The NHS is at a pivotal point in its history. For more than 75 years it has provided free, accessible and world-leading healthcare to people across the country, shaping modern medicine, and becoming one of the UK’s most cherished national institutions in the process.

And yet, the 21^st Century has brought enormous change. The evolution of the internet and advent of the smartphone have transformed the way consumers interact with organisations, and each other, and while much of society has embraced this new digital age, the NHS has been slower to adapt.

Talk to anyone – inside or outside the service – and you’ll hear opinions on why. From funding to pandemic backlogs, cultural hurdles to its sheer size (the NHS is the world’s largest single health system, and sixth largest employer); change in such conditions is always going to be challenging. Nevertheless, it’s understandable that people feel frustrated at how slow things are moving, especially when lives are at stake.

BT has been a trusted partner of the NHS since day one and is committed to helping it navigate technology and embrace the potential it brings. I am also passionate about the NHS, having spent more than 20 years in the service, including senior regulator, provider and commissioner roles. It’s this background, and my belief that technology has a major role to play in shaping its future, which led to BT  launching a major research programme last year, speaking to patients, to NHS staff, and now, to leading minds from across healthcare, policy and business, to understand what’s standing in the way of progress, and how we can collectively do something about it.

Our roundtable was co-hosted by Anu Anand, BBC journalist and podcaster, and myself, and attended by Dr. Paul Bhogal (Consultant Interventional Neuroradiologist), Dr. Michael Quinn (Consultant in Nephrology and Acute Medicine), Rachel Murphy (entrepreneur, health tech advisor and public speaker), Dr. Franz Pfister (CEO & Co-Founder of deepc), Bryce Travers (Digital Lead at ImageEast) and Dr. Amrita Kumar (Consultant Radiologist). It was a rich and rewarding debate; here’s what we agreed on.

Barriers to tech transformation

With many pilots in place at any one time, the NHS is no stranger to trialling with technology. We’re working with it today to introduce electronic patient records and AI-powered communication platforms, such as Diagnostics AI Marketplace, Patient Concierge, Smart Messaging, and Heath Cloud, but too often attempts to introduce modern technology hit hurdles. What exactly did the experts point to as standing in the way?

• Lack of incentives for innovation – responsibility for finding, proposing, testing and championing new technology all too often falls on clinical staff, who are already incredibly busy providing care for their patients.
• A fragmented NHS structure – add to this the fragmented and disjointed structure of NHS trusts and you have a world where no single group of people are incentivised to drive technological transformation in the NHS.
• Short-termism – pressure to address growing waiting lists and plug staffing shortfalls are preventing senior NHS leaders from exploring the long-term solutions that could address these problems more sustainably. As trusts across the country grapple with increasing demands for care with current resources, the NHS needs to find time to build an actionable vision for technology that can support staff in their day-to-day roles.
• Patient journeys are not ready to be digitised – improving the way each patient journey is managed is essential to ensure appropriate care is offered throughout. Patients often don’t have access to their own health data, and records are rarely compatible to be shared either externally or within different healthcare units within the NHS (i.e. GP surgeries, hospitals, specialist clinics, etc.) A platform that is interoperable and that contains all patient data, harmonised to support transfers in between healthcare providers, is crucial. 
• Lack of trust in tech – with the recent explosion in the data economy, stories documenting breaches have created an overall sense of fear and distrust in emerging technologies. The successful adoption of new technologies relies on the NHS's ability to prove how patients benefit from these innovations and alleviate concerns about their data being compromised, misused, or sold off to nefarious third parties.

Digital health: Five priorities for this year

Our roundtable revealed incredible examples of how technology can transform the way patients receive care across the UK and improve the NHS’ productivity – from using AI to help detect suspected abnormalities in breast and chest X-rays, to developing pioneering solutions for early detection of stroke-like symptoms that cut down patient journeys in half.

However, none of these innovations can be scaled to help more patients without a true digital revolution in our healthcare system. Indeed, technology can provide solutions to many of the challenges the NHS is currently faced with, however a true culture shift is required to jumpstart the acceleration of digital health. Drawing from experiences working with or within the NHS, our conversation coalesced at a five-point plan to enable positive change.

