Embracing innovation has the potential to meaningfully transform the NHS

The NHS has already embarked upon several initiatives to digitalise and transform its services, including moving from current legacy systems to cloud-based or other digital platforms, and the adoption of AI technologies to increase automation to support healthcare professionals. In Spring 2024, it was announced that the NHS Productivity review would provide £3.4m in capital funding for AI, digital and other tech-related investments, in order to improve NHS productivity in the next (now current) parliament. It was estimated that this investment has the potential to unlock £35 billion in savings between 2025-2030.

The move from legacy systems marks an ongoing effort across the NHS to uproot entrenched systems that are often unable to communicate with one another, slowing clinical workflows. While upgrading from legacy systems helps the NHS respond to immediate practical challenges, the adoption of AI might be seen as more of an out-of-reach future ambition given current resources. Yet the current landscape shows that AI is here to stay - NHS teams across the country are beginning to roll out AI systems that highlight patients with health needs, escalate those in need of care, and predict those in need of admission. Indeed, successful piloting of AI software in Mid and South Essex NHS Foundation Trust has seen the number of ‘did not attends’ (DNAs) reduce by nearly a third in 6 months - representing a potential saving of £27.5 million per year for the trust if they continue with the programme. Missed appointments cost the NHS roughly £1.2 billion a year - if the same reduction in DNAs were to be achieved using the software in trusts across England, the NHS could save £400 million a year. 

The sheer scale of change required may at first appear insurmountable - but this need not be the case; embracing innovation can start small and begins with putting users at the heart of change. Below, we outline ways in which Trusts can do this, and start to build an NHS fit for the future.

Make small changes

• Embrace solutions already on the market: While future AI technologies and developments can promise infinite possibilities far from our current reality, off the shelf AI products and software can offer major efficiency gains in areas of greatest concern. The ‘C the Signs’ app uses AI to help nurses check symptoms and identify those at risk of cancer earlier, and has been used across health systems such as Central London. Meanwhile, HeartFlow’s AI technology scans CT images to create digital models, providing new insights, and helping streamline CT services at Manchester University NHS Foundation Trust. While in house designed AI solutions, or those created in partnership between the NHS and private sector or academic institutions provide tailored solutions, there are a variety of off the shelf solutions to already benefit from and explore. 

• Act on the quick wins: Embracing innovation begins with changing mindsets, building support, and demystifying the adoption of proposed solutions. Small, short-term pilots with an appropriate test base can evidence benefits to those reluctant to adopt greater digital initiatives, rooting future potential in current results. At the Velindre Cancer Centre in Wales, The PSC developed a dashboard to increase service productivity and improve outcomes by monitoring patient needs and providing a holistic view of patients’ journeys. We started with one site, and using data already available, we worked to collate and display information that responded to user needs, unlocking quick wins in efficiency and building wider support to see dashboards rolled out across the region and to each site.

Put users at the heart of innovation

• Respond to user needs: Whether adopting new AI tech or migrating entire workflows away from legacy systems, embracing change and innovation relies on effective change management and support. Starting with user research, The PSC worked with the NHS and Social Care to design a Real-Time Messaging service that alerts homecare workers to their client’s location in the event of hospital admission. By taking a user-centred approach, we built grassroot support that could lead to high utilisation and a more agile system that improves communication between hospitals and carers.

• Offer assurance: Staff may have hesitancies in adopting new tech, especially if they’re left with unanswered questions, have not been offered training to actualise an innovation’s potential, and are left unconvinced that the proposed solution will lead to real benefits. The PSC supported the OneLondon Partnership in establishing and managing their OneLondon Health Data Strategy Programme, driving the use of data at scale. This programme covers London’s 10.6M residents, and relied on the design of a cross-London ‘Health Information Exchange’ working across over 10 London data teams to consolidate and scale the necessary data to succeed. To build widespread support and to enable new ways of working and collaboration, we worked across teams to articulate a shared vision, share wider learnings, and co-design a roadmap to implementation with staff so they felt empowered and assured to realise the programme’s benefits.

The PSC exists to make public services brilliant. We work with our clients, using data science and user-centred design to co-create new digital services, ensuring they deliver strong outcomes, are in harmony with teams and working practices, and inclusive to everyone. If you have a project or challenge that would benefit from starting-small and putting users at the heart of change, we would love to talk to you about how our Digital Team can help - please get in touch at hello@thepsc.co.uk.