Review Insights · App Store
NHS App
NHS Digital · 72 ratings · ★ 2.7
2.7
★★★★★
72 ratings
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Top complaints - extracted from 15 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"number"
5 negative reviews mention this · 33% of all complaints
★★★★★ "Useless app. This app is absolutely pathetic. If you click (while logged in) on “make an appointment,” it says “there are no appointments available, please contact your GP.” Ok, not great, but fair enough, so you’d think that they would provide the tel…" - Alongnicknamebecauseallthenick
2
"appointment"
4 negative reviews mention this · 27% of all complaints
★★★★★ "Useless app. This app is absolutely pathetic. If you click (while logged in) on “make an appointment,” it says “there are no appointments available, please contact your GP.” Ok, not great, but fair enough, so you’d think that they would provide the tel…" - Alongnicknamebecauseallthenick
3
"appointments"
4 negative reviews mention this · 27% of all complaints
★★★★★ "Useless app. This app is absolutely pathetic. If you click (while logged in) on “make an appointment,” it says “there are no appointments available, please contact your GP.” Ok, not great, but fair enough, so you’d think that they would provide the tel…" - Alongnicknamebecauseallthenick
4
"longer"
4 negative reviews mention this · 27% of all complaints
★★★★★ "Unusable. This app is essentially unusable. First, the login process is like seven steps and twenty clicks - it could be streamlined so much. Once you do finally log in, the functionality changes seemingly every week or so. Sometimes I can make an a…" - dlys14
5
"useless"
3 negative reviews mention this · 20% of all complaints
★★★★★ "Useless app. This app is absolutely pathetic. If you click (while logged in) on “make an appointment,” it says “there are no appointments available, please contact your GP.” Ok, not great, but fair enough, so you’d think that they would provide the tel…" - Alongnicknamebecauseallthenick
6
"information"
3 negative reviews mention this · 20% of all complaints
★★★★★ "Useless app. This app is absolutely pathetic. If you click (while logged in) on “make an appointment,” it says “there are no appointments available, please contact your GP.” Ok, not great, but fair enough, so you’d think that they would provide the tel…" - Alongnicknamebecauseallthenick
7
"phone"
3 negative reviews mention this · 20% of all complaints
★★★★★ "Useless app. This app is absolutely pathetic. If you click (while logged in) on “make an appointment,” it says “there are no appointments available, please contact your GP.” Ok, not great, but fair enough, so you’d think that they would provide the tel…" - Alongnicknamebecauseallthenick
8
"pass"
3 negative reviews mention this · 20% of all complaints
★★★★★ "Useless app. This app is absolutely pathetic. If you click (while logged in) on “make an appointment,” it says “there are no appointments available, please contact your GP.” Ok, not great, but fair enough, so you’d think that they would provide the tel…" - Alongnicknamebecauseallthenick
9
"until"
3 negative reviews mention this · 20% of all complaints
★★★★★ "Does not sync to your practice. Until September 2022, my test results and prescriptions would sync to the app but since then it will not work despite multiple deletions and reconnections. My practice says this is the fault of the app and not them" - Moroccogirl
10
"access"
3 negative reviews mention this · 20% of all complaints
★★★★★ "Awful. Nobody actually reads the messages you send them. No longer registered to a GP. Am in need of my medical history for my VISA - can’t gain access because my last name is not correct and hasn’t been for over 10+ years. Nobody reading emails s…" - CharliHB
11
"covid"
3 negative reviews mention this · 20% of all complaints
★★★★★ "Cannot log in abroad. Any ideas how to get around this? Can’t log in to access my digital COVID pass. Updated all log ins and the app, can’t find any info anywhere" - did ghjdidb
12
"example"
3 negative reviews mention this · 20% of all complaints
★★★★★ "Ridiculous app!. This is an example of how an app should NOT be designed. Every time - even though I already have a registration - the app requires my full name, post code, date of birth, passport copy and recording of a video where I say a number. This a…" - Guiga3563
📋 All 15 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Useless app
This app is absolutely pathetic. If you click (while logged in) on “make an appointment,” it says “there are no appointments available, please contact your GP.” Ok, not great, but fair enough, so you’d think that they would provide the telephone number to contact your GP… nope. If you navigate over to your GP information, guess what? No phone number! The app says “ask a question to your GP”! So you click on that and it brings up a long disclaimer screen saying they are going to pass along all your private information to a third party! Come on, guys! You can a lot better than this! Online appointments save everyone time and save the NHS money. Having this app adds no value over walking over to your GP and queueing whenever you need anything.