1.     Build platforms to scale – once a new technology implemented in a trust has proven to enhance patient care, other NHS bodies should be able to access a governance structure that allows them to implement the same framework across multiple trusts. Quick and easy scalability is the key to ensuring successful pilots are implemented regionally, improving outcomes for both patients and the NHS.

2.     Modernise data infrastructure – harmonisation of data is key to ensuring GPs, primary and secondary care providers are aligned on patient journeys, helping reach the right treatment plans faster. Mandated contracts with trusted technology partners would help trusts implement solutions specific to their needs, while also allowing them to organise and share data in a format that encourages interoperability and communication between other trusts.

3.     National leadership, local delivery – there is a real case for moving certain roles responsible for designing governance frameworks for technological adoption to the frontline of the digital revolution. Similarly, implementing and leveraging vanguards across trusts will allow those who have been successful in implementing technological innovations in their trust to share their framework and support adoption across other regions.

4.     Better communication – there is a real opportunity for the NHS to share more about its technology use and how it improves outcomes for staff and patients alike. The NHS does manage incredibly sensitive patient data, so there needs to be safeguards in place to continue building trust that it is kept safe. However, these should not hinder communications or the implementation of technology – why it is necessary, how it works and, most importantly, why it will benefit patients in the long term.

5.     Shift mindsets to move faster – the pandemic showed us how quickly trusts can respond to crisis and enact change. We must reflect on the key learnings and success stories from the NHS’s Covid-19 response and carry on the proactive, can-do attitude that saw many new policies implemented at pace and efficiently, throughout the country.

Implementing change at scale – especially while pushing for a culture change – can be a slow process. We know how important it is for each step of the NHS’s digital transformation to be carefully considered from all angles, to put patients’ best interests at the heart of each decision. Yet as the world heads from one digital revolution to the next, with new technologies like AI unlocking opportunities never before possible, it’s time for the NHS to leapfrog ahead and lean on trusted partners to help build the digital health future the country deserves.

NHS staff have joined a chorus of voices¹ calling for the rapid rollout of digital technology to tackle growing wait times for diagnosis and treatment, as concerns mount around existing targets to reduce hospital waiting lists in England.

According to new research from BT, three quarters (74%) of NHS staff see future investments in tech as a priority. While NHS employees (60%) also believe more funds should be spent on growing the size of the workforce.

Digital diagnostic tools, such as virtual image streaming, and community-based healthcare services, like virtual wards, are already revolutionising access to health services by allowing patients to be diagnosed and treated from the comfort of their home. However, more than half (59%) of the people working in the NHS believe pilots are taking too long to reach widespread adoption, and that this is ultimately holding back patient care.

The vast majority (93%) of NHS staff see speedier access to diagnosis and treatment as either critically or very important for the future of the healthcare system, and 89% feel the same about curtailing wait times for test results specifically. Hospital waiting lists have reached record levels this year, with 7.7 million people waiting for treatment in August², almost double the pre-pandemic number of 4.43 million; while 1.5 million are waiting for a diagnostic test ³.

The benefits of investment in digital tech are clear, with most NHS workers believing further investment would dramatically improve outcomes for both patients and taxpayers. Four in five (81%) NHS staff believe greater use of digital diagnostic tools would cut NHS wait times, a similar proportion (83%) expect them to improve patient outcomes, and 76% say that they would ultimately cut NHS costs.

This positive sentiment is also felt for virtual ward technology, with 76% believing further investment in this space would cut waiting times, while also improving patient outcomes (77%) and cutting costs too (71%).

Commenting on the research, Professor Sultan Mahmud, BT’s Director of Healthcare, said: “At BT we have spent the last few months listening to thousands of people inside and outside the NHS, and the message is clear: ‘embrace digital tech and cut wait times’. Those on the frontline and behind the scenes have told us that investing in digitally-enabled services like diagnostics, care closer to home, and the careful use of AI in areas like diagnostics and NHS back office functions could help improve productivity.

“We have the technology – what we need now is a co-ordinated approach. Government, citizens, NHS leaders and tech providers must work together to focus on the investment in infrastructure and delivery mechanisms that can help the challenged workforce. This is about realising the digital dividend of improved patient experience and reduced administrative burden for our clinicians.”

