Most people in Bolton who use the NHS App find it easy and convenient, but significant barriers remain for those with visual impairments, hearing loss or long-term conditions, a new Healthwatch Bolton report has revealed. The findings, drawn from a survey of 71 local residents, have been handed to the Department of Health and Social Care to shape the Government’s plan to make the app a digital front door for the NHS by 2028.
Nine in ten respondents had used the NHS App, mostly to view medical records, check test results and order repeat prescriptions. Among users, 84% rated it easy to use and 82% felt confident navigating the platform. But the report also lays bare the frustrations of people whose GP surgeries have switched off key functions, leaving them unable to book appointments or see results. Cancer patients, in particular, highlighted that hospital scan results from The Christie were missing from the app, undermining trust in the system at a critical time.
The feedback gathered from 41 residents who shared detailed comments points to everyday hurdles that risk shutting people out. Poor eyesight made it impossible for some to use the app, while others called for British Sign Language support and plain-English explanations of medical jargon. Older users and those with neurodiverse conditions said they needed in-person help, and more than half of all participants wanted tutorials or guides to build their confidence. The report’s five recommendations urge full data integration across all NHS services, mandatory accessibility features, better usability, continued investment in human support and a firm promise that non-digital routes to care will always remain available.
The report was handed to Dr Zubir Ahmed MP, the minister for health innovation, as part of a national consultation that closed on 9 March 2026. It is one of 53 written responses submitted by local Healthwatch branches across England, directly informing the Secretary of State’s decision on establishing the new NHS Online Trust. The findings make clear that while seven in ten respondents had used the app to view their medical records and two in three for test results, incomplete information and accessibility gaps risk turning the promised digital front door into a locked one for the very patients the NHS most needs to reach.
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