When Lucy Bradley logged onto her NHS app to check the results of her latest blood test, she was not prepared for the life-changing news that awaited her. Alone in her Hemel Hempstead home, the 29-year-old discovered she had stage three kidney disease, a condition she was unaware she was being tested for.
Bradley, a new mother, had sought medical advice after experiencing fatigue and general unwellness. Initial tests revealed anemia, prompting her GP to recommend further tests to assess her kidney function. However, the diagnosis came as a shock when she read it on her phone screen.
“It made my heart sink,” Bradley told The Independent. “It shouldn’t just flash up on the app. No one should be directed to the app for things like this.”
The Digital Dilemma
The diagnosis of stage 3a kidney disease implies a mild to moderate loss of kidney function and an increased risk of heart disease. Yet, Bradley was left without guidance or context for a week until she could consult with a healthcare professional.
“It was the fear of the unknown,” she explained. “I’m finding out about a condition I didn’t even know existed… there was no channel or anyone to go to at the time.”
After a face-to-face appointment, her doctor initially downplayed the severity of her condition. Unsatisfied, Bradley sought a referral to a specialist kidney service and turned to the charity Kidney Care UK for further assistance.
Raising the Alarm
In June, Kidney Care UK addressed a letter to NHS England, expressing “specific concerns” about patients learning of their chronic kidney disease diagnosis through the NHS app without adequate context or opportunity for discussion with healthcare professionals.
This issue emerged as Health Secretary Wes Streeting announced plans to expand the NHS app, aiming to transform it into “a doctor in your pocket, bringing our health service into the 21st century.”
Fiona Loud, Chief Executive of Kidney Care UK, emphasized the mental health impact of receiving such diagnoses through digital means. “There’s the mental health impact of finding you’ve got a diagnosis, then there’s the other side: if you’re told you’ve got this thing, then look it up, all you might see is the scary aspect of it,” she warned.
Broader Implications
The concerns are not limited to kidney disease. Cardiomyopathy UK reported similar issues, with patients seeking help after receiving a diagnosis of heart muscle disease through the NHS digital system.
A specialist nurse from the charity highlighted the distress caused by a lack of context. “Apps certainly have an important place in current and future healthcare. But we need to be extremely careful about the information people can access,” she stated.
Expert Opinions
Professor Kamila Hawthorne, Chair of the Royal College of GPs, stressed the importance of delivering serious news in a sensitive manner, ideally in person. “The NHS app can be a useful tool. But it isn’t an appropriate channel for patients to receive serious or concerning news about their health,” she noted.
The Department for Health and Social Care responded to inquiries by affirming that serious diagnoses should not be communicated through the app or text message without adequate support. “Patient wellbeing and clear communication are fundamental to NHS care,” a spokesperson stated.
Looking Ahead
The government remains committed to modernizing the NHS through digital innovation while maintaining the compassionate care patients expect. As the NHS app continues to evolve, balancing technological advancement with personal, empathetic healthcare communication remains a critical challenge.
For patients like Lucy Bradley, the experience underscores the need for a healthcare system that combines digital efficiency with human touch, ensuring that life-altering news is delivered with the care and context it deserves.
