NHS North West London · 25 Mar 2024 – 30 Jun 2024

NHS App Training Pilot

NHS North West London commissioned Ubuntu Pledge to deliver a community-based training programme that helps older adults, deprived communities, and non-native English speakers confidently use the NHS App. The goal was to bridge the digital divide in healthcare, ensuring that everyone can access essential medical services and information.

Project overview

Many people, especially older adults, residents of deprived areas and people with English as a second language, struggle to access healthcare services online. NHS North West London commissioned Ubuntu Pledge to deliver community-based training so residents could confidently use the NHS App to manage their health.

The programme set out to close digital inclusion gaps in healthcare and make sure every part of the community could benefit from the digital tools available to manage health and wellbeing.

What we did

Designed and delivered a targeted NHS App training programme across Brent, RBKC and Westminster over three months.
Partnered with 20 local community organisations so training happened in spaces where people already felt safe and supported.
Ran more than 58 in-person sessions with step-by-step guidance on downloading the app, booking appointments, ordering repeat prescriptions and viewing medical records.
Helped residents past common blockers: forgotten passwords, unfamiliar device settings and worries about privacy and data.
Used real-world examples, translated instructions and printed guides so everyone left with practical skills.

Results

500 participants trained across communities with very different levels of digital literacy

78% of participants felt confident using the NHS App afterwards, up from 15% before

Multilingual resources reached 8 different language groups

Over 20 local organisations engaged to extend the programme's reach

85% of participants said in follow-up surveys that they now use the NHS App regularly

In pictures

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Better outcomes through collaboration. We work with NHS organisations, councils, charities, community organisations, businesses and funders to develop and deliver programmes that create meaningful impact, alongside specialist consulting and professional partners where expertise beyond our own is required.