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Access4all - N's Story

Working together to extend the reach of the NHS App
This case study is about how the Digital Inclusion Team at Framework Housing Association has worked with staff in Framework services to ensure maximum benefit to our service users.
Framework’s Digital Inclusion Team has been active for 2 years. Over 250 donated laptops have been distributed, and Vodafone SIMs have supported many vulnerable adults in the East Midlands. Eight Digital Champions run Digital Skills Days and Drop-Ins across various locations. A dedicated website supports the project, with Digital Inclusion and Learning Hubs set up in Nottingham and Lincoln, and plans for more.
With Framework supporting over 17,000 people each year, the task of tackling Digital Inclusion with such a small team is complex and challenging. Recent NHS funding enabled the purchase of budget Android phones and the promotion of the NHS app.

A recent change of focus is now on educating the support staff at Framework with all things DI and this will result in a much wider spread of digital support. The aim was to enhance digital literacy and ensure that both staff and service users could effectively use digital tools to improve their health and wellbeing. The distribution of Android phones and the emphasis on the NHS app were key strategies in this initiative. By equipping staff with the knowledge and skills to navigate the NHS app, the team hoped to facilitate better health management among service users.


One early initiative has been the training of North Notts Moving Forward (specialist mental health tenancy support) in the use of the NHS app. A competent staff member who uses the NHS app and is tech savvy is more likely to be able to support a service user to make positive changes in their lives underpinned by the appropriate use of everyday IT tasks. The staff training session resulted in a more positive perception and increased usage of the NHS App by the staff.


This case study illustrates how a coordinated approach to Digital Inclusion has benefited both staff and service users within the Moving Forward North Notts initiative:

Community Engagement / Empowerment Case Study by Moving Forward, North Notts

What was the issue?

N had been allocated a Housing Association property when he started his support with Framework Moving Forward. He had a difficult childhood, in and out of foster care, N needed to gain the skills to live independently. One of the key issues was keeping contact with his support agencies and engaging in our service. N owned a mobile phone given by a friend, but it couldn't receive emails or Wi-Fi. N needed a mobile that would allow him to have greater access to apps and more options to fulfil his needs.

Who did you engage with?

N engaged with a Framework Moving Forward Support Worker.

What did you do?

I contacted Kevin Rookes, the Digital Inclusion Coordinator, and explained N's situation. Kevin obtained an Android mobile for N through his service.

What was the impact?

N has downloaded the NHS app to be able to order repeat prescriptions, book and manage GP appointments and get health information and advice. N uses emails to contact his supporting agencies, to contact friends and to request information on community groups. N can also look up information on Google and download games which helps him cope with anxiety issues.

What barriers, challenges or points of learning did you identify?

Purchasing a new mobile was not an affordable option for N , he had to use any disposable income to set up his new tenancy. “ I found that having a mobile that has all technology opens an avenue to gain new skills enabling to improve a person’s independence.”