Study recommends digital upskilling of pharmacists to boost use of NHS App

Researchers from the University of Suffolk have recommended a wider digital upskilling programme for community pharmacists in the region, after a pilot project last year increased usage of the NHS App among patients.

The Health Education England-funded pilot across the Suffolk and North East Essex Integrated Care System (now under the NHS Norfolk and Suffolk Integrated Care Board) area aimed to boost both the take-up of patients using the NHS App and increase the use of the expanding range of functions within the app, by training community pharmacists to support patients and utilise patient participation groups.

A study of the pilot has been published by the University of Suffolk’s Institute of Health and Wellbeing on behalf of the Integrated Care Academy partnership of local health organisations.

It reported increased usage by community pharmacists after they had undertaken training, while around half of patients converted from an initial conversation about the app to receiving full support and training on how to use it.

The NHS App helps individuals manage their healthcare on their phones, tablets or computers, by enabling users to access their health records, view and request prescriptions and book GP appointments.

The first strand of the project featured 49 pharmacies across Suffolk and North East Essex enrolled in NHS App training, delivered to around 98 community pharmacy team members and 34 members of patient participation or community groups.

Just 12% of those had used the NHS App prior to the project, with 78% reporting increased usage following the training.
The second element was carried out over a nine-week pilot in the autumn, where 28 pharmacies participated to help support patients to use the app.

In addition, grants were given to 21 patient participation groups and three community organisations – Suffolk Libraries, Suffolk Family Carers and the North Essex Digital Access Support Team – to enable locally-tailored NHS App engagement.

Within the community pharmacy settings, the study recorded 4,012 initial conversations about using the app, with 2,041 supported to download and use it – a 51% conversion rate.

The four pharmacies with the highest number of interventions all had conversion rates above 90%, according to the findings.
The researchers reported that the project had been successful at reaching digitally excluded groups, such as older patients, through a trusted community setting.

It also found a ‘download gap’ – where 50% had downloaded the NHS App before but were not using it before the intervention.

However, a number of challenges were identified, such as poor Wi-Fi and limited time for pharmacists to support patients one-to-one, that had hampered some users from completing their set-up of the app.

It also identified limited reach to some communities such as Gypsy, Roma and Traveller groups, people with disabilities and black, Asian and minority ethnic populations, while a higher proportion of older patients did not wish to use digital health tools.

The Institute of Health and Wellbeing has recommended that a standardised, yet locally flexible training programme should be accessible across libraries, community groups, patient participation groups and pharmacies to boost take-up further.

In addition, time and resources should be provided for follow-up support to help sustain delivery, rather than short pilots.

Professor Valerie Gladwell, Director of the Institute of Health and Wellbeing at the University of Suffolk, said: “The NHS’ 10-year Fit for the Future plan places an emphasis on boosting digital delivery, prevention and community-based care, so ensuring people have access to digital health tools is an essential element in ensuring their healthcare needs are met.

“We know that community pharmacies are trusted spaces for individuals to access health and care advice – particularly among underrepresented communities – and by developing staff at these vital providers to support patients with the app, the system can help support meaningful engagement for patients that will promote ongoing and future usage of the app.”

Lee Doherty, Senior Pharmacist who led on the project for what is now NHS Norfolk and Suffolk Integrated Care Board, said: “The NHS app will continue to evolve rapidly and its functionality expand significantly over the next few years, to position itself as the digital front door of the NHS.

“Co-ordinated and collaborative interventions to increase the digital skill of patients and the workforce supporting them, will be essential to help tackle inequalities.”

To read the full research report, head to the website here.

To find out more about the Institute of Health and Wellbeing, head to this webpage.