Version 7, 12 September 2023
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) 2.1 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) 2.1. We plan to fix most of these issues by the end of 2023.
How information has been labelled or marked up
- Some images do not have appropriate alternative text. This fails WCAG 2.1 success criterion 1.1.1 (Non-Text Content, level A).
- Information is not always marked up correctly, including headings, tables and lists. This fails criterion 1.3.1 (Info and Relationships, level A). In the case of headings, it also fails 2.4.6 (Headings and Labels, level AA).
- On some pages the landmarks, which help screen reader users to navigate and skip content, have not been included correctly. This fails criterion 1.3.1 (Info and Relationships, level A).
- Some labels are missing to help describe the different boxes you can complete in forms. This fails criterion 1.3.1 (Info and Relationships level A) and 3.3.2 (Labels or Instructions level A).
- Some interactive elements such as buttons have not been given an appropriate or correct name, role or value to tell you what they do when you use a screen reader. This fails criterion 4.1.2 (Name, Role, Value level A). In the case of buttons, this also fails 2.4.4 (Link Purpose in Context, level A).
- Some content may change on screen without informing you if you use a screen reader. This fails criterion 3.2.2 (On Input, level A).
How content responds to your input
- In some places screen readers provide continuous updates as you input information, which may be distracting. This fails criterion 4.1.3 (Status Messages, level AA).
- You can reach some content using a screen reader that is supposed to be invisible, and which cannot be interacted with. This fails criterion 2.4.7 (Focus Visible, level AA).
- When you toggle cookies on or off using a screen reader, the screen reader focus moves unexpectedly to the top of the page. This fails criteria 3.2.1 (On Focus, level A) and 3.2.2 (On Input, level A).
Colour, contrast and presentation
- 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).
- Some information is conveyed using colour alone. This fails criterion 1.4.1 (Use of Colour, level A).
- The colour contrast of some text and the borders of interactive elements may not be clear if you have low vision. This fails criteria 1.4.3 (Contrast, level AA) for text and 1.4.11 (Non-Text Contrast, level AA) for interactive elements.
- Some content may become lost or obscured at a lower resolution. This fails criterion 1.4.10 (Reflow, level AA).
- Some information is hidden when you use assistive technology. This fails criterion 1.3.2 (Meaningful Sequence, level A).
- The order information is presented in is incorrect or illogical when you use a screen reader. This fails criterion 2.4.3 (Focus Order, level A).
- Telephone numbers are provided in plain text, rather than as a phone number you can select to start making a call. This fails criterion 1.3.1 (Info and Relationships, level A).
- When using Firefox web browser, some drop-down lists have a colour contrast ratio issue that affects visibility of the selected item in the dropdown. This fails WCAG 2.1 success criterion 2.4.7 (Focus Visible). We plan to implement new design system improvements which means this problem will no longer exist.
NHS App feedback tool
The feedback tool we use to collect feedback and conduct surveys is from a third party provider (Qualtrics) and is not accessible. It currently fails the following accessibility criteria:
- You can reach some content using a screen reader that is supposed to be invisible, and which cannot be interacted with. This fails criterion 2.4.7 (Focus Visible, level AA).
- The order information is presented in is incorrect or illogical when you use a screen reader. This fails criterion 2.4.3 (Focus Order, level A).
- Some information is hidden when you use assistive technology. This fails criterion 1.3.2 (Meaningful Sequence, level A).
- Some interactive elements such as buttons have not been given an appropriate or correct name, role or value to tell you what they do when you use a screen reader. This fails criterion 4.1.2 (Name, Role, Value level A).
We will be changing the tool we use to collect feedback.
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 12 September 2023. It was last reviewed on 12 September 2023.
We continually test for accessibility needs. We're also committed to regular audits by independent specialist assessors.
The NHS App for Apple iOS and Android devices was last audited by Dig Inclusion on 9 February 2023.
The browser version was last audited by Dig Inclusion on 9 February 2023.