Building a Digital NHS around our users

Following the release of the NHS 10-Year Plan, Humber Teaching NHS Foundation Trust’s Chief Information Officer shares his perspective on how pushing forward with digital solutions will be key to successes going forward. As well as his CIO role, Lee Rickles is the Programme Director at Interweave and for Yorkshire & Humber Care Record working towards the national goals for shared care records.

Building a Digital NHS around our users by Lee Rickles, Chief Information Officer, Humber Teaching NHS Foundation Trust

In today’s NHS, we find ourselves at a pivotal moment. As technology continues to evolve, so too must our approach to digital transformation. But if we’re to build systems that truly support healthcare delivery, we must move beyond thinking of digital as something that simply serves the organisation. Instead, we must design services that are genuinely centred around the people who use them - our patients and our staff.

A user-centred approach is not just a design philosophy, it’s a practical necessity. When we give users the right tools, they become their own champions. Whether it's a nurse accessing information at the point of care or a patient managing a long-term condition, people thrive when systems are intuitive and responsive to their needs. This means stepping away from technology for technology’s sake and focusing instead on creating digital experiences that feel as natural and supportive as the care we aim to deliver.

The NHS App is a clear example of both the opportunity and the challenge. It has become a central digital front door for millions of people, but it must continue to evolve based on user needs, not just technical capabilities. For the NHS App to reach its full potential, it must offer a complete picture of a person’s care. That includes information from community services, mental health providers, and other parts of the system that are too often disconnected. Connecting these services to the app is essential if we are to offer patients a seamless experience.

Equally important is our commitment to open standards. We must move towards a consistent, shared approach to how we store, share, and manage patient records. Too often, information is locked in silos, making it harder to provide coordinated, efficient care. Open standards ensure that records can follow the patient, regardless of which part of the system they interact with. The new Data (Use and Access) Act 2025 will reinforce this, mandating that all health and care system suppliers build interoperability into their products by default. The shift from closed systems to connected ecosystems will be transformative.

Alongside better data sharing, we must also seize the opportunity to deploy artificial intelligence in ways that meaningfully improve care. This will see us using practical tools that ease pressure on staff and enhance the patient experience today. One example is ambient voice technology, which can automatically transcribe conversations and clinical notes directly into systems like SystmOne. Another is AI-assisted care planning, which can help staff produce high-quality documentation faster and with greater consistency. These tools are becoming a necessity to keep up with rising demand and delivering care safely and efficiently.

As we invest in innovation, we must not lose sight of the basics. Cybersecurity remains an essential part of our digital foundation. Patients trust us with their most sensitive information, and that trust must be earned every day. Keeping our systems secure and well-maintained is critical. No digital ambition can succeed if it isn’t underpinned by a strong, safe infrastructure.

We are also working towards the creation of a Single Patient Record, built using the same agile methods as modern commercial systems. This means building in increments, remaining flexible and focusing on the needs of the user. The goal isn’t to build a one-size-fits-all platform, but to create a system that can adapt, integrate, and grow alongside the people it serves.

Finally, the upcoming Federated Data Platform will offer us the ability to bring together data from across the country in a meaningful way. By creating a joined-up data layer across England, we can significantly reduce duplication in analytical work and free up data scientists and analysts to focus on insight and improvement rather than reconciliation and manual reporting. It's about unlocking the full potential of our data, while always respecting privacy and governance.

This is a moment of opportunity for the NHS. By putting people and patients at the centre of our digital journey, we can build a future where technology genuinely supports care, empowers staff and enables patients to play an active role in their health. The challenge ahead is real, but so is the potential. Let’s build the NHS we all want to see, one thoughtful and user-centred step at a time.