Unlocking the true potential of digital transformation in the NHS

Health Secretary Wes Streeting’s vision of moving “from analogue to digital” underscores the critical need for digital transformation in the NHS. But this isn’t a new idea. For over a decade, our health system has invested heavily in digital systems and devices, each rollout promising to revolutionise patient care and improve efficiency.

Yet all too often, these tools don’t reach their full potential, delivering limited benefits for patients, staff, or the NHS as a whole. Why? Because technology alone isn’t enough. Successful transformation requires more than IT—it’s a system-wide shift that thrives on collaboration and careful orchestration.

Learnings from Babylon

The story of Babylon Health offers significant lessons for organisations aiming to drive digital transformation in the NHS. Once valued at £3.1  billion and heralded as a revolutionary force in healthcare with its AI-driven services, Babylon's journey ended in bankruptcy in 2023. 

Babylon's ambitious approach highlighted several critical missteps. Despite their promise of a "doctor in your pocket," Babylon’s  focus on rapid growth overshadowed the essential need for a patient-centric service model. Their strategy of aggressive scaling ultimately led to financial instability, operational challenges, and a sharp rise and fall.

This trajectory serves as a cautionary tale for suppliers and innovators in our health system. Our population is changing - and with that, changing expectations - that our NHS are making strides to meet. 

But we know technology alone isn’t enough. 

The learnings from Babylon are clear: rather than pursuing rapid change, we need to prioritise collaboration from within the NHS. Meaningful change in our health system demands a more nuanced and iterative approach.

It’s not about quick fixes or disruptive innovations; it’s about working alongside people within the NHS to make incremental improvements that resonate with the needs of both patients and healthcare professionals alike. With these foundational infrastructures, we can ensure teams are equipped with digital tools to support their day-to-day - and can be built on over time.

Rethinking transformation 

True digital transformation goes beyond deploying technology. One-size-fits-all methodologies fail to address the complexity of real-world healthcare environments. The NHS is a people-driven system made up of diverse teams, pathways, and processes, all of which require tailored solutions.

Effective transformation is a collaborative effort. It demands input from clinical, operational, legal, governance, and technical stakeholders—and everyone in between. By addressing all potential barriers and engaging local teams in co-design, we can ensure solutions are adopted and deliver their full potential while keeping patient wellbeing and care at the centre.

Connecting the dots

The sweet spot of successful digital transformation is bringing together distinct but interconnected areas of expertise.

• Clinical expertise: Clinicians bring invaluable insight into patient care. Their input ensures that transformation genuinely enhances patient outcomes and reflects the realities of day-to-day clinical work.
• Technical expertise: IT teams ensure systems are implemented seamlessly, function reliably, and integrate effectively with existing infrastructure.
• Business process improvement: This focuses on quantifying, measuring, and refining processes to find efficiencies, reduce administrative burdens, and enable staff to focus on delivering care.

Transformation thrives at the intersection of these three areas. Current digital transformation approaches often treat them as separate silos. Instead, by translating between the "languages" of these groups, Trusts can align their goals and unlock meaningful, lasting change where systems are designed to empower staff, improve patient experiences, and deliver true value across the NHS. 

Bringing expertise and technology together

Lasting digital transformation unfolds in two distinct but complementary phases:

1. Laying the foundations with technology

Transformation often begins with what seems like the simplest step: integrating the technology. This involves setting up notifications, digital letters, reminders, and other "out of the box" tools across a hospital or trust.

This phase is vital for two reasons:

• Immediate value: It delivers quick wins for the wider NHS, such as cost savings and improved efficiency. These quick wins help build momentum for the larger transformation effort.
• Building trust: Patients become familiar with the system through consistent communication and engagement, such as appointment reminders, which helps build confidence in the platform and their local Trust.

These tools create the infrastructure needed to streamline and improve processes. They are essential, but they’re only one piece of the puzzle. 

2. Driving transformation with expertise

Once the basics are in place, the focus shifts to clinical and operational redesign. This isn’t about making the technology work—it’s about rethinking how care is coordinated and delivered across the system

In our approach, for example, we work with clinical and operational leaders to map existing pathways, understand them, and reconfigure them underpinned by technology to enhance and uplift existing practices, making them more efficient or intuitive. The aim is to adapt technology to the unique needs of each Trust, not to force them into a pre-set framework.

By engaging all teams within the Trust in co-design, we ensure the solution feels collaborative, not imposed, leading to long-term adoption and success—delivering better outcomes for patients and staff alike.

Reimagining arthritis care: Prof. Chan’s Story

Professor Chan, a rheumatologist in Reading, fundamentally changed his clinical practice with DrDoctor’s tools and expertise.

Historically, his clinic followed a strict schedule—every arthritis patient was seen every six months for a 15-minute appointment regardless of their condition. Most of that time was spent on paperwork, leaving little opportunity for meaningful clinical conversations. It was frustrating for both patients and staff, an inefficient use of NHS resources, and created bottlenecks for others waiting to access care.

He replaced his standardised check-ins with a dynamic, patient-driven system. Now, patients complete questionnaires remotely, providing updates on their symptoms. Prof. Chan reviews the data externally, ensuring stable patients remain in control of their own care. When symptoms fall outside expected ranges, he identifies when it’s time for an appointment, allowing timely and focused interventions. 

This shift created real value and win-win-win scenarios across the board:

• For patients: They avoid unnecessary appointments and gain more time for meaningful clinical discussions when needed.
• For Prof. Chan: His time is spent where it matters most—delivering impactful care to those who need it.
• For the NHS: Clinic capacity is optimised, improving access without adding strain to resources.

Achieving this transformation wasn’t just about plugging in the technology. DrDoctor’s transformation team worked alongside Prof. Chan’s clinical staff, operational managers, and governance leads to design and implement this upgraded pathway. Together, we transformed how care was coordinated and delivered, ensuring every step—from digital questionnaires to booking triggers—aligned with patient needs and NHS goals.

Unlocking the NHS’s digital potential

The NHS has no shortage of innovative technology or committed staff. What’s often missing is the connection between the two. Successful digital transformation isn’t about ticking boxes or following rigid frameworks. It brings together people, processes, and technology to create a system-wide shift.

Digital transformation doesn’t have to be a solo journey. With over a decade of expertise and a proven track record, our transformation team is here to help your Trust unlock meaningful, lasting change.

Contact our transformation experts today to explore how we can make it happen together.