Hilary Stephenson, managing director of human-centred design agency Nexer Digital, explores the potential of the NHS app in improving patient engagement through accessible health records while addressing key concerns around data privacy, usability and inclusivity
CREDIT: This is an edited version of an original article written by Hilary Stephenson
The government’s renewed commitment to making patient health records fully accessible through the NHS app marks a significant change in how people will engage with their healthcare. For patients, especially those managing chronic conditions or disabilities, the promise of having their complete medical history at their fingertips represents a step toward greater transparency, control and proactive health management.
But, expanded access to sensitive health data also raises pressing questions about data privacy, transparency and accessibility.
Why the Patient’s Perspective is Key
Recent research was undertaken to understand public awareness of current data-sharing practices, and perceptions of the benefits and risks of sharing data, particularly among under-represented communities who experience health and digital inequalities. It found that while people are generally open to the potential of data-driven healthcare, they are cautious about how their personal data is handled and want to be more informed.
Transparency around data usage and collection practices is crucial to building and maintaining trust. Despite explanations of security measures, participants in the study expressed scepticism about the NHS’s ability to fully protect data. Therefore, for patients to get fully onboard with their full health records being available on the NHS app, there needs to be clear and accessible communication on data-sharing processes and benefits, showing how patients would experience improved services.
Careful consideration should also be taken on where there should be limitations on data access, for example, with access to children’s data.
Empowering Patients Through Accessible Health Records
The ability to access digital health records on the NHS app enables patients to play a more active role in their healthcare. This can be particularly beneficial for individuals with complex or long-term health conditions who need easy, comprehensive access to their information. For instance, someone managing diabetes, or a heart condition may need to view details of their medication history, test results and doctor’s notes all in one place. Having this information readily available within a single platform minimises common issues like delays, lost paperwork or the hassle of navigating multiple systems.
However, the value of accessibility hinges on the app’s usability. If the design fails to account for varying levels of digital literacy or the physical and cognitive abilities of its users, it may unintentionally exclude those it aims to support. Designing with inclusivity in mind is critical, and the NHS app, as well as any other care record integrations, must ensure that people with limited technological experience, language barriers, or disabilities can fully benefit from these improvements.
Medical records, traditionally tailored for healthcare professionals, often contain technical language that can be challenging for patients to interpret. This not only affects user experience but also raises concerns around patient safety, as misinterpretation of test results or diagnoses could lead to confusion or undue worry.
To address these challenges, adopting a user-centred design approach – one that includes feedback from diverse patient groups – is essential. By prioritising readability and incorporating features like visual aids and multilingual support, the NHS app can ensure records are understandable, reducing potential barriers for a wider range of users.
Addressing Privacy Concerns with Transparency
While the NHS app’s approach to health data accessibility offers practical benefits, it also raises valid privacy concerns. The work highlighted that patients are generally receptive to digital health advancements, but they want clarity and transparency on issues of data ownership and usage. Patients need to know what data is being collected, who can access it and why. Clear communication about data handling practices, particularly around storage, third-party access and data security will go a long way in easing public concerns.
Ethics is another major consideration. Patients want to trust that their data will be used responsibly and ethically, with consent. Giving individuals the right to control or restrict data sharing within their NHS app profile is one way to address this.
By embedding consent features into the app’s design, users can make informed choices about their privacy settings, allowing them to engage with the platform confidently and securely.
Building Trust Through User-centred Design
For digital health services to succeed, they need to be built with the needs and concerns of all users in mind. Patient trust hinges on both transparent communication and ethical data practices. For the NHS app, this means taking a holistic approach to design, involving real users in testing, adapting based on feedback and prioritising inclusivity.
As the NHS continues to modernise, it faces the challenge of balancing open access to information with robust privacy protections. By designing with empathy and transparency, digital health services can empower patients to engage in their care with confidence, making the promise of accessible health data a positive reality for all. The NHS app has the potential not just to deliver on the promise of accessibility but also to set a new standard in patient-centred, trustworthy digital healthcare.
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