HOW NUNEATON AND BEDWORTH PCN IS CLOSING THE DIGITAL GAP IN HEALTHCARE

The situation

Nuneaton and Bedworth Primary Care Network (PCN) brings together 11 GP practices across North Warwickshire to provide health services for more than 100,000 local patients. 

To make sure patients could use all the health services available to them, especially online services, the PCN looked at local and national information. They found that many patients were not using these digital services.

This included things like ordering repeat prescriptions online, filling in online consultation forms, or viewing their medical records through the NHS App or practice systems. 

The PCN noticed a clear pattern. In areas where people were more likely to be struggling financially, fewer patients were using digital health services. Many patients in these areas faced real challenges. Some could not afford a smartphone, tablet or mobile data. Others had poor internet or phone signal. Some did not feel confident using technology, or English was not their first language.

Older patients and those with anxiety or other health problems were also less likely to use online services.

This showed the PCN that digital exclusion is not just about healthcare. It is linked to bigger issues like health inequalities, housing and poor internet access. And the patients who could benefit most from quick and easy access to care were often the least able to use it.

What we did

The PCN knew it had to take action to make digital healthcare fairer and more accessible for everyone.

It started by using primary care data to identify where digital uptake was lowest and which groups of patients might need the most support.

Working with local partners, including Warwickshire County Council and the Coventry and Warwickshire Cooperative Development Agency, they set up “Connect and Learn” sessions in local community centres across Nuneaton and Bedworth, and across North Warwickshire.

The sessions were designed to be friendly, informal and practical and focused on:

• Showing patients how to use the NHS App and online consultation tools.
• Helping people set up email addresses.
• Supporting patients to view their medical records online.
• Answering questions and troubleshooting problems.
• Attending community events to raise awareness.
• Targeting specific communities, including older residents and those where English is a second language.

After the initial sessions were delivered, the PCN brought the work in-house and developed a more structured, multi-pronged approach. This included working closely with PCN social prescribers, local libraries, community groups and specific communities such as the Nepalese and Gypsy, Roma and Traveller communities.

They also spoke to patients to understand what was working and how the support made a difference. For some patients, attending a session was a big step, including individuals who had struggled with anxiety and had not previously been able to leave their home.

By taking support into local communities, and offering practical, face-to-face help, the PCN began to see a clear increase in the uptake of digital services. 

Most importantly, patients said they felt more confident, more independent and more in control of their healthcare.

The impact

By taking support directly into communities and offering face-to-face help, the PCN achieved measurable improvements.

NHS App uptake increased following workshops and library sessions, rising from 55% in March 2024 to 75% in November 2025. 

Patients reported improved confidence and independence managing their healthcare and community connectors and volunteers became trusted sources of support. 

Libraries and community spaces became accessible digital health hubs and practice teams gained better insight into digitally excluded patient groups. 

Patient feedback reflected the positive experience:

“The support session was absolutely brilliant. They were helpful, professional and patient.”

“Very helpful and friendly help given, well worth attending.”

“I received an email asking whether I needed help accessing the NHS app. The email was fortuitous as I had been trying to get the app to work and to understand fully its benefits.

“I made an appointment to meet a staff member at my local surgery. The timing and the location suited me perfectly.

“The lady was pleasant, helpful and knowledgeable. The NHS app was explained to me and its benefits. She explained all its functions and answered all my questions. I use the NHS app all the time now and my blood test results were uploaded on to it for me to see, far quicker than approaching my surgery for the results. 

“I would recommend the service wholeheartedly and it helps to remove any barriers to access healthcare. Excellent service.” – Patient from Grange Medical Centre. 

The programme also demonstrated that strong partnerships between healthcare, local government and community organisations are essential to reducing digital inequality.

Talking about the impact of the work, Rebecca Cuttiford, Digital Care Coordinator – Digital and Transformation Projects said:

“Our work has shown that digital inclusion works best when support is brought directly into communities rather than expecting patients to find help themselves. 

“Trusted local spaces like libraries play a vital role, but socioeconomic inequalities still affect access to digital healthcare. Sustained progress depends on dedicated digital support roles and long-term investment to ensure no one is left behind.”

Next steps 

Building on the programme’s success, including being named finalists in two HSJ Digital Awards 2025, the PCN is now focusing on expanding and sustaining the work.

Future priorities include:

• Continuing collaboration with NHS England’s next phase of library-based digital support. 
• Expanding community connector networks, including volunteers, employers and education settings. 
• Developing a funded device bank to support patients without access to suitable technology. 
• Improving connectivity support in hard-to-reach areas such as Gypsy, Roma and Traveller sites. 
• Ensuring funding is targeted to areas of greatest need using population data. 
• Maintaining support from the ICB-funded Digital Champion team. 
• Strengthening partnerships with local businesses to widen access to digital healthcare. 

Bradley Hough, Digital and Transformation Lead, added:

“Our Digital Inclusion Programme supports the NHS ambition to expand use of the NHS App and make digital healthcare work for everyone. 

“By combining data insight, strong partnerships and practical community support, we are reducing health inequalities and ensuring digital services become an opportunity, not a barrier, for every patient, and we’re looking forward to continuing our work to help make a real difference to our local community.”

For further information about Nuneaton and Bedworth Primary Care Network, please visit www.nuneatonandbedworthpcn.co.uk.