Seventy-five years on and despite a lot of changes in the National Health Service (NHS) and the world, a constant is that the NHS has been reliant on good communications through every step of its care journey. With digital transformation across every touchpoint within the NHS, the way staff, patients, and clinicians communicate has never been so significant.

Here we take a look back at key technologies that have revolutionised the way communication takes place and created the framework to deliver modern-day digital and self-service environments.

Electronic Health Records (EHR)

The transition from paper-based medical records to electronic systems greatly enhanced communication and information sharing within the NHS. The history of using computerised records in general practice can be traced back over 50 years to 1970 when John Preece became the first GP to use a computer in the consulting room.

Ten years later, the government-sponsored “Micros for GPs” involved 150 UK practices, laying the foundations for further innovation. By 1996, 96% of general practices were using computerised record systems. Following this, the NHS Connecting for Health business plan 2004/5 took this one step further and set out the goal for all patients to have a centralised electronic health record by 2010. (Source: National Library of Medicine)

Telemedicine and telehealth

The initial drive for telemedicine was to enhance healthcare in rural locations, allowing patients to consult with healthcare providers without the need for in-person visits. However, despite a period of innovation and research into telemedicine in the late 1990s, the use of video consultation failed to become mainstream in the UK until the COVID outbreak in 2020.

Digital imaging and radiology

Digital imaging technologies, such as X-rays, CT scans, and MRI, enabled better collaboration between healthcare professionals, enabling faster diagnoses and consultations and that records of patient conditions could be easily stored, shared and accessed. The use of advanced materials, such as Rogers PCB, in medical imaging equipment has further improved the precision and reliability of these diagnostic tools, ensuring high-quality patient care.

Mobile communication and apps

In 2011, the Guardian reported that just under half of the UK population owned a smartphone. Move forward just four years, and in 2015 according to Health Business UK, more than 95% of doctors and nurses were using smartphones.

Using mobile apps has had a significant impact on the NHS, simplifying information and communication through unified communications applications such as 8x8 Work. The adoption of mobile apps now allows clinical staff to monitor difficult patient conditions and provides instant access to patient information, test results, and consultations. Mobile apps also empower patients to access health information, book appointments, and monitor their own health.

Unified communications systems

The adoption of unified communications systems has had the biggest impact on communication since the introduction of the telephone in 1876. The term arose in the mid-1990s, meaning the unification of voice communications, text messages, and presence within one communication platform.

Enabled by the rise of the internet, unified communications transformed internal communication within the NHS providing instant collaboration among healthcare professionals, regardless of their physical location, leading to faster decision-making and improved care coordination. Since then, 8x8’s platform has taken this one step further, incorporating contact centre functionality for front-desk teams handling multiple enquiries, and CPaaS capabilities, as well.

Artificial intelligence (AI) and machine learning (ML)

AI technologies are increasingly being adopted within the NHS to analyse vast amounts of data, identify patterns, and provide clinical decision support. AI-powered systems such as 8x8 Intelligent Customer Assistant are being used in communications to provide predictive analytics and personalised treatment recommendations, ultimately improving patient care.

What’s next?

As technology advances, patient demographics change, and demands increase for self-service environments and remote access to clinicians and appointments, we will see a rise in the use of patient engagement portals (PEP) and better integration between applications. Currently, just 53% of NHS Trusts have PEPs in place and NHS England aims to achieve NHS App and PEP integration in 80% of Trusts in 2023, according to the Stotles NHS Supplier Handbook.

Summary

There have been cultural and technological changes over the past 75 years, but fundamentally in the NHS, the basic need for good communication to meet the healthcare needs of the population has remained constant. That is why 8x8 is committed to delivering future-proof communications solutions to the NHS that connect staff, increase operational efficiency and improve patient experiences.

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