From paper to push notifications: NHS app set for major expansion

Key Takeaways:

• Digital-by-default shift: The NHS app will become the primary communication tool for millions of patients in England, aiming to streamline messaging and reduce reliance on traditional post.
• Significant cost savings: The government anticipates savings of £200 million over the next three years through the reduction of printed letters and missed appointments.
• Equity in access remains a concern: While the initiative promotes convenience, medical leaders stress that care must be taken to ensure people without access to digital devices are not left behind.
  

Introduction: A Shift Towards Digital Healthcare

The NHS app is set to become the default method of communication for a vastly expanded number of patients in England, under a new government initiative aimed at modernising patient services and reducing unnecessary healthcare spending. As part of a £50 million investment into the digital platform, the Department of Health and Social Care has announced plans to deliver more test results, screening invitations, and appointment reminders directly to patients’ smartphones.

According to the department, the expanded use of the app could save the NHS up to £200 million over the next three years by reducing its reliance on printed letters and manual communications.

Reducing Paper: Towards a More Efficient NHS

Currently, the NHS sends approximately 50 million letters to patients each year. Under the new plan, this number will be significantly reduced, as electronic notifications become the norm for patient communication. Push notifications sent through the NHS app will now be used to remind patients of upcoming appointments, a move intended to help curb the high rate of non-attendance. In 2023/24, the NHS recorded around eight million missed elective care appointments, a figure the government hopes to reduce through more timely digital reminders.

Additional features are in development, including functionality that will allow patients to add appointments directly to their mobile phone calendars and request assistance from their local GP surgeries through the app.

Safeguards for People Without Digital Access

While the shift to digital communication is intended to streamline services, concerns remain around accessibility for people who are not digitally connected. The Department of Health and Social Care stated that individuals unable to access messages via the NHS app—particularly older people—will instead receive text messages. If that is not possible, letters will still be sent as a final measure. It is hoped that these measures will ensure no patient is excluded from critical healthcare information, while also freeing up NHS phone lines for other purposes.

Professor Phil Banfield, Chair of the British Medical Association (BMA) Council, welcomed the drive towards modernisation but warned against overlooking people who are digitally excluded:

“We must guard against creating a situation in which patients who are vulnerable, elderly and possibly without access to digital communication are forgotten and left behind – as they already are in society.”

Engagement with the NHS App Continues to Grow

Figures released by the department reveal strong engagement with the NHS app. More than 11 million people currently log into the app each month, and nearly 20 million users have opted in to receive messages through the platform. In the current financial year, an estimated 270 million messages are expected to be delivered via the app—up 70 million from the previous year.

The NHS app, which was first launched in December 2018, is now in use in 87% of hospitals across England, signifying widespread adoption across secondary care.

Leadership Perspectives: Convenience and Modernisation

Health Secretary Wes Streeting expressed strong support for the expansion, positioning it as a leap forward for digital healthcare:

“Further investment in the app will bring the NHS into the digital age so that being a patient is as convenient as online banking or ordering a takeaway.”
He also noted that shifting away from paper-based communications would free up funding for front-line NHS services.

Rachel Power, Chief Executive of the Patients Association, described the development as:

“A significant step in modernising how patients receive information.”

Next Steps in NHS Digital Strategy

This announcement follows several recent digital innovations announced by NHS England. In January, the government unveiled plans to allow more patients to book treatments and appointments through the app. Last month, it introduced “Amazon-style” prescription tracking, enabling patients to check via the app whether their medications are ready to collect or have been dispatched for delivery.

These developments reflect a broader ambition to empower people to manage their own healthcare more actively, with greater ease and autonomy, while simultaneously improving efficiency across the health service.

Conclusion: A Balancing Act of Innovation and Inclusion

The expansion of the NHS app marks a significant milestone in the UK’s digital health transformation. While the promise of greater convenience, improved attendance rates, and substantial cost savings is clear, ensuring that the move does not disadvantage people without digital access will be critical to the success and equity of this strategy. As the NHS moves forward with its digital-first approach, maintaining an inclusive framework will be essential to ensure that all patients, regardless of technological capability, remain supported and informed.