The NHS App is run by NHS England. We want as many people as possible to be able to use it.
This accessibility statement applies to using the NHS App on an iOS or Android device. It also applies when you access the same services by logging in through the NHS website in a web browser. When we publish new content, we will make sure that all features meet accessibility standards. We will update this statement with our progress on fixing any issues.
Using accessibility settings on your device
On a phone or tablet you can use the built-in Apple iOS or Android accessibility settings to make some parts of the NHS App more accessible.
You can also log in from the NHS website. By changing the settings on your web browser or computer you should be able to:
- change colours, contrast levels and fonts
- zoom in up to 200% with the text staying visible on the screen
- navigate most of the website using just a keyboard
- navigate most of the website using speech recognition software
- listen to most of the website using a screen reader, including the latest versions of JAWS, NVDA and VoiceOver
AbilityNet has advice to help you make your device easier to use if you have a disability.
You need to create an NHS login to use the NHS App. You can read the NHS login accessibility statement.
How accessible is the NHS App?
We regularly test our content to Web Content Accessibility Guidelines (WCAG) 2.2 on both mobile and desktop devices. We follow the NHS service manual guidance on accessible design. We also try to make text as simple as possible to understand, following the NHS style guide.
However, we know some parts of the NHS App (and access to its services through a web browser) are not fully accessible. This includes the following issues.
- You will be asked if you want to stay logged in after 10 minutes of inactivity, but this feature does not recognise input from screen readers as activity.
- You can reach some non-interactive content that is supposed to be invisible using a screen reader.
- Some interactive elements such as buttons have not been given a clear or correct name, role, or value to tell you what they do if you use a screen reader.
- Changing the text size in the accessibility settings on your device does not affect all of the text in the NHS App. This issue does not apply when you access the same services through the NHS website in a web browser.
- There are some colour contrast issues with text and the border of interactive elements.
Some features are provided by connected services and we do not control how accessible they are.
How to report accessibility problems or give feedback
We're always looking to improve the accessibility of the NHS App. We respond positively to feedback.
If you find any problems not listed on this page or you think we're not meeting accessibility requirements, email enquiries@nhsdigital.nhs.uk. We aim to respond to all enquiries within 72 hours.
If you need documents from your health record in a different format, ask your health professional for assistance. The NHS App can only show the information provided by your health professional.
Enforcement procedure
The Equality and Human Rights Commission (EHRC) is responsible for enforcing the Public Sector Bodies (Website and Mobile Applications) (No.2) Accessibility Regulations 2018 (the 'accessibility regulations'). If you're not happy with how we respond to your complaint, contact the Equality Advisory and Support Service (EASS).
Technical information about the accessibility of the NHS App
NHS England is committed to making the NHS App accessible, in accordance with the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018.
Compliance status
The NHS App for iOS and Android devices (and access from a web browser) are partially compliant with the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018. This is due to the non-compliances listed below.
Non-accessible content
The content listed below is non-accessible for the following reasons. The criteria mentioned below are the success criteria detailed in the Web Content Accessibility Guidelines (WCAG) 2.2. We plan to fix most of these issues by the end of 2024.
How information has been labelled or marked up
- On the Select medicines page, the checkboxes have been labelled incorrectly making it difficult for screen reader users to complete the form. This fails criterion 1.3.1 Info and Relationships (Level A) and 2.4.2 Page Titled (Level A).
- On some pages duplicated alt text has been applied to images leading to confusing announcements for screen reader users. This fails criterion 1.1.1 Non-text Content (Level A).
- Some headings are missing the right markup making it difficult for non-sighted users to understand the context of the page. This fails criterion 2.4.6 Headings and Labels (Level AA).
- On the prescriptions page the barcode ID is read out twice. This fails criterion 1.3.2 Meaningful Sequence (Level A).
- On the Services and Your health page the default language has not been set meaning some screen readers mispronounce content if the user’s screen reader language is set to a different language. This fails criterion 3.1.1 Language of Page (Level A).
- On the GP booking page when users are giving a reason for the appointment, screen reader users are provided with excessive announcements. This fails criterion 4.1.3 Status Messages (Level AA).
- On the Book a GP appointment page, on iOS, the drop-down menu is missing the appropriate value and these options should be served as hints. This fails criterion 4.1.2 Name, Role, Value (Level A).
Android
- The back button shown on the Contact your GP about a health problem page is read out twice by screen readers. This fails criterion 1.3.1 Info and Relationships (Level A), 2.4.6 Headings and Labels (Level AA) and 3.3.2 Labels or Instructions (Level A).
- On the Book a GP appointment page some of the content is not accessible by keyboard. This fails criterion 2.1.1 Keyboard (Level A).
- The welcome carousel contains decorative images with incorrect alt text. This fails criterion 1.1.1 Non-text Content (Level A).
How content responds to your input
- The organ donation page content is not accessible via keyboard. This fails criteria 2.11 Keyboard (Level A).
- The help button reads as ‘hel’ by VoiceOver which is incorrect and confusing for users. This fails criterion 2.4.4 Link purpose (In context) (Level A).
iOS
The welcome carousel next and previous buttons are missing an accessible role. Meaning when a screen reader user reaches these buttons it is not identified as a link or a button. This fails criterion 4.1.2 Name, Role, Value (Level A).
Android
The ‘fingerprint, face or iris settings’ page’s toggle button focuses three times but is only read out on the third focus. Confusing users who are trying to interact with the toggle. This fails criterion 1.3.2 Meaningful Sequence (Level A) and 2.4.3 Focus Order (Level A).
Colour, contrast and presentation
On iOS changing the text size in the accessibility settings on your device does not affect all of the text in the NHS App. This fails criterion 1.4.4 (Resize Text, level AA).
Disproportionate burden
There are some accessibility issues with the NHS App on Apple iOS, and accessed using a web browser, which, after assessing their impact, we consider a disproportionate burden to resolve.
They are listed below and we have provided more detailed information in our disproportionate burden statement.
Navigating to web content areas using full keyboard access in Apple iOS
The full keyboard access feature in Apple iOS does not allow users to navigate into web content areas within the NHS App, as required by WCAG 2.1 success criterion 2.1.1 (Keyboard). This is a known platform issue that affects all web content on apps available on iOS and it is ultimately down to Apple to fix.
Resizing text size in Apple iOS
When using the NHS App on Apple iOS it is not possible to resize the text of some web content using the system settings, as required by WCAG 2.1 success criterion 1.4.4 (Resize text). This is a known platform issue that affects web content on apps available on iOS and it is for Apple to fix.
Content that is not within the scope of the accessibility regulations
- Messages sent before version 2.0 of the NHS App went live (4 November 2021) contain text that is visually presented as headings but has not been assigned a heading property. This fails WCAG success criterion 1.3.1 (Info and Relationships). As these messages have already been sent it is not possible to resolve this issue.
- GP health records including documents and images are provided by health professionals. As this content comes from a third party it is exempt from accessibility regulations.
- Some message content is provided by GP surgeries or health professionals. As it comes from a third party this content is exempt from accessibility regulations.
Preparation of this accessibility statement
This statement was prepared on 23 September 2024. It was last reviewed on 23 September 2024.
We continually test for accessibility needs. We're also committed to regular audits by independent specialist assessors.
The NHS App was last audited by Dig Inclusion
iOS on 18th June 2024.
Android on 4th July 2024.
The browser version on 11th June 2024.