Introduction: redefining ‘Digital’

The term ‘digital’ mustn’t be understood as simply meaning ‘IT’. The implications of digital transformation are much broader than the technology your people are using to do their work.

It is about ‘applying the culture, processes, business models and technologies of the internet and artificial intelligence (AI) era to respond to people’s raised expectations.’ It cuts to the heart of how you understand the needs of the people you serve, how your people work together, how you approach strategic change, how you make strategic decisions and how you deliver change.

‘IT solutions’ never exist in isolation. What can appear to just be software and hardware that can be simply installed and marked as ‘done’ is actually a much more complex reflection of the processes, culture and ways of working across an organisation. When they are successful, new digital services can transform outcomes and how it feels to work for and be served by an organisation. For example, a successful electronic patient record (EPR) implementation can improve data-driven decision making and improve patient and staff outcomes. Enabled, but not driven by technology in isolation. Done badly, they can make poor experiences worse and risk significant unintended and negative consequences. Extra work, staff burnout and increased risk to patients through poorer processes.

Technology is an integral part of delivering services to patients and staff and must be considered as a part of the whole operation of the trust. Similarly, data is increasingly integral at all levels of the organisation. Not least to support boards in making decisions. Digital transformation is not an agenda that can run in parallel to the core business of providing care to patients, it is a critical enabler for achieving your most pressing priorities.

The single most critical success factor in realising the potential of digital transformation is informed, engaged and empowering leadership from senior leaders. This cannot be delegated and requires everybody on the board to play an active role.