How we can help the NHS bridge its digital divide
The NHS stands at a crossroads, where the potential of new and cutting-edge technologies clashes with the stark reality of existing solutions that don’t support optimal ways of working. Only this week, I heard about a Trust where screenshots from a clinical system were being printed onto paper for review “because it’s easier”.
Digital solutions and data offer tremendous opportunities to revolutionise the way we deliver healthcare. But having worked for the Department of Health and NHSX, I’ve seen how staff are too frequently having to deal with unreliable devices and being forced to go back to paper-based processes because their technology does not meet their needs. Discussions about leveraging the cloud and artificial intelligence can seem a distant dream when faced with the frustration of waiting for a slow computer to turn on.
Driving user-first innovation
Many in our health service are eager to move away from legacy technologies and embrace new, improved solutions. However, they can often find themselves facing resistance due to factors such as concerns around costs and scalability, as well as general scepticism from some quarters. If we as digital partners are going to help the NHS overcome this divide, it requires more than just throwing around buzzwords. It demands that we speak in a common language: the language of user needs.
We must move our focus away from the technology itself and towards its potential to enhance patient care, save time, and empower the workforce to push through innovation. The transformative potential of technology lies in its ability to simplify referrals, increase time for patient interaction, and detect at-risk patients early, and we must frame discussions in these terms.
Moving to a user-first approach
To effect this change, we need to pivot our attention from the "what" of technology to the "why." Instead of merely showcasing the newest gadgets, we have to also show decision-makers how these tools solve the real problems the NHS faces, such as reducing medication errors or expediting diagnoses. Actions speak louder than words, and results combined with the impact they will have on people need to be the focus of our narratives.
Addressing real-world challenges
Speaking to frontline staff is pivotal to driving the adoption of new solutions. We need to be asking them what challenges they face on a daily basis before thinking about where technology might help. Is it inaccessible data, convoluted login processes, or legacy platforms that are hindering their efficiency? We must listen to their grievances and collaboratively develop solutions tailored to their specific needs, rather than relying on hypothetical requirements that may appear down the line.
Acknowledging incremental victories
A digital revolution doesn’t need to take place for gains to be recognised when it comes to technology. We should celebrate the little improvements that make a tangible difference every day. Whether it's quicker appointment booking, automated medication alerts, or more efficient communication devices, these small gains foster trust and lead to broader transformations in the future.
Investing in user experience advocates
Finally, we need people in the NHS who can bridge the divide between technologists and users. These user experience champions can translate user needs into actionable requirements, helping ensure that digital solutions are not just implemented, but are producing real benefits within the healthcare ecosystem.
Top-notch digital infrastructure and dependable devices are indispensable and we cannot afford to let frontline staff struggle with troublesome legacy technology and ignore the transformative opportunities that lie within reach. But it's important to remember that technology serves as a means to an end and is not the ultimate goal. By prioritising the understanding of user needs and user-centric approaches, as well as acknowledging minor victories, we have the power to shift the NHS from a state of frustration to one of prosperity. This responsibility falls upon all of us collectively, and it's high time we come together to bridge the gap and propel the NHS towards success through innovation centred around the needs of its users.
Heather Cover-Kus
Heather is Head of Central Government Programme at techUK, working to represent the supplier community of tech products and services to Central Government.
Ellie Huckle
Ellie joined techUK in March 2018 as a Programme Assistant to the Public Sector team and now works as a Programme Manager for the Central Government Programme.
Annie Collings
Annie is the Programme Manager for Cyber Resilience at techUK. She first joined as the Programme Manager for Cyber Security and Central Government in September 2023.
Austin Earl
Austin joined techUK’s Central Government team in March 2024 to launch a workstream within Education and EdTech.
Ella Gago-Brookes
Ella joined techUK in November 2023 as a Markets Team Assistant, supporting the Justice and Emergency Services, Central Government and Financial Services Programmes.
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