How libraries can help people use the NHS App

How your library can help people use the NHS App and benefit from online health services. 

Why libraries could support people to use the NHS App

Digital exclusion typically refers to when someone is unable to benefit from online services due to a lack of basic digital skills or affordable internet access. Those experiencing digital exclusion are often in demographics that also face poorer health outcomes.

While traditional routes to the NHS will always remain available, the NHS App offers a simple and secure way to access NHS services online, without having to wait in a phone queue or visit a GP surgery.

Using the app, you can request repeat prescriptions, manage appointments, get trusted health advice and more, at a time convenient to you.

Too often, someone may be excluded from using digital services due to perceptions about their age or ability; they may just need a bit more help to use these services. In the same way services such as banking can be done online, many people want to use the NHS App, but don’t know how to use it or aren’t aware of the benefits it can offer them.

There are different ways you can approach supporting people to use the NHS App, and you don’t have to be tech savvy yourself to help people benefit from online health services in your library.

The NHS have partnered with public libraries as they offer a secure, trusted, warm space where people can get support to use digital health services.

Libraries offer free wi-fi, which those without home wi-fi or mobile data can connect to use the NHS App.

Find out about other ways libraries can help those experiencing digital poverty get connected.

They often provide access to computers, laptops or tablets which can be used to log into the online version of the NHS App through the NHS website.

Libraries are a great setting to host drop in sessions to support those who need extra help to use the NHS App. Sessions can support library users and bring new members of the community interested in online health services through the door. This also helps to reduce pressure on frontline staff and frees up their time for other matters; in the same way the app itself can reduce phone calls to GPs and admin burden on GP staff.

Find out more about the partnership between the NHS and libraries.

If your library is interested in joining the scheme or you want to know more, contact the national NHS Knowledge and Library Services team at [email protected]. By contacting [email protected], you can also receive the latest updates about the partnership.

How the NHS App works

The NHS App helps people to get well, stay well and manage their healthcare.

Find an overview of how the NHS App works:

You can download the NHS App on a smartphone or tablet, or log in on the NHS website to use the same services that are in the app.

This video explains more about the app and how it works.

You need to create an account to use the NHS App, which can also be used on the NHS website and vice versa. Once logged in, you can find trusted health information and locate local NHS services.

To get full access to the NHS App, you need to connect it to your GP surgery. To do this, you need to prove who you are using either a valid photo ID, or by requesting online details from your GP surgery.

You can then view your appointment notes, test results, vaccinations and more.

Note, the services available in the app can depend on your GP surgery.

You can also use the NHS App to manage the healthcare of someone you care for, if you are both registered at the same GP surgery.

This guide walks you through how to help someone set up their NHS App, verify their identity and understand the NHS App's benefits while respecting their privacy.

How my library can get involved

There are different ways your library can approach helping people to use the NHS App; or use the same online services on the NHS website.

You don’t have to be a tech expert or be confident in using online services to get started.

Make sure to email [email protected] to sign up to the partnership or to express your interest if you’re not sure where to start.

Consider one of the following approaches to help people in your library learn about, and use, the NHS App.

Invite a member of the NHS to attend a pre-existing group to discuss the NHS App. This could be a group for parents or carers to show them how they can use the NHS App on behalf of someone they care for, or it could be another interest group that your library runs who may not know about how the NHS App can benefit them.

If you already have a digital group, consider adding the NHS App to your sessions. They can use our resources to help them talk group members through using the NHS App. A NHS staff member may be able to do a session with your team to help them understand how the app works and how they can support people to use it.

Create an NHS App drop in session to help people with the NHS App in collaboration with members of your GP surgery. You can set up an area to host the session and promote it using our toolkit, and the NHS staff member could come along to show people how to set up their app.

Create your own NHS App drop in session using the resources. An NHS staff member may be able to do a session with your team to help them to understand how the NHS app works and how they can support people to use it.

For each option, make sure to have information on connecting to the wi-fi available as you need to be connected to the internet to use the NHS App and the website version. Where possible, also have tablets, computers or laptops ready for people to use.

How to connect with the NHS and your local GP surgery

Reach out to your local GP surgeries by phone, email or visiting in person.

Let them know you’re hosting a session and ask whether a member of the surgery is available to come to the library to run a session, to join a current group you run to talk about the app or to help your team create their own sessions.

Having the support of the NHS locally can really help with the success of the service.  

If no one at your local surgeries is able to support this initiative, contact [email protected] who may be able to help you find your local NHS digital lead.  

Public health teams in local government may also be interested in helping with service delivery; you could consider contacting your local council and public health team. 

How to host an NHS App drop in session

You can host a drop in session at your library to support people to use the NHS App.

Find out how a GP surgery created NHS App sessions by reading our case study.

How to help someone to use the NHS App

This guide walks you through how to help someone set up the app, while respecting their privacy.

You can share walk through videos, which show a step by step of how to use the most popular services in the app.

You can also use these to familiarise yourself with how the app looks, as well as making sure to download the NHS App yourself and try out the online version.

There is a written step by step guide that you can print off.

Technical support

You can find further information about the NHS App and get help with technical issues at https://www.nhs.uk/nhs-app/, or by selecting the Help button at the top right hand corner of the app.

If you are unsure at any point about a question someone has raised about the NHS App, direct them towards their GP surgery.

How to promote an NHS App drop in session

Use the NHS App drop in session promotional toolkit to let people know they can visit your library to get support with the NHS App.

The toolkit contains a poster with a space to put the date, time and location of your drop in session.

The poster can be printed on your local printer in colour, partial colour, or in black and white; or it can be printed professionally.

You can also find a screensaver and message copy to share on your website, newsletters and social media to promote your sessions.

Where to promote drop in sessions

Share posters in your library, local GP waiting room, or other local NHS sites such as walk in centres, and community groups. Add the screensaver to screens around your library and library computers to let people using them know about the session.

Ask your local GP surgery to send a targeted message to their patients to promote the date, time and location of the drop in session.

You can promote the session on your social media and share it to your local Facebook community pages.

Consider letting other local groups know about the session and contacting your local news outlets to encourage more people to attend.

Other tips for promoting the NHS App

You can find promotional materials for the NHS App and its most popular services in the NHS App promotional toolkit. This includes posters, website images, social media images and messages to promote the app.

The general toolkit also contains screensavers and files to send to a professional print shop for a roll up banner and t-shirt.

Other places people can get trusted health advice

Find more trusted websites with useful health information, such as information on health conditions, symptoms and how medicines work, as well as books and digital resources from the national NHS library and knowledge services team. 

Keep up to date with the latest on the NHS App by signing up to our NHS App update.

Last edited: 10 September 2026 3:53 pm