BT is already collaborating with organisations such as deepc and AXON Diagnostics on new digital services and is also working closely with the NHS through its Vanguard programme and Clinical Advisory Board, to support greater use of responsible AI and digital diagnostic technology across the health service.

Another new innovation is BT’s Patient Concierge tool, in collaboration with messaging specialists, Soprano, which promises to streamline patient communication, reduce time spent by NHS staff arranging appointments for diagnosis and treatment, and cut missed or double-booked appointments through the smart use of AI. BT says the tool being developed, and already being showcased to customers, will offer bespoke patient messaging solutions for the NHS and other healthcare organisations.

BT’s research found that more than half (53%) of NHS staff think AI will have a significant impact on clinical service delivery, most immediately through automated appointment booking and improving the accuracy of diagnosis. Most NHS staff now agree that AI has the potential to cut wait times (63%), improve patient outcomes (65%) and cut the cost of patient care (56%).

Barriers to success

Three quarters (76%) of NHS workers believe that health tech has already improved the standard of healthcare across the UK. So far this has been driven by increased collaboration with colleagues (70%), and improved training (56%), knowledge sharing (52%) and record keeping (48%). However, there is broad consensus that the NHS remains a long way behind other sectors.

Two thirds (72%) of the people using digital tech in the NHS every day think it is being held back by a lack of integration with other legacy technologies, while half (59%) complain about too many pilots that fail to roll out across the NHS. Others (48%) report that seemingly small gripes, such as needing to re-enter passwords at every turn, are causing frustration and ultimately slowing them down.

Training is pivotal

Two thirds (67%) of those working for the NHS say that digital training must be a key focus of investment in the future of the NHS, with 38% saying confidence using emerging technology is key to its success. The same applies to patients; almost three in five (57%) NHS staff acknowledge that the need to cater to all patients in the country, regardless of tech literacy, could be holding innovation back.

Dr Paul Bhogal, Consultant Interventional Neuroradiologist and member of BT’s Clinical Advisory Board, added: “The challenges facing the NHS are considerable, in some cases chronic, and nobody is under the illusion that the solutions will be simple, but clearly technological innovation is a big part of how we are going to succeed.

“We live in exciting times, especially in the world of diagnostics, and organisations like BT are playing an important role in bringing innovative technology to life in NHS trusts. If we want to improve access to healthcare in the UK, while improving patient outcomes, we must find technology that works, and put it in the hands of those that can put it to work.”

The insight into the opinion of NHS staff on technology use follows BT’s research earlier this summer¹, which polled the general public on what they want to see when it comes to digital technology in healthcare. That research found a similar trend, with patients wanting to see technology play a bigger role in the NHS, and two thirds (64%) believing it to be a worthwhile investment.

Notes to editors.

Research conducted by Cadence Marketing, Part of BiP Solutions, on behalf of BT, polling 121 NHS staff between September and October 2023.

¹ Research conducted by Opinium on behalf of BT, polling 2,063 UK adults, weighted to be politically and nationally representative, between the 21st and 23rd June 2023.

² Consultant-led Referral to Treatment Waiting Times Data August 2023-24. https://www.england.nhs.uk/statistics/statistical-work-areas/rtt-waiting-times/rtt-data-2023-24/

³ Statistics » Monthly Diagnostic Waiting Times and Activity (england.nhs.uk)

New research into public opinion of digital health in the UK shows that the majority of adults want to see the NHS invest more in technology – as speeding up diagnosis and treatment top the list of patient priorities¹.

The research was commissioned by BT, which recently marked 75 years of collaboration with the NHS and is committed to helping support the next phase of its digital transformation.  It reveals that three in five (61%) patients are frustrated with the time it takes to contact a medical professional, and a similar number (59%) with delays in arranging an appointment. Data from NHS England indicates that 7.6 million people in England are waiting for hospital treatment, including 1.6 million waiting for diagnostic tests or scans, the highest figure since modern records began in 2007.²

One area that promises to cut waiting lists is the use of digital technology to enable faster diagnosis and treatment and allow doctors to clear the patient backlog, quicker. BT’s research suggests the public are ready to embrace innovation if it will help, with two thirds (64%) believing technology is a worthwhile investment for the NHS.

The pandemic has radically changed the perception of digital healthcare in the UK, so much so that three quarters (75%) of UK adults would prefer a digital consultation or diagnosis – and one in five (19%) patients are now frustrated if they are asked to visit a GP or hospital for an appointment that could be done remotely.

Saving time is the most popular draw for digital appointments, with just under half (48%) of those asked saying they would choose digital over face-to-face if it meant they could speak to a medical professional quicker. Two fifths (38%) say they’d prefer if the money that would have been used for an in-person appointment was reinvested elsewhere. A third (32%) would welcome digital appointments if it meant they could be seen outside of traditional working hours, while more than a quarter (27%) like the idea of not having to leave the house.

Improving speed of diagnosis and treatment are the public’s top NHS priorities, with nine in 10 (91%) patients believing them to be the most important; making them as high a priority as the NHS remaining free at the point of entry (87%). This need is one of the key drivers pushing patients to the private sector, with almost two in five (38%) saying they’d look outside the NHS if it meant faster treatment.

Similarly, 58% agree that leveraging data and technology can enhance the NHS's effectiveness in preventing illnesses and identifying risk factors earlier in patients' lives, showing significant support towards using tech to help foster a healthier nation.

More than a third (37%) of the UK public would support the use of AI (Artificial Intelligence) to help improve the efficiency and effectiveness of the NHS. A third (33%) of the population picked video and telephone consultations as one of the top three health technologies they’d like to see the NHS prioritise, alongside one in five (18%) that would like digital diagnosis rolled out widely. These practical choices are a much higher priority for the public than robotics (9%) or Virtual Reality (5%).

Discussing the research, Professor Sultan Mahmud, BT’s Director of Healthcare, said: “The NHS is critically important to all of us, with a 75-year-strong track record of embracing new technology. However, as its challenges mount, we need to do more to make sure it’s equipped to keep up with patient demand. It’s clear from the research that the public recognises the link between technology and health. While technology alone can’t build more hospitals or train doctors and nurses, it can make the day-to-day experience of healthcare better for everyone – speeding up diagnosis and treatment, improving the experience of patients, freeing up time for frontline workers and helping budgets go further.”

BT is today announcing it is working in partnership with specialist technology companies deepc and Axon Diagnostics to boost its digital health programme for the NHS and help tackle wait times. The collaborations promise to help free up doctors’ time using AI and unlock the benefits of faster diagnosis for more patients and clinicians in a safe and responsible way. These new services bolster BT’s existing healthcare solutions, which include Virtual Ward & Care programmes to support the NHS with tech to help manage patient care.

• AXON Diagnostics – provides a digital platform that enables faster diagnosis and image sharing. Using a secure streaming service, it allows specialists across the world to access and report live diagnostic information, e.g. scans, safely in seconds. This helps increase capacity across health services by connecting more clinicians and consultants across different locations. It can also reduce reliance on outsourcing.
   
• deepc is a radiology AI platform that can help medical professionals access the clinical value of multiple AI tools quickly and safely via an AI marketplace. It integrates into any hospital environment, streamlining the curation and onboarding effort, offering access to over 50 third-party best-in-breed AI solutions to enable adoption at scale. deepc can onboard AI tech into NHS hospitals that might otherwise typically be overlooked due to their geographic location. AI allows doctors to see more patients and address the existing backlog. The adoption of AI in radiology and pathology is increasing, helping to address the current skills shortage.

Professor Sultan Mahmud continues: “Offering faster diagnosis and helping reduce waiting times, our new digital diagnostics and AI services are designed to help ease some of the pressures facing doctors and nurses today. It’s part of our commitment to stand alongside the NHS, working with clinicians to help more UK Trusts reap the benefits of the latest technology – helping them do more with digital, without increasing their already heavy workload.”

Dr Paul Bhogal, Consultant Interventional Neuroradiologist and member of BT’s Clinical Advisory Board, added: “When we talk about the need to bring new technology to the NHS, we’re not talking about replacing doctors and nurses. We’re talking about taking tools that are already a part of everyday life elsewhere, and using them to make things quicker and easier for patients. BT’s new digital diagnostics and AI partnerships will not only help connect NHS clinicians with patients faster and more efficiently, but they can also help with knowledge sharing, to plug some of the gaps where healthcare services need it most.”

To find out more about BT’s collaboration with deepc and AXON Diagnostics, or its work with the NHS to build smarter, safer and more efficient healthcare for everyone, please visit here.

ENDS

Notes to editors

¹ Research conducted by Opinium on behalf of BT, polling 2,063 UK adults, weighted to be politically and nationally representative, between the 21st and 23rd June 2023

² NHS waiting list in England hits record 7.5 million | The Independent

It’s a promise that’s held true to this day – and though times have changed immeasurably since 1948, the right to free healthcare is still there for those who need it across the UK. Whether it’s helping deliver a new baby into the world, a trip or accident that requires treatment at A&E or a lifesaving operation, all of us, at some point, will have been supported by the NHS.

In the run-up to the NHS’ 75^th birthday, I have been thinking about what it means to people – not just to our colleagues in BT’s healthcare team, but to communities across the nation. Personally, I started working in the NHS because I wanted to help people. And it’s this desire to help people and provide free healthcare to everyone, no matter your background or circumstances, which makes the NHS so treasured. It’s also one of the main reasons I joined the NHS and why I had such a fulfilling career spanning more than 20 years.

While I no longer work for the NHS, I’m still deeply passionate about it. When I joined BT, I knew I was working for a company that also cared about our National Health Service – and one thing that became immediately clear looking back at our shared history together, was just how forward-thinking the NHS has been in embracing technology, right from the start.

A long heritage of innovation

In recent years, the onset of the Covid pandemic has seen the health sector embrace digital technology at a rapid pace – by some estimates, making as much as seven years’ progress since it hit. And while the pandemic was undoubtedly a catalyst for innovation, it may surprise you to know just how much technology has played an important role for the NHS from the very start.

Looking through the BT archives, it’s clear that telecoms and tech have been there since the beginning. For example, in 1948 we stood alongside NHS colleagues, working to introduce new technologies to support the needs of patients, such as increasingly advanced hearing aids. And over the following decades we supported the health service as it rolled out even more innovations, including mouth-controlled communications devices for those who needed them.

In the 1980s we developed radio pager systems for doctors and consultants which meant they could be alerted to an issue wherever they were in the hospital and could respond in a much faster way. We also pioneered an image transfer service that made it possible to carry out remote diagnostics – an area of medicine we continue to innovate and build on to this day.

As a trusted partner to the NHS, BT’s biggest strength is in its world class networks – and it’s these that have underpinned a lot of NHS systems over the years. From creating the HealthNet network and the NHSNet Intranet in the Eighties to getting the NHS Direct helpline off the ground in the Nineties to offer round-the-clock advice to patients, we’re proud to have worked together during some key milestones.

More recently, during the Covid pandemic, we worked with the NHS to install fibre connections at speed to the NHS Nightingale hospitals, as well as a network of vaccination centres across the UK.

Working together to transform health services

At BT, we’re committed to using tech to help build smarter, safer, more efficient healthcare services for everyone. Our approach to partnering with the NHS is based on trust and collaboration and as we enter a critical phase in the organisation’s history, we will continue to support its ongoing transformation and make sure everyone can harness the power of digital health services.

To enable this change, and to ensure that we’re creating technology and services that will continue to make a difference on the frontline, BT established a Clinical Advisory Board last year. It means that everything we do is clinically led and digitally enabled.

So what’s next? We’re working hand in glove with the NHS, and other expert partners, to co-create solutions to the challenges it faces. From virtual ward and virtual care technology that will help more patients to be monitored safely from the comfort of their own home, to remote diagnostics which connect clinicians with patients wherever they may be – we are leveraging technology to unlock benefits for patients and the NHS alike and support healthcare staff in providing the greatest care tomorrow, as well as today.

Today is a day to celebrate the NHS, to pay tribute to an organisation that has achieved so much and helped so many. And, to look ahead at what’s next for digital health: because while we know rock-solid networks and new technology can’t build more hospitals or train doctors and nurses, it can surely make the day-to-day experience of healthcare better for everyone.

Happy 75^th birthday NHS. Here’s to many more to come.

BT Group today announces the launch of its virtual wards programme aimed at healthcare customers across the UK. The move is part of BT’s ambition to work together with the NHS to build smarter, safer, more efficient services for everyone.

Virtual wards give patients access to the healthcare services they need remotely, safely and conveniently, outside of a hospital setting. This follows BT research that found 74% of NHS staff agree that technology helps to deliver better quality care, while the current standard of technology at work is a source of stress for 49%*

BT’s virtual wards programme is delivered in partnership with pioneering healthcare technology companies, such as Feebris, alongside the creation of its own solutions.

From smart devices that monitor health conditions like COPD and heart disease, to AI-backed software that enables clinicians to perform virtual ward rounds, the new solutions are now available for BT’s customers in the healthcare sector.

One of BT’s new digital health partners, Feebris, will help deliver virtual ward and virtual care solutions through its virtual care platform, using Artificial Intelligence (AI) to enable community healthcare professionals and patients to capture reliable health information in real time and assess the risk of conditions worsening quickly. The technology is used across care homes, community nursing and virtual wards.

Today’s launch marks an important milestone for BT in its commitment to working alongside healthcare providers to unlock the power of technology and improve health services across the UK. Its ‘clinically led, digitally enabled’ strategy sees BT work closely with the NHS and other healthcare providers from the first conversation, right through to tests and trials and rolling transformative technology out across the front line.

NHS research** has cited the benefits of virtual ward care, including a 50% reduction in re-admission rate, £1,047 in estimated savings per patient when using a virtual ward, while 94% of patients felt more confident about being able to manage their condition from home.

The new partnerships with health tech leaders like Feebris were set up by Etc., BT Group’s incubation hub, as it works to develop a portfolio of remote monitoring services to support both primary and secondary care providers.

In addition, through Etc., BT Group is developing a broader virtual ward solution, designed to enhance and accelerate the impact of these types of service for health providers. Having recently been awarded the IoT Breakthrough Award for Digital Health Innovation, the new product aims to solve some of the biggest challenges in healthcare settings, drawing on new partnerships as well as new technology to support clinicians and patients directly. It will be launched later this year.

Further extending its support in the healthcare market, BT is also forging other partnerships with leading technology companies outside of virtual wards, such as my mhealth. The my mhealth digital therapeutic platform provides personalised, evidenced-based, digital interventions for patients across four long-term conditions; asthma, COPD, diabetes and cardiovascular disease. Accessible via the app or online, patients are provided with the digital tools they need to self-manage their condition effectively with confidence i.e. rehabilitation, accredited education courses, care plans, medication management and much more. Additionally, clinical teams can use the clinical dashboard to facilitate self-management, empowering patients to regain control over their condition.   

The roll-out of the new virtual wards, virtual care and digital health programme, is delivered by BT’s dedicated healthcare team, led by in-house healthcare professionals and guided by an external Clinical Advisory Board.

Professor Sultan Mahmud, BT’s Director of Healthcare, said: “With health services facing exceptional demand – as thousands of patients await discharge and pressure on clinicians grows – we are launching our virtual ward and virtual care programme at a critical time for the NHS.

“These new virtual healthcare partnerships will help deliver a better service for everyone – enabling clinicians to safely monitor patients at home or via community care, freeing up hospital beds for those who really need them, and relieving the pressure on our frontline services.”

Feebris and my mHealth are available now at BT. For more information please visit: business.bt.com/virtualward.

 ENDS

Notes to editors

*BT’s Healthcare team commissioned an independent survey of 197 staff at 136 different NHS and Integrated Care System organisations within the NHS. The survey was carried out online between the 8th - 30th November 2022.

 **NHS research:
NHS England - https://transform.england.nhs.uk/covid-19-response/technology-nhs/remote-monitoring-for-patients-with-chronic-conditions-in-the-midlands/
British Journal of Healthcare Management - https://www.magonlinelibrary.com/doi/full/10.12968/bjhc.2021.0073

Nearly three quarters of NHS staff believe technology could help transform patient care in England, with more than 80% claiming it could attract more ’digital natives’ into the workforce, according to a new study by BT.

