the App or remind them about it in between visits.

When people ask me, what benefits do your patients get from using the NHS App, I tell them the NHS App is a portal for patients to take control of their care.

I’m a strong believer of focusing on both recovery and wellbeing, which encouraging self-care helps to do. The App provides a more personalised experience; patients can know more about their health care and it makes it easier for carers to be kept in the loop. As the App continues to develop as a channel of communication with patients, I hope in the future there is more opportunity for patients to provide feedback about their progress.

You can read more about the benefits my patients get from using the NHS App in a case study from my patient Paul, who feels more in control and better understands his care by using it.

An ambassador for change

And my work doesn’t stop there – since I became an App Ambassador, uptake of the NHS App among my colleagues is getting better every day. People respond to change at different rates; some are more curious than others about what technologies could help their work and help patients to look after themselves better.

My role is to work with everybody collaboratively to encourage them to make use of technology. I research why people may not use tech and share my findings to ensure equity in digital enablement, which is key as deaf people can often not feel consulted on their experience with digital technology.

This research includes the ‘Deaf Digital Transformation Experience Study’, which informs stakeholders about issues in the abandonment and acceptance of digital and data health technology faced by deaf communities. The study covers topics such as digital confidence and literacy, cyber-safety, reasonable adjustments and the impacts of wider organisational learning and their willingness to adopt. I’m hoping that when we share these findings it will help colleagues better understand how technology can support deaf patients.

Through our Trust’s patient portal co-creation group, I’m hoping to continue to understand the experience of more diverse groups of colleagues and patients, and as a result of these conversations, I hope to get more colleagues interested in embracing technology.

Encouraging uptake of the NHS App

If fellow members of clinical teams are wanting to increase uptake to the App, I would suggest you discuss with their clinical colleagues how it is an advantage to them whenever you can.  This makes sure we are working as a team to get patients on the journey to using technology from the outset, as sometimes clinical colleagues might not see the advantage the App provides them.

It’s also important to get colleagues in secondary care and social care services involved in conversations to share experiences about how the NHS App can benefit them, as it’s not only for GPs and primary care.

Invite people who aren’t interested in tech to talk to you about why. This creates an open dialogue to make sure people don’t feel left behind. Sometimes people are resistant as they fear they’ll be unable to use technology; it’s important we make people feel comfortable with new technologies and give them the confidence to be courageous in using it and curious about how technology can improve their own work.

Emmanuel is an NHS App Ambassador – a scheme specifically mentioned within the 10 Year Plan. If you work for the NHS and you are interested in becoming an NHS App Ambassador  contact england.appambassadors@nhs.net.

For an intro to the NHS App watch this video: