Julie-Ann works for the NHS ICB in Somerset, supporting GP practices to help patients access digital health services. She's seen firsthand how Digital Cafés are helping people across the Somerset.
“GP practices are so busy and the NHS App helps them as patients can use it to order prescriptions, see their medical records, and view their test results, saving time making calls or visits to the surgery. However, we can’t assume everyone is confident using digital services, and we need to meet that need and provide support,” Julie-Ann explains. “Running the NHS App events and the Digital Cafés in partnership with Spark iT is great, as they help people access their healthcare digitally, as well as register for the app, which in turn, helps support our GP practices.”
Between 2023 and 2024 more than 45 NHS App events were run across Somerset, three of which took place in Wellington. The demand was so clear a permanent Digital Café was established in the town. “You can’t underestimate the need. People have to get online, and having someone to help them matters enormously.”
Starting from Basics, Building Confidence
The support goes deeper than just downloading an app. “When people come to an event, we help them register for the NHS App, but to do that, you need an email address, and this is something we are happy to help set up, for those who would like support.
What happens next is transformative. “Once you get people registered on the app, their journey starts. They progress from having little or no knowledge to ‘Oh my goodness, I can order my prescription while watching TV in the evening’ or ‘I can check my medical records.’ You see them change, they’re no longer afraid. It’s amazing to see what the app opens up for them. They no longer need to ring their GP to get access.”
“Once you get people registered on the app, their journey starts…. You see them change, they’re no longer afraid. It’s amazing to see what the app opens up for them. They no longer need to ring their GP to get access.”
The Digital Cafés provide ongoing support after the initial registration and continue to support people to register, helping patients gain confidence and independence. “Someone said to me, ‘I’m so glad you’re doing this.’ It’s the one-on-one, face-to-face contact, just someone to sit down with.”
Measurable impact for NHS services
The numbers tell a compelling story. When NHS Somerset ICB began the NHS App and digital inclusion project in 2023, around 47% of people registered with a GP in Somerset, were registered for the NHS App – below the national average. By the end of 2024, collective efforts from across Somerset’s integrated care system, had helped the figure rise to 55%, around 30,000 additional people registered. Alongside hosting 45 NHS App events across Somerset, the ICB funded Digital Cafes and partnered with libraries, surgeries and communities.
“That’s a significant amount, and it has a ripple effect,” Julie-Ann notes. “For the ICB there were always two objectives, firstly to grow NHS App uptake, and secondly to increase digital inclusion and reduce isolation across the county.”
For GP practices, the impact is immediate and practical. “The Digital Cafés help our practices, as they don’t always have time to support patients with digital access. But GPs and surgery teams can signpost their patients to the Digital Cafés. It’s time-saving and helps to reduce phone calls and queries to practice staff.
“GPs and surgery teams can signpost their patients to the Digital Cafés. It’s time-saving and helps to reduce phone calls and queries to practice staff.”
Understanding Somerset’s challenges
“Here in Somerset, we face many challenges that people who live in London or other large cities may not encounter. We have issues with signal and coverage. It can be very isolating and people get frustrated.”
The Digital Cafés provide more than technical support, they provide comfort and reassurance. “You see people come in and actually watch them gain confidence and also get advice regarding any concerns they may have. There are often things that people are concerned about, such as cyber threats and ‘How safe is my data?’ We understand those concerns, which is another great reason to have the Digital Cafés because it’s a trusted resource.”
Return on investment:
In addition to collective efforts from across Somerset ICS, the Digital Café model contributed to the following:
- 30,000 additional app registrations in Somerset by end of 2024
- 8 percentage point increase in app uptake (47% to 55%)
- Helped to reduce GP phone demand as patients self-serve appointments and prescriptions
- Practice staff time saved by signposting rather than providing one-on-one digital support
- Increased patient independence reducing repeat contacts
- Trusted local support addressing cyber security concerns that might otherwise prevent digital adoption
The Digital Cafés aren’t just helping patients access healthcare, they’re helping to enable the NHS’s digital transformation to work equitably across rural Somerset, reducing demand on overstretched practices while improving patient experience.
To learn more about the Spark iT project and Digital Digital Cafés in Somerset, click here.