The research, which polled respondents at 136 different NHS and integrated care organisations within the NHS, indicates that NHS staff view technology as a key aspect of healthcare, but the intended benefits are not always felt where they are most needed.

BT is committed to working together with the NHS to build smarter, safer, more efficient services for everyone. It says the study proves the need for new technology but also notes the challenges reported by NHS staff on how health services are adopting this tech on the frontline. 77% of respondents cited lack of funding as a major hurdle, while a lack of existing skills and resources (75%) and areas with no connectivity (58%) are also issues.

The research suggests that greater communication around technology adoption will help overcome these barriers, with half agreeing that regular feedback sessions (50%), evidence of benefits (51%) and having a clear roadmap (55%) will improve technology adoption and enhance their own role. There are also strong calls for more co-creation during the development of solutions. 79% cite the benefits of PPI groups (patient, public involvement) as part of any technology design or deployment project within the NHS.

Staff are the enablers, and tech can help boost recruitment

The study shows that healthcare professionals view technology as having an important role to play in addressing one of the biggest issues facing the NHS today: staff shortages. 74% want their organisation to invest more in new technological solutions and software to help attract new staff, and 83% think it can help to attract a younger workforce from digitally native generations.

Despite recognising the benefits digital technology can bring for healthcare services, the study also shines a light on some of the challenges to progress. The current standard of technology remains a source of stress for nearly half (49%) of NHS staff. They are under considerable pressure, and staffing levels and burnout (42%) are seen as the biggest barriers (outside of funding) to digital transformation. This is followed by cultural resistance to change (37%) and workforce availability and capability (37%). 75% feel that team capacity (e.g. lack of relevant skills and / or resources) is slowing innovation.

Evolving infrastructure through collaboration

While healthcare professionals say the approach to technology adoption needs to evolve, so too does the infrastructure required to support the latest innovation. However, fully connected, interoperable systems, which enable staff to seamlessly connect to apps and solutions are seemingly a little way off.

Nearly all respondents (98%) agree that network, Wi-Fi infrastructure and mobile technology are critical to future innovations in the delivery of healthcare, but 58% suffer from building not-spots (areas that receive little or no connectivity) and 51% have to switch between devices to carry out tasks. Consequently, 59% cite difficulties implementing new technology with existing systems and almost one in four (24%) have reverted to older processes due to connectivity issues.

Professor Sultan Mahmud, BT’s Director of Healthcare, said: “It’s clear from this research that NHS staff have a real belief in technology and its potential for delivering greater healthcare for everyone. However, it’s also clear that we need to work together to evolve the approach to adoption and infrastructure. This is about making sure technology is a driver: easing staff stresses, supporting recruitment, unlocking digital transformation, and delivering better patient outcomes. The NHS needs partners that will stand alongside it shoulder-to-shoulder, and BT is proud to be on that journey.”

To support NHS Trusts with this ongoing challenge, BT has launched its Vanguard Programme. The ‘clinically led, digitally enabled’ programme sees BT partner with NHS Trusts to co-create technology that is specifically developed for the challenges healthcare providers face. The programme focuses on the needs of patients, clinical staff, administrators, or the many others who are critical to delivering care.

Dr Tim Ringrose, President, Digital Health, Royal Society of Medicine, added: “The NHS finds itself under immense pressure and it needs partners that are able to really listen and co-create solutions that have a positive impact on workloads and patient experience. We can all see the potential technology can have, but right now it’s not always deployed in the right ways. Our mission is to share healthcare learning and support innovation, and the future of our healthcare system is dependent on working with partners that have similar commitments.”.

Further data and analysis can be found in BT’s new 2023 report, ‘Mind the Gap! Delivering digitally enabled change to the NHS’.

Methodology  

BT’s Healthcare team commissioned an independent survey of 197 staff at 136 different NHS and Integrated Care System organisations within the NHS. The survey was carried out online between the 8th - 30th November 2022.