Since its foundation 75 years ago, the National Health Service (NHS) has seen the advent of many technological advancements. Digital transformation across the NHS are improving the institutions’ operations, and more importantly patient care.
However, a recent House of Commons Health and Social Care Committee report, ‘Digital transformation in the NHS’ (June, 2023), outlined five major areas where the government needs to act regarding the NHS. One of these areas focused heavily on staff and patients’ ability to interact with NHS software.
This lack of focus on end-user experience is not just a key challenge. It’s a glaring oversight that could jeopardise the entire success of the NHS’s digital transformation. The government must recognise that the healthcare professionals and patients who rely on these digital tools are not just passive users but active participants in the healthcare system. Neglecting their needs and experiences hinders efficiency and effectiveness, and risks undermining the very essence of healthcare and the foundations on which the NHS stands – the well-being of individuals.
Lessons from the private sector
While the private sector builds products with data privacy and customer-centricity at its core, the government tends to focus broadly on regulations without considering the end users’ needs. When it comes to the NHS, the excessive focus on regulations creates unmanageable and inaccessible systems that hinder efficient access to data, harming patients and healthcare professionals who experience neglect.
The private sector, driven by competition, constantly innovates, resulting in customer-centric products that prioritise both legal and regulatory compliance and user satisfaction. These products not only adhere to data privacy and regulation but also emphasise a seamless and user-friendly interface.
The NHS should draw learnings from the private sector to create smooth, user-friendly digital experiences that save crucial time in patient healthcare journeys. To achieve this and empower patients and practitioners, the NHS should adopt a customer-centric akin to that of successful private-sector companies, placing users at the heart of digital infrastructure development. By prioritising the needs – and preferences – of patients when designing digital frameworks, efficiency will be enhanced, unnecessary bureaucracy reduced, data accessibility made seamless, and trust and compliance with data privacy laws strengthened.
A new approach to data management
The first step for the NHS digital transformation journey should be to invest in secure and efficient data management systems. The focus here is twofold. Not only is it imperative to keep patient data safe and confidential, but it also enables GPs and other medical personnel to access comprehensive patient records, regardless of where the care was provided.
Putting data back into the hands of the patient
In addition to facilitating healthcare providers’ access to patient data, it is important for the NHS to prioritise interfaces that empower patients to access and manage their own personal data. Patients should be informed about their current state of health to make well-informed decisions regarding their healthcare journey. Easy access to their data is essential for streamlining diagnosis or treatments. For example, by accessing their own data, a patient may make a more informed decision to opt for specialised private treatment.
Currently, however, manual data processing and handling result in physical paperwork still being passed on. This manual approach to data processing in the NHS can negatively impact patient care. The time-consuming nature of the manual transfer of physical paperwork can delay critical patient information from reaching the right healthcare professionals in a timely manner. Moreover, this system is prone to human errors, which may result in inaccuracies in patient records, potentially leading to sub-optimal care or even adverse health outcomes. Transitioning to modern data management systems would streamline operations and improve the quality of patient care by ensuring accurate, real-time availability of patient data.
Digitising the data processing system could also enhance collaboration between private and public healthcare providers. In a digital system, patient records could be shared seamlessly and securely among healthcare professionals, regardless of whether they work in private practice or public hospitals. This interconnectivity would facilitate more informed decision-making processes, as each provider would have access to the patient’s complete medical history. Thus, the patient-first approach, centred on providing personalised, integrated care, would be significantly bolstered. Patients would no longer need to recall or carry their medical records from one provider to another, and their treatment plans would be based on a comprehensive view of their health status. This shift in approach represents a significant stride towards achieving truly patient-centric care.
Charting a digital future of NHS transformation
User-centric design and streamlined data management play a pivotal role in the NHS’ effectiveness in patient care. Prioritising usability and facilitating seamless access to patient data for healthcare providers and patients alike, the NHS can bridge gaps in care, improve outcomes, and empower individuals in managing their health. These changes are not mere ‘upgrades’ but essential steps toward establishing the foundations of a true digital transformation for the NHS.
The result? I believe will be a healthcare system that truly serves the needs of its users and delivers better, more accessible care to all.
By Suki Dhuphar, Head of EMEA at Tamr
