Jo Swift, NHS App Ambassador and Social Prescribing Service Manager for Newcastle GP Services talks about how she has worked with GP practices and communities across Newcastle to help people get the most out of the NHS App. What started as a simple offer of support has  rapidly grown into something much bigger, helping to break down barriers and make digital healthcare more accessible for everyone.

When I first joined Newcastle GP Services, I asked practices if they would like help supporting patients with the NHS App. The response was immediate and overwhelmingly positive.

Having bitten my hand off right from the very beginning, there is still a clear and growing appetite to do more. Since then, we’ve developed a joint approach with our research team, delivering a programme of digital and research support sessions in communities across the city.

Since February, we’ve delivered around 40 sessions in GP surgeries, wellbeing hubs and community spaces from food banks to social groups, helping people understand and use the app in ways that suit them.

Going where people are

A big part of our approach is meeting people where they feel comfortable. That might be in their GP practice, but it’s often in community settings where people already gather.

I always say we’d rather go to them – it’s about working with people in a way that suits them best in the places that they already go to.

That has taken us into all kinds of community settings. One of my favourite visits was to a social afternoon with older residents. The youngest was 87, the eldest was 99 and they greeted us not only with a song and a dance but with delicious homemade cakes. It was such a warm welcome and by the end of the session, many of them were confidently using the app to manage prescriptions.

We’ve also supported people at community events like those held for International Women’s Day, and in more informal spaces like wellness centres and food banks – places where people feel relaxed enough to ask questions and learn something new.

These sessions aren’t just about the technology, they’re about connection too. We find that there’s a lot of people who I might be the only person they’ve spoken to that day, which reminds us all of how important that human element is to this work.

Helping people build confidence

Our sessions are hands-on and tailored to individual needs. For some, it’s as simple as downloading the NHS App. For others, it’s troubleshooting access issues or showing how to order prescriptions.

One of the most common questions we’re asked is about accessing records – a lot of people say they can’t see their records, so we show them exactly where to find them.

We also help people navigate NHS login challenges, which can be a barrier to them accessing their health record in the app – especially for older patients who may not have traditional forms of ID. Being connected to GP surgeries means we can help with identity verification in person, which has been really useful for everyone.

There are often small issues to work through too. I’ve worked with patients who couldn’t log in because they were using a partner’s email address, or whose details didn’t match their GP record. Once we talk it through and fix it, there’s usually a moment of relief, even some laughter.

It’s about reassurance as much as anything. People can be quite scared of it, they wonder who else can see their information, so we take the time to explain how secure the NHS App is and build that trust.

Supporting diverse communities

Newcastle is incredibly diverse, and we work with people from many different backgrounds.

Language can sometimes be a barrier. We can help people download the NHS App, but explaining it is harder when English isn’t their first language, so we adapt our approach and work closely with community teams to support people more effectively

We also run sessions with carers and even carry out home visits for people who can’t leave the house, ensuring that support reaches those who need it most.

Making a real difference

What’s been most rewarding is seeing the impact this work has on people’s confidence and independence.

We helped a 93-year-old lady who came in with an iPad, and she absolutely loved it. Not only did she learn how to use the NHS App, but it opened the door to other digital skills such as online shopping too.

There’s something special about seeing that moment it clicks. It’s great to see people looking proud of themselves because they’ve done it and you get a real sense of achievement knowing that it’s the first step to accessing their health information through the NHS App.

We’ve also seen practical benefits, particularly around repeat prescriptions. Patients are telling us how much easier it is, and surgeries are seeing fewer calls – freeing up time for other care.

More than an app

For me, this work is about more than just promoting an app. The NHS App can break down barriers for people, it’s about how you support people to use it.

By continuing to work in partnership with practices and communities, and by staying flexible in our approach, we can make sure no one is left behind as healthcare becomes more digital.

If we can help people access care more easily – and even ‘free up their fridge’ from appointment letters along the way- then we’re definitely heading in the right direction.