Building on the proven success of both the pilot and the staff training projects, NHS North West London commissioned Ubuntu Pledge for a second major rollout of NHS App training.
Building on the proven success of the initial pilot programme and the subsequent staff training initiative, NHS North West London commissioned Ubuntu Pledge to deliver a second major rollout of NHS App training across multiple boroughs. This expanded phase involved the delivery of 75 tailored training sessions over a four-month period, significantly scaling up the programme’s reach and impact.
While the initial focus was on Brent and RBKC, this new rollout strategically extended delivery to include the borough of Harrow council, further strengthening digital inclusion efforts across North West London.
Building on the success of our previous pilot, Ubuntu Pledge was commissioned to deliver an expanded NHS App training programme across Brent, RBKC, and Harrow. This second-phase contract not only focused on residents but also included first-line staff members — particularly those working with Brent Health Matters and other frontline community services.
Over the course of the programme, we partnered with 26 local organisations and delivered 61 in-person training sessions, carefully tailored to the needs of both residents and staff. The sessions took place in trusted community spaces and focused on equipping participants with the practical skills and confidence to navigate the NHS App effectively.
Across the three boroughs, we trained a total of 1,080 people, including:
The training covered essential app functions such as booking GP appointments, ordering repeat prescriptions, and viewing medical records, while also addressing common barriers like password recovery, unfamiliar device use, and concerns around privacy and data security. We used translated guides, printed step-by-step instructions, and real-life scenarios to make the sessions inclusive, accessible, and practical.
The training programme successfully equipped individuals across diverse communities and Staff with the knowledge and confidence to use the NHS App, enabling them to access healthcare services, manage appointments, and interact with providers online. The initiative has been widely praised for its inclusive and accessible approach, providing a model for addressing digital exclusion in healthcare.
✅ 60% increase in residents’ confidence using the NHS App
✅ 53% improvement in residents’ ability to complete key health tasks.
✅ 40% increase in staff confidence to support others with the app
This programme reinforced the importance of local, culturally sensitive, and hands-on training as a powerful tool to bridge the digital divide in healthcare. The results speak to both the reach and the relevance of our approach in supporting communities most at risk of digital exclusion.
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We're lucky to work and partners with some fabulous organisations. Everything from charities, Social Enterprises and SME's to large organisations like the NHS, Local Councils and more.
