February 2026 network meet-up: Digital inclusion libraries - Digital health

February’s Digital Inclusion Library meet-up focussed on digital health.

The session was opened up with a presentation by Jo Foster-Murdoch from Norfolk Libraries, giving insight to Norfolk Libraries’ approach to digital health.

They have a dedicated Digital Health Library Service that supports the community with making online GP appointments, ordering repeat prescriptions online and much more.

The presentation was followed by breakout rooms where hubs discussed their digital health services, how they benefit from any partnerships or particular resources, and their top tips for libraries supporting people to manage their health online. 

How Libraries support digital health

Core services

• The NHS App: Helping users with setup, navigation, and understanding features.
• Transactional health tasks: Supporting users to book GP appointments, order repeat prescriptions, and book blood tests online.
• Essential paperwork: Assisting with digital form-filling for services like Blue Badges.
• Device confidence: Teaching the foundational skills needed to use personal devices for health, ensuring users can retain these skills through regular practice.
• System advocacy: One area successfully campaigned for an offline prescription option after it was made "online only," highlighting that systemic change is sometimes as important as digital training.

Partnerships and resources

• NHS Integrated Care Boards (ICBs) & PCNs: Essential for aligning library support with local clinical priorities.
• The "Health Bus" & "Vincent Van Cough": Innovative outreach models that bring GP appointments and digital help directly into the community.
• Health Literacy partnership: Many libraries are part of the national waves of this partnership, utilising funded resources and toolkits.
• Demonstration tools: Some libraries use NHS App dummy accounts, allowing staff to demo the app safely without using real patient data.

Challenges and risks

• The "Postcode Lottery" of tech: The NHS App behaves differently depending on the GP surgery; some allow booking while others don’t, making it difficult for library staff to provide consistent advice across a county.
• GDPR & privacy: High anxiety regarding the amount of sensitive personal information users share with staff during "shoulder-to-shoulder" support.
• Capacity: Consistent issues with funding and staff/volunteer time.
• Skill retention: Learners often struggle to remember how to use health apps if they don't use them every day.

Top tips for success

• Utilise Digital Champions: Trained volunteers are often more approachable for learners.
• Social prescribers on site: Having health professionals in the library allows for immediate, "warm" referrals.
• Outreach is key: Don't wait for people to come to the library; take the service to where they are.
• Tangible health offers: Offering blood pressure checks can be a "hook" to get people into the library, where you can then introduce digital health tools.
• Build trust: Helping with health often builds a deep bond of trust, which helps libraries protect vulnerable users from other risks, such as online scams.