NHS Wales App accessibility statement

Version 2.0.0, 22 August 2024

This accessibility statement applies to the NHS Wales App. It also applies when you log into your NHS account.

There is a separate accessibility statement for this Help and Support website. The NHS Wales App is run by Digital Services for Patients and Public (DSPP). We want as many people as possible to be able to use it.

This accessibility statement applies to using the NHS Wales App on an iOS or Android device. It also applies when you access the same services by logging in through the NHS Wales App website in a web browser. When we publish new content, we will make sure that all features meet accessibility standards. We will update this statement with our progress on fixing any issues.

Using accessibility settings on your device

On a phone or tablet, you can use the built-in Apple iOS or Android accessibility settings to make some parts of the NHS Wales App more accessible.

You can also log in from the NHS website. By changing the settings on your web browser or computer you should be able to:

• change colours, contrast levels and fonts
• zoom in up to 200% with the text staying visible on the screen
• navigate most of the website using just a keyboard
• navigate most of the website using speech recognition software
• listen to most of the website using a screen reader, including the latest versions of JAWS, NVDA and VoiceOver

AbilityNet has advice to help you make your device easier to use if you have a disability. You need to create an account with an NHS login to use the NHS Wales App. You can read the NHS login accessibility statement.

How accessible is the NHS Wales App?

We regularly test our content to Web Content Accessibility Guidelines (WCAG) 2.1 on both mobile and desktop devices. We follow the NHS service manual guidance on accessible design.

However, we know some parts of the NHS Wales App (and access to its services through a web browser) are not fully accessible. This includes the following issues.

• Several key functions can only be found in the "Menu", which may make it difficult to find for some users when using the website on a mobile device
• Some sections of the app may present issues for screen readers, or not provide remaining characters in an input field for screen readers
• At certain points, the focus of screen readers is lost or goes to a location which might be confusing or counterintuitive
• Some links, when clicked on, do not take users to the location which can be predicted from the text of the link
• Screen readers may encounter difficulty time-out and focus with links to feedback gathering pages, which are owned and run by a third party ("Qualtrics")

Some features are provided by connected services and we do not control how accessible they are.

The NHS Wales App for iOS and Android devices (and access from a web browser) are partially compliant with the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018. This is due to the non-compliances listed on this page. The recommended versions are for Apple iOS 14 and later and Android 10 and later. If your device is not compatible we recommend you use your web browser to access the NHS Wales App.

Non-accessible content

Aspects of the NHS Wales App are non-compliant as detailed on this page. The criteria mentioned are the success criteria detailed in the Web Content Accessibility Guidelines (WCAG) 2.2 AA. We plan to fix most of these issues by the end of 2024.

How information has been labelled or marked up

• Some interactive elements such as buttons have not been given an appropriate or correct name, role or value to tell you what they do when you use a screen reader. This fails criterion 4.1.2 (Name, Role, Value level A). In the case of buttons, this also fails 2.4.4 (Link Purpose in Context, level A).
• When checking for available GP practice appointments, if no appointments are available there is no automatic announcement. This may make it difficult for screen reader users to know whether appointments are available for their selected filters. This fails criterion 1.3.3 (Sensory Characteristics level A) and 4.1.3 (Status Messages level AA)

How content responds to your input

• In some places screen readers provide continuous updates as you input information, which may be distracting. This fails criterion 4.1.3 (Status Messages, level AA).
• When you toggle cookies on or off using a screen reader, the screen reader focus moves unexpectedly to the top of the page. This fails criteria 3.2.2 (On Input, level A).

Colour, contrast and presentation

• Changing the text size in the accessibility settings on your device does not affect all the text in the NHS Wales App. This fails criterion 1.4.4 (Resize Text, level AA).

NHS Wales App feedback tool

The feedback tool we use to collect feedback and conduct surveys is from a third-party provider (Qualtrics) . It currently fails the following accessibility criteria:

• You can reach some content using a screen reader that is supposed to be invisible, and which cannot be interacted with. This fails criterion 2.4.7 (Focus Visible, level AA).
• The order information is presented in is hidden and illogical when you use a screen reader. This fails criterion 2.4.3 (Focus Order, level A) and 1.3.2 (Meaningful Sequence, level A).
• A button has not been given an appropriate or correct name, role or value to tell you what it does when you use a screen reader. This fails criterion 4.1.2 (Name, Role, Value level A).

Disproportionate burden

We plan to carry out an assessment to determine if any accessibility issues listed on this page will be classified as a disproportionate burden to resolve.

Preparation of this accessibility statement

This statement was prepared on 22 August 2024. It was last reviewed on 22 August 2024. We continually test for accessibility needs. We're also committed to regular audits by independent specialist assessors.

The NHS Wales App for Apple iOS, Android devices and web browser was last audited in April 2024.