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NHS account accessibility statement

Version 5.3, 18 May 2022

This accessibility statement applies to the NHS account.

The NHS account is run by NHS Digital. We want as many people as possible to be able to use it.

You can access the NHS account through the NHS App for Apple iOS and Android devices. On these devices you can use the built-in:

You can also log in to the NHS account using the NHS website. You can do this from a web browser on your desktop, laptop computer, mobile or tablet. This used to be called NHS App online. You should be able to:

  • change colours, contrast levels and fonts
  • zoom in up to 300% with the text staying visible on the screen
  • navigate using just a keyboard
  • navigate using speech recognition software
  • read using a screen reader, including the latest versions of JAWS, NVDA and VoiceOver

We have made the text in the NHS account as simple as possible to understand, aiming for a reading age of 9 to 11 years old.

If you have a disability, AbilityNet has advice to help you make your device easier to use.

To use the NHS account you need to create an NHS login. Go to the NHS login accessibility statement.

How accessible the NHS account is

We know some parts of your NHS account are not fully accessible:

  • grey hint text on some form fields on the Contact the NHS App team page is not read automatically by screen readers
  • some data capture forms do not automatically fill in fields with saved data
  • when using the NHS App on iPhone or iPad, you cannot tab to content using the full keyboard access feature (this is a known issue with Apple iOS)
  • when using the NHS App on iPhone or iPad, you cannot increase the text size in the system settings (this is a known issue with Apple iOS)
  • messages sent before version 2.0 of the NHS App went live (4 November 2021) and message content from third parties may not be fully accessible
  • the feedback tool we use to collect feedback and conduct surveys is not fully accessible
  • images in GP health records may not have image descriptions
  • documents in GP health records may not be readable if you need to adapt text size or colours

Some features in the NHS account are provided by connected services and we do not control how accessible they are.

Feedback and contact information

If you want to give feedback about the NHS account, including the NHS App, send an email to enquiries@nhsdigital.nhs.uk.

If you need documents from your health record in a different format, ask your health professional for assistance. The NHS account can only show the information provided by your health professional.

Reporting accessibility problems

We're always looking to improve the accessibility of the NHS account, including 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.

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 NHS account's accessibility

NHS Digital is committed to making the NHS account accessible, in accordance with the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018.

Compliance status

The NHS App for Apple iOS and Android devices, and the NHS account accessed 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.

Non-compliance with the accessibility regulations

Grey hint text designed to help users when completing forms is not read automatically by screen readers on the Contact the NHS App team page. This means screen reader users may miss relevant information or error messages to help them continue. This fails WCAG success criterion 1.3.1 (Info and Relationships).

Disproportionate burden

There are some accessibility issues with the NHS App on Apple iOS and accessing the NHS account on 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.

Autofill on data capture forms

When using the logged in area of the NHS website to access the NHS account, some data capture forms do not automatically fill in fields with saved data, as required by WCAG 2.1 success criterion 1.3.5 (Identify Input Purpose). This is because we have decided to turn off the use of autofill in our data capture forms to protect people’s personal data.

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. The only way to resolve this issue would be to rebuild the NHS App as an entirely web or native app.

Resizing text size in Apple iOS

When using the NHS App on Apple iOS it is not possible to resize the text of 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 all web content on apps available on iOS. The only way to resolve this issue would be to rebuild the NHS App as an entirely web or native app.

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.
  • The feedback tool we use to collect feedback and conduct surveys is not fully accessible as it adds some unnecessary buttons to the interface. This tool is from a third party provider (Hotjar) and is exempt from accessibility regulations.
  • 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 11 December 2018. It was last reviewed on 18 May 2022.

We continually test the NHS account for accessibility needs. We're also committed to regular audits of the app by independent specialist assessors.

The NHS App for Apple iOS and Android devices was last audited by Nomensa on 6 December 2021.

The logged in area of the NHS website, which you can use to access your NHS account from a web browser, was last audited by Nomensa on the 6 December 2021.

Page last reviewed: 5 April 2022
Next review due: 5 September 2022