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Every time there’s a new plan for the NHS, I worry that those creating the models don’t realise how messy and expansive healthcare is. The NHS 10 year plan hails the new “doctor in your pocket” to provide knowledge, in the form of the NHS App.1 But this drive for online accessibility misses the point that people still need a trusted clinician to interpret their concerns and support an action plan. Half the population have limited health literacy.2 A quarter of adults have multiple comorbidities,3 so single issue advice may be less relevant to them. Knowledge alone isn’t enough. Patients need to be walked through the practicalities of care as well as the information.