09 Apr 2024
by Iain O'Neil

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 Cover-Kus

Head of Central Government Programme, techUK

Heather is Head of Central Government Programme at techUK, working to represent the supplier community of tech products and services to Central Government.

Prior to joining techUK in April 2022, Heather worked in the Economic Policy and Small States Section at the Commonwealth Secretariat.  She led the organisation’s FinTech programme and worked to create an enabling environment for developing countries to take advantage of the socio-economic benefits of FinTech.

Before moving to the UK, Heather worked at the Office of the Prime Minister of The Bahamas and the Central Bank of The Bahamas.

Heather holds a Graduate Diploma in Law from BPP, a Masters in Public Administration (MPA) from LSE, and a BA in Economics and Sociology from Macalester College.

Email:
[email protected]
LinkedIn:
https://www.linkedin.com/in/heather-cover-kus-ba636538

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Ellie Huckle

Ellie Huckle

Programme Manager, Central Government, techUK

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.

The programme represents the supplier community of technology products and services in Central Government – in summary working to make Government a more informed buyer, increasing supplier visibility in order to improve their chances of supplying to Government Departments, and fostering better engagement between the public sector and industry. To find out more about what we do, how we do this and how you can get involved – make sure to get in touch!

Prior to joining techUK, Ellie completed Sixth Form in June 2015 and went on to work in Waitrose, moved on swiftly to walking dogs and finally, got an office job working for a small local business in North London, where she lives with her family and their two Bengal cats Kai and Nova.

When she isn’t working Ellie likes to spend time with her family and friends, her cats, and enjoys volunteering for diabetes charities. She has a keen interest in writing, escaping with a good book and expanding her knowledge watching far too many quiz shows!

Email:
[email protected]
Phone:
020 7331 2015
Twitter:
@techUK,@techUK
Website:
www.techuk.org,www.techuk.org
LinkedIn:
https://bit.ly/3mtQ7Jx,https://bit.ly/3mtQ7Jx

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Annie Collings

Annie Collings

Programme Manager, Cyber Security and Central Government, techUK

Annie joined techUK as the Programme Manager for Cyber Security and Central Government in September 2023. In this role, she supports the Cyber Security SME Forum, engaging regularly with key government and industry stakeholders to advance the growth and development of SMEs in the cyber sector.

Before joining techUK, Annie was an Account Manager at a specialist healthcare agency, where she provided public affairs support to a wide range of medical technology clients. She also gained experience as an intern in both an MP’s constituency office and with the Association of Independent Professionals and the Self-Employed. Annie holds a degree in International Relations from Nottingham Trent University.

Email:
[email protected]
Twitter:
anniecollings24
LinkedIn:
https://www.linkedin.com/in/annie-collings-270150158/

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Austin Earl

Austin Earl

Programme Manager, Central Government, techUK

Austin joined techUK’s Central Government team in March 2024 to launch a workstream within Education and EdTech.

With a career spanning technology, policy, media, events and comms, Austin has worked with technology communities, as well as policy leaders and practitioners in Education, Central and Local Government and the NHS.

Cutting his teeth working for Skills Matter, London’s developer community hub, Austin then moved to GovNet Communications where he launched Blockchain Live and the Cyber Security and Data Protection Summit. For the last 3 years he has worked with leaders in Education across the state and independent schools sectors, from primary up to higher education, with a strong research interest in technology and education management.

Email:
[email protected]
Phone:
07891 743 932
Website:
www.techuk.org,www.techuk.org
LinkedIn:
https://www.linkedin.com/in/austin-spencer-earl/,https://www.linkedin.com/in/austin-spencer-earl/

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Ella Gago-Brookes

Ella Gago-Brookes

Team Assistant, Markets, techUK

Ella joined techUK in November 2023 as a Markets Team Assistant, supporting the Justice and Emergency Services, Central Government and Financial Services Programmes.  

Before joining the team, she was working at the Magistrates' Courts in legal administration and graduated from the University of Liverpool in 2022.  Ella attained an undergraduate degree in History and Politics, and a master's degree in International Relations and Security Studies, with a particular interest in studying asylum rights and gendered violence.  

In her spare time she enjoys going to the gym, watching true crime documentaries, travelling, and making her best attempts to become a better cook.  

Email:
[email protected]

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Authors

Iain O'Neil

Iain O'Neil

Managing Partner- Health, TPXimpact