Over the last few weeks, we have been at Heaton Norris medical practice , running community digital support sessions. Each week we see first-hand the life-changing impact that digital skills and confidence can bring.
We had 12 attendees at the last session, with a mix of people looking for support with the NHS App and others wanting to simply understand their smartphones better. The growing numbers show that word is spreading: and each week we have seen new people want to be more digitally confident, and they know they can come to Starting Point for friendly, practical support.
Many of those who attended already had the NHS App downloaded, but struggled to access their records. With the right guidance, and the linkage keys provided by reception staff, we helped them take that final step.
One woman told us her grandson had set up her phone, but instead of showing her how, he just did it for her. She said she often felt left behind. After sitting with her, showing her how to use the app, and explaining our wider digital skills classes, she left feeling more independent and grateful for the time spent.
Another person had been locked out of the app after changing his mobile number. Together, we worked through updating his details with the GP practice and within the app. For him, it wasn’t just about “getting in” , it was about understanding and having the confidence to use the app going forward.
Others needed a bit of extra help filling out proxy forms, making sure they could support loved ones with healthcare access too.
These may seem like small steps — logging into an app, updating a phone number, filling in a form — but for the people we support, they’re often the difference between:
- Managing their own health online, or having to ring the GP.
- Feeling dependent on family members, or feeling confident and independent.
- Getting quick access to prescriptions and test results, or waiting weeks for letters and phone calls.
When people feel confident using digital tools like the NHS App, they are more empowered to take control of their health. And in turn, this helps reduce unnecessary demand on already stretched GP reception teams and phone lines.
But we didn’t just see barriers. One patient turned up after receiving our text message about the session, but not because he needed help. Instead, he wanted to offer his help. He said.
“I know how to use the NHS app, so if I can help people then why not,”
He has now offered to come along to future sessions to support others. This kind of peer-to-peer encouragement is exactly what our Digital Champion volunteering is all about: people helping people.
What we do at Starting Point isn’t just about teaching technology. It’s about:
- Building confidence so people feel less anxious and more independent.
- Reducing health inequalities by helping people access vital services.
- Relieving pressure on GPs so staff can spend more time with patients who really need them.
This is the power of digital inclusion in action: simple, face-to-face support that creates lasting change.
Digital and Health is one of our strategic priorities in our new 5 year strategy report coming out next month. Keep your eyes peeled to find out more.