Public backs new NHS App but is cautious about AI
New polling from the Health Foundation suggests that while the public is broadly supportive of expanded functions within the NHS App, there is continued caution about the use of artificial intelligence in health care.
The findings come from the organisation’s third annual health technology tracker survey, conducted alongside the government’s proposed 10-Year Health Plan, which sets out ambitions to significantly expand the capabilities of the NHS App.
The survey, which gathered responses from 8,000 members of the public and more than 2,000 NHS staff, found strong support for using the app to manage routine health care tasks. Around three quarters of respondents said they would be happy to use it to book hospital appointments, choose a preferred hospital and access information about medical procedures.
Doctor in Your Pocket
However, enthusiasm declines when artificial intelligence is introduced. Fewer than half of respondents, 49 per cent, said they would be willing to use a proposed AI-powered ‘Doctor in Your Pocket’ feature for non-urgent care. Nearly a third, 32 per cent, said they would not use it.
Despite this, attitudes towards digital technology in general remain positive. More than half of the public, 55 per cent, believe technology improves the quality of care, while 60 per cent of NHS staff share this view. By contrast, only 13 per cent of the public and 19 per cent of staff think technology worsens care.
Artificial intelligence is viewed more cautiously. Just 38 per cent of the public think AI will improve the quality of health care, while 19 per cent believe it will make care worse.
Safety and oversight of AI remain as key concerns
The research indicates that safety and oversight are key concerns for the public. When presented with trade-offs, 70 per cent said they would prefer AI outputs to be checked by a human rather than prioritising speed. Similarly, 72 per cent supported stronger evidence requirements for AI tools, even if this slows their rollout.
Differences in trust and confidence were also evident across demographic groups. Women, younger adults aged 16 to 24, and people on low or no income were generally less positive about both technology and AI in health care. Among households where the main earner is in casual work or unemployed, only 35 per cent said they would be willing to use the proposed AI feature, while 36 per cent said they would not.
These findings highlight the importance of targeted engagement to ensure that new technologies are accessible and effective for all groups, and do not deepen existing inequalities.
Ahmed Binesmael, Senior Improvement Analyst at the Health Foundation, said the results reflect a balance between optimism and caution.
He said the government’s 10-Year Health Plan sets out ambitious goals for technology and AI in modernising the NHS, and that the public supports using the NHS App for many everyday health care tasks. However, he noted that people are more hesitant about AI-generated advice and that meaningful engagement, particularly with more sceptical groups, will be essential to ensure new tools meet patient needs and help reduce inequalities.
He added that as policymakers develop the UK’s approach to regulating AI in health care, building public trust will be critical. While regulation may eventually balance factors such as speed and safety, the findings suggest that the public currently places greater importance on strong safeguards and careful oversight.
The survey was conducted online by Censuswide between 30 July and 1 October 2025. It included a representative sample of UK adults aged 16 and over, alongside a booster sample of individuals at risk of digital exclusion. The NHS staff sample covered a wide range of roles, including clinical, administrative and allied health professions.
For further information visit https://www.health.org.uk
