Drop-in sessions at libraries across Brent, Hillingdon, Greenwich, Richmond and other London boroughs running 19-25 October to help residents book appointments and order prescriptions online
Libraries across London are running free, one-to-one help sessions this week to assist residents in setting up and using the NHS App, as part of a national Get Online Week initiative bringing the NHS and public libraries together to tackle digital exclusion in healthcare access.
Sessions are running from 19 to 25 October 2026 at participating libraries across multiple London boroughs, with trained staff and volunteers available to sit with residents for as long as needed to help them download the app, create an NHS login, book GP appointments, order repeat prescriptions, and access their health records online.
Why This Initiative Matters
The NHS App has become one of the most widely used routes into NHS services in England, with millions of patients using it to manage healthcare without phone queues or in-person visits. However, a significant proportion of Londoners — including older residents, those without home internet access, people with limited confidence using smartphones, and those from communities with lower digital literacy — face barriers to using the app that leave them unable to benefit from these digital services.
Digital exclusion in healthcare is not a marginal issue. Research consistently shows that people who cannot access digital health services are more likely to delay seeking care, more likely to use emergency services for conditions that could have been managed earlier, and more likely to miss preventive health interventions. For London — a city with substantial populations of older residents, recent migrants, and people in poverty — the digital divide in healthcare access has direct public health consequences.
Libraries are specifically well placed to bridge this gap. They are free to enter, trusted community spaces, located in most neighbourhoods, and staffed by people experienced in supporting residents with unfamiliar tasks in a non-judgmental environment. The NHS and library partnership leverages these characteristics to reach people who might not engage with a formal NHS digital training programme but will walk into their local library for help.
Where Sessions Are Taking Place
Woolwich Centre Library — Greenwich
Sessions:
- Wednesday 21 October, 11:00am to 12:00pm
- Thursday 22 October, 2:30pm to 3:30pm
The sessions are running under the library’s Learn My Way programme, covering digital skills alongside NHS App guidance. Woolwich Centre Library also offers free SIM cards to eligible residents, free public computer access, and take-home digital skills resources year-round.
Kilburn Library — Brent
Session: Thursday 22 October, 10:30am to 2:30pm
A combined health and digital session offering bowel cancer screening alongside NHS App guidance — a particularly practical combination that allows residents to address both a screening need and a digital skills gap in a single visit. Kilburn Library is also running ongoing digital skills training every Tuesday throughout October and November.
Ickenham Library — Hillingdon
Session: Tuesday 20 October, 2:00pm to 3:00pm
Ruislip Manor Library — Hillingdon
Session: Friday 23 October, 10:00am to 12:00pm
West Drayton Library — Hillingdon
Session: Friday 23 October, 2:00pm to 3:00pm
Richmond Lending Library — Richmond
Session: Thursday 22 October, 10:00am to 2:00pm
One-to-one and group support available with NHS App setup and navigation.
Southfields Library — Wandsworth
Session: Wednesday 21 October, 2:00pm to 4:00pm
Delivered in collaboration with Power to Connect.
Libraries not listed above may also be participating — residents should check with their local library directly for session availability during Get Online Week.
What Residents Can Get Help With
At all participating sessions, staff and volunteers will assist with:
Getting set up:
- Downloading the NHS App on a personal smartphone or tablet
- Creating an NHS login and verifying identity
- Linking the app to a GP registration
Using the app’s main features:
- Booking and managing GP appointments
- Ordering repeat prescriptions
- Viewing health records and test results
- Accessing NHS 111 online for urgent health advice
Device and connectivity support:
- Using library computers, laptops, or tablets if residents do not have their own device
- Connecting to free library Wi-Fi
- Basic smartphone navigation for those unfamiliar with smartphone use
Sessions are free to attend and no appointment is necessary at most locations — residents can walk in during the session times listed above.
The NHS App: What It Does and Why It Helps
The NHS App is a free application available on iOS and Android that gives patients direct access to a range of NHS services without telephoning a GP surgery or visiting in person.
Key functions include:
GP appointment booking — Patients registered with a participating GP practice can book, check, and cancel appointments directly through the app, avoiding phone queues that are a significant barrier for many patients.
Repeat prescription ordering — Patients with ongoing prescriptions can request repeats through the app, with the prescription sent directly to their chosen pharmacy. This is particularly valuable for people with chronic conditions who require regular medication.
Health record access — Patients can view their medical records, test results, vaccinations, and allergies through the app, giving them access to their own health information without requesting it from their GP surgery.
NHS 111 online — The app provides access to NHS 111’s online symptom checker and urgent health advice service, allowing patients to assess symptoms and get guidance on appropriate next steps without calling 111.
For people with mobility limitations, caring responsibilities, or inflexible working hours, the ability to manage these interactions without attending a surgery or waiting on hold provides practical accessibility improvements that go beyond convenience.
The Broader Digital Exclusion Challenge in London
The initiative is part of a national partnership between NHS England and more than 1,100 libraries across England — a scale that reflects the recognised significance of digital exclusion as a health equity issue.
In London specifically, several overlapping factors make digital exclusion in healthcare access a priority concern:
Age: London’s older population — those most likely to need regular healthcare contact — includes a significant proportion who did not grow up using smartphones or internet services and who may find digital tools intimidating without supported introduction.
Income: Residents on lower incomes may lack reliable internet access at home and cannot afford smartphones with sufficient data allowances. Library sessions that use library equipment and Wi-Fi remove the device and connectivity barriers entirely.
Language: London’s linguistically diverse population includes residents for whom navigating an app in English presents an additional barrier. Library staff experienced in supporting diverse communities can provide more sensitive support than generic online guidance.
Trust: Some communities have historically lower levels of trust in NHS services and in data-sharing arrangements. Face-to-face support in a neutral community space allows residents to ask questions and receive honest answers about privacy and data use before sharing personal information through a digital platform.
Dr Chris Streather, Regional Medical Director for the NHS in London, acknowledged that while the NHS App helps thousands of Londoners manage their health, the same technology can feel like a barrier rather than a help for some communities. He described library staff as brilliant at helping people with questions and concerns and encouraged anyone who has been putting off downloading the app to attend a session during Get Online Week.
After Get Online Week: Year-Round Support
While the concentrated activity during Get Online Week provides a specific opportunity, digital support in London’s libraries does not end on 25 October.
Many participating libraries — including Kilburn Library in Brent and Woolwich Centre Library in Greenwich — offer ongoing digital skills programmes throughout the year. These cover a broader range of digital skills beyond the NHS App, including online safety, email, video calling, and general internet navigation.
Residents who miss Get Online Week sessions or who need follow-up support after initial help with the NHS App can contact their local library to find out what ongoing digital support is available.
