Ease of access to general practice, patient experience and use of the NHS App: an ecological analysis of English data
Author(s)
Type
Journal Article
Abstract
Objective
To assess the relationship between GP experience, phone and website access measures, and NHS App use.
Design
An ecological study using practice-level NHS App usage data between March 2020 and June 2022. GP practice codes were used to link patient-reported experience and ease of access scores from the General Practice Patient Survey to the NHS App data. Practices were grouped into five quintiles based on experience and access measures, and negative binomial regressions were used to estimate Incident Rate Ratios (IRR) comparing NHS App usage across quintiles. Models were adjusted for age, sex, deprivation, ethnicity and long-term healthcare needs.
Setting
General practices across the NHS in England.
Participants
Patients registered at 6386 GP practices in England.
Main Outcomes
Weekly rates of NHS App functions used (registrations, logins, prescriptions ordered, medical record views and appointments booked) per 1000 GP-registered population.
Results
Fully adjusted models found lower NHS App use in practices with the highest patient experience. Registration rates were 3.5% lower in practices with the highest vs. lowest experience scores (IRR 0.96, p < 0.001) and logins were 5.2% lower (IRR 0.95, p < 0.001). Practices with better phone access had 27.0% higher prescription orders (IRR highest vs. lowest = 1.27, p < 0.001), and 57.8% higher appointment bookings (IRR highest vs. lowest = 1.58, p < 0.001). Prescriptions were 7.7% higher in practices with the highest vs. lowest web access scores (IRR 1.08, p < 0.001).
Conclusion
NHS App use was lower in practices with the highest patient experience, but generally higher in practices with better phone and web access. Results highlight the need for coordinated action to improve access and patient satisfaction.
To assess the relationship between GP experience, phone and website access measures, and NHS App use.
Design
An ecological study using practice-level NHS App usage data between March 2020 and June 2022. GP practice codes were used to link patient-reported experience and ease of access scores from the General Practice Patient Survey to the NHS App data. Practices were grouped into five quintiles based on experience and access measures, and negative binomial regressions were used to estimate Incident Rate Ratios (IRR) comparing NHS App usage across quintiles. Models were adjusted for age, sex, deprivation, ethnicity and long-term healthcare needs.
Setting
General practices across the NHS in England.
Participants
Patients registered at 6386 GP practices in England.
Main Outcomes
Weekly rates of NHS App functions used (registrations, logins, prescriptions ordered, medical record views and appointments booked) per 1000 GP-registered population.
Results
Fully adjusted models found lower NHS App use in practices with the highest patient experience. Registration rates were 3.5% lower in practices with the highest vs. lowest experience scores (IRR 0.96, p < 0.001) and logins were 5.2% lower (IRR 0.95, p < 0.001). Practices with better phone access had 27.0% higher prescription orders (IRR highest vs. lowest = 1.27, p < 0.001), and 57.8% higher appointment bookings (IRR highest vs. lowest = 1.58, p < 0.001). Prescriptions were 7.7% higher in practices with the highest vs. lowest web access scores (IRR 1.08, p < 0.001).
Conclusion
NHS App use was lower in practices with the highest patient experience, but generally higher in practices with better phone and web access. Results highlight the need for coordinated action to improve access and patient satisfaction.
Date Issued
2025-12-01
Date Acceptance
2025-10-27
Citation
JRSM Open, 2025, 16 (12), pp.1-16
ISSN
2054-2704
Publisher
SAGE Publishing
Start Page
1
End Page
16
Journal / Book Title
JRSM Open
Volume
16
Issue
12
Copyright Statement
© 2026 The Author(s). s article is distributed under the terms of the Creative Commons Attribution-NonCommercial 4.0 License (https:// creativecommons.org/licenses/by-nc/4.0/) which permits non-commercial use, reproduction and distribution of the work without further permission provided the original work is attributed as specified on the SAGE and Open Access page (https://us.sagepub.com/en-us/nam/open-access-at-sage).
License URL
Identifier
10.1177/20542704251398918
Subjects
telemedicine
health informatics
health policy
patient portal
digital health
Publication Status
Published
Date Publish Online
2026-01-08