Unusable
This app is essentially unusable. First, the login process is like seven steps and twenty clicks - it could be streamlined so much. Once you do finally log in, the functionality changes seemingly every week or so. Sometimes I can make an appointment at my GP surgery online. Sometimes that option no longer exists. Sometimes the drop down only allows you to make an appt for a blood test or phone appt. Sometimes those options disappear. Sometimes I’m seemingly assigned to a GP surgery I’ve never heard of that seems to be the first in the alphabetical list of GP surgeries.
The app also constantly bounces you out to other apps. So if I can’t see letters, see info on appointments, schedule appointments, send messages…I don’t know what this app is for. It is essentially useless.
The app also constantly bounces you out to other apps. So if I can’t see letters, see info on appointments, schedule appointments, send messages…I don’t know what this app is for. It is essentially useless.
Does not sync to your practice
Until September 2022, my test results and prescriptions would sync to the app but since then it will not work despite multiple deletions and reconnections. My practice says this is the fault of the app and not them
Awful
Nobody actually reads the messages you send them. No longer registered to a GP. Am in need of my medical history for my VISA - can’t gain access because my last name is not correct and hasn’t been for over 10+ years. Nobody reading emails so what’s the point? Useless app.
Ridiculous app!
This is an example of how an app should NOT be designed. Every time - even though I already have a registration - the app requires my full name, post code, date of birth, passport copy and recording of a video where I say a number. This app is a public health disaster.
Frustrating
This is a terrible app. For people overseas who need to get Covid documentation for travel, and who no longer have the SIM card they previously used it takes a full 24 hours to recognize the new number. You get into an infinite loop of being unable to access YOUR medical information. Very stressful.
Terrible design
The app hops from in-app use to its website, and has countless errors, and makes it impossible to contact the support team. I’ve tried over and over to book an appointment for submitting the vaccine I received abroad (why on Earth I can’t just upload a photo of it for verification is beyond my comprehension, my guess is these pencil-pushers didn’t consider that possibility), but it always says I can’t because I have other appointments booked. I checked, and I have no appointments booked. Why can’t I just book for a booster? Why do they make it so difficult? Do they want people to get the booster or not?
Latest update crashes Apple wallet export
With the latest update I am no longer able to export my COVID pass to Apple wallet.
Bugs and awful UX
An app used by millions of people is so poorly tested and designed. Endless loops, multiple logins, poor UX, poor decisions made about how it handles data. One example, you can’t scan the QR code on a LFD either straight into the form by taking a photo of the result (how hard would that be), or even copy and pasting from the code the iOS camera gives you. Instead you have to try and type a tiny code that I struggle to read with perfect vision, and you have to do that twice. Honestly whoever designed this, isn’t using it. And then there is the screen that tells me I can’t book an appointment to fix my data, and the screen that then tells me I don’t have any appointments.
Whoever created the user journeys probably thought they were creating a puzzle and not a health app.
Whoever created the user journeys probably thought they were creating a puzzle and not a health app.
Worked…until it stopped working
I was able to register within the app and logged in a few times but then suddenly I started getting an error message when trying to start up the app. Been weeks now, issue hasn’t been fixed!
Not for me
There was no indication that this was a UK app until I tried to add my phone number. I clicked that I had an international number but it wouldn’t accept anything. There wasn’t a reference for a country code. This app lasted less than 10 minutes.
Not for my country
Not for my country
Dreadful
This app is required at most airports if you need to demonstrate vaccination status….and yet that one critical feature does not work.
Cannot log in abroad
Any ideas how to get around this? Can’t log in to access my digital COVID pass. Updated all log ins and the app, can’t find any info anywhere
Should improve it
Their application needs a lot to be improved and they should ease the log in using email only sometimes doesn’t help,so (nhs number or birth day) will make it more easier.
Requirements to prove the identity!!!!!!!! I was shocked 😂for example I have to record a video of my face at midnight!!!
I mean there should be better ways to log in and adding information.
Requirements to prove the identity!!!!!!!! I was shocked 😂for example I have to record a video of my face at midnight!!!
I mean there should be better ways to log in and adding information.
Sentiment summary
39%
Positive (4-5★)
6%
Neutral (3★)
56%
Negative (1-2★)