NHS North West London commissioned Ubuntu Pledge to deliver a community-based training programme that helps older adults, deprived communities, and non-native English speakers confidently use the NHS App. The goal was to bridge the digital divide in healthcare, ensuring that everyone can access essential medical services and information.
Many individuals, particularly older adults, those in deprived areas of London, and people with English as a second language, struggle with accessing essential healthcare services online. Recognising this gap, NHS North West London commissioned us to deliver training that would help community members confidently use the NHS App to manage their health and medical needs.
Ubuntu Pledge was instructed to support NHS North West London in delivering a training programme to empower diverse communities with the skills and confidence to use the NHS App. This initiative aimed to foster greater access to healthcare services by addressing digital inclusion gaps and ensuring that all demographics within the community could benefit from the digital tools available to manage their health and well-being.
Ubuntu Pledge designed and rolled out a targeted NHS App training programme across Brent, RBKC, and Westminster to respond to the digital inclusion gap in healthcare. Over a period of three months, we delivered in-person sessions tailored to community needs, including older adults, those living in deprived areas, and residents with limited English proficiency.
We partnered with 20 local community organisations, embedding our training in spaces where people already felt safe and supported. Across more than 58 sessions, we guided participants through step-by-step tutorials on downloading and navigating the NHS App, booking appointments, managing repeat prescriptions, and accessing medical records.
We also helped residents overcome common digital challenges like forgotten passwords, unfamiliar device settings, and fears around privacy or data misuse. Our trainers used real-world examples, translated instructions, and provided printed guides to ensure everyone left with practical skills and confidence. The approach was inclusive, culturally sensitive, and entirely user-focused which made it highly effective.
The training programme successfully equipped individuals across diverse communities 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.
✅ Trained 500 participants across diverse communities, representing groups with varying levels of digital literacy.
✅ 78% of participants reported feeling confident in using the NHS App after completing the training, compared to just 15% before the programme.
✅ Multilingual resources supported outreach to 8 different language groups, ensuring accessibility for non-native English speakers.
✅ The initiative successfully engaged over 20 local organisations, including community groups and healthcare providers, to expand its reach.
✅ In follow-up surveys, 85% of participants stated they were now using the NHS App regularly to access healthcare services.
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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.
