90% of UK’s leading health providers accelerate digital transformation plans in response to Covid-19

  • 98 per cent of NHS staff have seen increased demand for remote health services in the past 12 months, according to new BT study
  • 71 per cent are concerned that patients lack adequate skills and access to digital services
  • Majority of participants recognise that network infrastructure is essential for future transformation, but adoption remains sluggish

30 June 2021 - The UK health sector is fast accelerating its digital transformation plans in response to the surge in demand for remote services during the Covid-19 pandemic. This is the conclusion of a new study by iGov and BT which explores how health organisations across the UK are adopting new approaches to patient care in the Covid-19 era. The survey of 70 organisations across the NHS and Clinical Commissioning Groups (CCGs) reveals that digital transformation sits high on the healthcare agenda, driven by demand in remote services (80 per cent), rising patient expectations (71 per cent), and pressures from the pandemic (65 per cent).

Digital transformation of the sector is seen to be so critical in delivering better patient care, that 86 per cent of respondents plan to bring forward their timelines this year to embed better technology infrastructure and adoption.

But despite the sector’s clear ambitions to digitise healthcare services, NHS staff cite considerable barriers to technology adoption. Whilst cost is traditionally perceived as the biggest challenge in the public sector, the study indicates that concerns over cost (39 per cent) are far outweighed by a cultural resistance to new digital processes (60 per cent). For instance, whilst 97 per cent of UK adults have used technology this past year to connect with the NHS, only 18 per cent of health organisations currently use patient health apps. This is despite almost 70 per cent acknowledging smart apps contribute to better patient service. Similarly, only 40 per cent of NHS staff use an online booking system, undoubtedly causing delays and reduced level of service during the national lockdown and social distancing measures this past year.

When asked about the biggest barriers to delivering healthcare remotely, NHS staff cite a lack of digital skills and access for both healthcare colleagues as well as patients. Though almost all (98 per cent) of respondents have experienced a surge in patient demand for remote services, 71 per cent say that a patient’s ability to use and access digital services without assistance remains an issue. More than half also say they don’t have the systems in place to access critical systems such as patient records in real time. Even with some remote health services in place, 43 percent have reported difficulty connecting from remote locations successfully.

Professor Sultan Mahmud, Director of Healthcare, BT’s Enterprise unit says: "Despite the unprecedented pressures the NHS is facing, it’s fantastic to see the new level of optimism and ambition from NHS colleagues in fast-tracking digital innovation in the aftermath of the pandemic. But we know that there are considerable, resource, technological and cultural challenges which still need to be addressed to reap the benefits of digital innovation. With almost 5 million people waiting for operations in England alone - the highest since 2007 – digital technologies and solutions must be deployed at pace to help the NHS to deliver flexible, personalised, and anticipatory care to patients and release capacity wherever possible. And that’s where BT can help.”

“The survey indicates that over 70 per cent of NHS strongly agree that the strength and reliability of their network, wi-fi infrastructure and mobile technology will be essential to the next phase of their digital transformation strategies. As a critical enabler for the country, BT’s infrastructure, technology expertise and commitment to innovation can support healthcare organisations across the UK to transform levels of patient care for the better.”

Since the Covid-19 crisis began, BT has provided support for all its customers – from providing unlimited data for broadband customers and offering unlimited mobile data for any NHS staff on EE, through to supporting the homeless, connecting the NHS Nightingale hospitals and over 180 vaccination sites, and providing hundreds of free digital skills and educational resources. BT has already reached its original goal of helping 10 million people across the UK with digital skills, five years ahead of schedule, and has set a new target to reach 25 million people by the end of March 2026 through its BT Skills for Tomorrow programme. The resources provide support in a wide range of areas – from home-schooling to business webinars and include help for people with low or no digital skills to ensure they can keep in touch with loved ones and access vital health services.

To access the full report: “Progressing Digital Transformation in Healthcare in 2021”


Notes to Editors

BT supporting NHS through the Covid-19 pandemic and beyond

To help patients stay connected in ICU wards, BT has also partnered with Kings College London and Guy’s and St Thomas Hospital on the Life Lines project, enabling relatives to see and speak to their loves ones being treated in intensive care via a 4G enabled tablet. The programme has been so successful, it has recently reached 100, 000 connections in 180 ICU wards and is now being rolled out widely right across the country.

BT also continues to collaborate with the Universality Hospital Birmingham (UHB) NHS Trust on to transform the way it delivers care to patients. The remote solution enables clinicians to provide remote clinical support using digital stethoscopes and ECG’s to review patients – away from their locations and in real time – to reduce patient care time and enhance NHS efficiency for staff already so time-constrained.

BT Group’s mobile network EE has also supported NHS workers throughout the pandemic by gifting them unlimited data. Since launching in April last year, more than 300,000 NHS staff are benefitting from unlimited data on the UK’s most reliable mobile network. This is in addition to the 20 per cent discount that EE already offers NHS staff on their monthly line rental for their mobiles and tablets when they join or upgrade directly with EE.

About BT

BT Group is the UK’s leading telecommunications and network provider and a leading provider of global communications services and solutions, serving customers in 180 countries. Its principal activities in the UK include the provision of fixed voice, mobile, broadband and TV (including Sport) and a range of products and services over converged fixed and mobile networks to consumer, business and public sector customers. For its global customers, BT provides managed services, security and network and IT infrastructure services to support their operations all over the world. BT consists of four customer-facing units: Consumer, Enterprise, Global and its wholly-owned subsidiary, Openreach, which provides access network services to over 650 communications provider customers who sell phone, broadband and Ethernet services to homes and businesses across the UK.

For the year ended 31 March 2021, BT Group’s reported revenue was £21,331m with reported profit before taxation of £1,804m.

British Telecommunications plc is a wholly-owned subsidiary of BT Group plc and encompasses virtually all businesses and assets of the BT Group. BT Group plc is listed on the London Stock Exchange.

For more information, visit www.bt.com/about