Ben Jones

A lot of interesting conversations at #NHSConfedExpo Day 2 in #Manchester, but a few themes kept popping up. Firstly, technology alone doesn't drive productivity. One panel shared an example of a Trust with over 10 years of EPR use that had grown significantly but wasn't necessarily more productive. The challenge isn't just digitising paper processes, it's using technology as an opportunity to redesign them. There was still plenty of discussion around "pilot fatigue". Rather than constantly reinventing the wheel, the focus should be on taking evidence from technologies that are already working elsewhere and understanding what local factors need to be considered before implementation. Several discussions also highlighted, rightly, that successful adoption depends as much on people as technology. The biggest gains come when organisations invest in training, redesign processes and give staff the confidence to work differently. As someone working in digital mental health, I was particularly interested in the session on outcomes in community mental health. It was great to hear a patient perspective on the panel and to see #NHSTalkingTherapies recognised as an example of what can be achieved through consistent, standardised outcome measurement. Outcomes shouldn't just be collected to satisfy reporting requirements; they should be used to guide treatment decisions, identify gaps and demonstrate impact. One comment that I loved – ‘The next phase is not better dashboards alone – it is better evidence-based pathways, that are digitally enabled and outcome aware’ – to me described the PCMIS Health Technologies evidence based approach to developing and implementing impactful digital clinical tools. One thing that surprised me was hearing that outcome level data to demonstrate patient improvement and service impact isn't always reaching board-level discussions. If we want truly data-driven services, that feels like an opportunity. The AI sessions were refreshingly grounded too – considering AI is the elephant in the room. The message wasn't "AI will solve everything". Instead, it was about finding focused tools that solve real problems, ensuring staff understand how to use them, and embedding AI skills, governance and training into the future workforce. The day finished with a message from the Secretary of State for Health & Social Care James Murray: "The task is to use reform to accelerate recovery' and 'tomorrow must come to the aid of today." The NHS doesn't need innovation for innovation's sake. It needs the confidence to scale what works, measure what matters and give staff the tools they need to deliver better care and outcomes – and in digital mental health technology PCMIS Health Technologies is guided by this principle. #NHSConfedExpo #DigitalHealth #MentalHealth #NHSInnovation #AIinHealthcare #ClinicalOutcomes #PCMIS #DigitalMentalHealth #PatientFirst #Innovation

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How do you scale quality and regulatory assurance across 20 million customer contacts? For British Gas, the answer was moving beyond manual, sample-based assessments to automated QA and regulatory assurance with CallMiner. Since launch, British Gas has delivered millions of automated assessments, giving teams consistent insights to strengthen coaching, improve performance and provide greater assurance that quality and regulatory obligations are being met. The results include: 📈 ~10% improvement in quality scores against its Five Steps to Customer Excellence framework 🎯 Multiple regulatory assurance scores now regularly meeting or exceeding target 💬 Increased coaching activity powered by interaction-level insights at scale What started as a need for more robust and reliable data has helped British Gas build a more scalable, insight-driven coaching culture. Read the full customer story. https://lnkd.in/gwuneKYz 

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