NHS App upgrades planned to help cut elective care waiting lists

The government has announced plans to upgrade the NHS App to enable patients to choose providers, book appointments in more settings and receive test results, as part of its elective reform plan to reduce waiting times to 18 weeks. 

After the planned upgrades, patients requiring non-emergency elective treatment will be able to view and manage appointments at a time and place that is convenient to them, with the aim of reducing the number of missed appointments. In 2023/2024, there were eight million missed appointments in elective care.

Patients will also be able to choose from a range of providers, including some in the independent sector, and book diagnostic tests through the app at convenient locations, such as Community Diagnostic Centres (CDCs) in shopping centres.

Wes Streeting, health secretary, said: “Our plan will reform the NHS, so patients are fully informed every step of the way through their care, they are given proper choice to go to a different provider for a shorter wait and put in control of their own healthcare.”

Patients will also be able to receive test results through the app before choosing the next step. Currently the NHS lags behind in digital communications, with just 8% of bookings after a referral being made via the NHS App or the Manage Your Referral website. The government is aiming to drive up this figure by making the NHS App and Manage Your Referral site the default route for patients to choose their provider or decide not to make that choice themselves.

It is expected that by March 2025, patients at more than 85% of acute trusts will be able to view appointment information via the app.

Amanda Pritchard, chief executive of NHS England, said that the plans will “fully harness the potential of the NHS App, giving patients more information, choice and control over their care”.

“Using technology to revolutionise access to NHS care, alongside offering more availability of tests, check and scans closer to people’s homes will help us tackle waiting times and put patients in the driving seat of elective care,” she added.

Commenting on the plans, Tim Gardner, assistant director of policy at the Health Foundation, said: “The focus on personalisation and improving patient experience is welcome, but measures such as making greater use of the NHS App to expand patient choice and increasing use of the private sector, need to be managed carefully so they don’t further widen inequalities.”

The government also said that work is underway to pilot AI services that identify patients more likely to miss appointments and provide support, such as free transport, to those most in need.

Tom Whicher, chief executive and cofounder of DrDoctor, said he was “ hugely supportive” of the plans.

“Our data shows that 28% of patients would find it easier to attend their appointment by being able to rearrange it online, and 25% by being able to move their appointment to a more convenient date or time – then that’s a really smart fix to shrinking the waitlist and reducing Do Not Attends,” he said.