Putting people at the heart of digital transformation

The public want innovation and are ready for change.

That was the closing comment from a participant in one of our recent data acceptability workshops. It stuck with me. Not just because it was a hopeful note to end on, but because it’s not something you usually hear when we talk about artificial intelligence and patient data. 

AI: why trust matters more than the technology 

There’s been a push across healthcare to move from analogue to digital. At the centre of this shift is a growing belief from senior leaders that AI could be part of the solution – a way to improve services, ease pressure on the system, and create a more responsive NHS. But this optimism sits alongside a complex system and understandable concern. Public trust in the use of patient data is fragile. There’s confusion, sometimes fear, and a history of decisions made without involving the people those decisions most affect. 

I recently attended the National Patient Data Day conference, providing an opportunity to reflect on what’s getting in the way of progress, and what might help shift things forward. When it comes to AI, this much is clear: people want to believe in the potential of the technology, but they need to understand how it works, how their data is being used, and most importantly, how they’re being protected. 

The concerns we see in the media aren’t new. Articles about data being sold to private companies or AI running unchecked in clinical settings have made people wary. And it’s not irrational. There are real risks that we need to overcome. It’s why transparency isn’t optional, it’s essential.  

At UCLPartners, we’re helping to pave the way for a different kind of digital transformation – one built on listening, openness, and genuine public involvement. By actively breaking down mistrust and confusion, we’re showing how AI can be introduced with transparency and shared understanding at its centre. 

Because when we have transparency around data and we use it well, it can be transformative. It can help us to address long-standing health inequalities, streamline services, and create systems of care that work for people before they become critically unwell. 

AI that works with people, not just for them 

We are working with Health Navigator as part of the Artificial Intelligence for Urgent and Emergency Care programme to develop a model of AI-guided Clinical Coaching (AICC). We’re using AI to help identify patients who are most likely to need emergency care and then offering them personalised coaching – someone to help them manage their long-term conditions, understand how to navigate services, and access local community support. The result? Fewer A&E visits, shorter hospital stays, and most importantly, people who feel more in control of their health. 

But what makes our approach different is how deeply we’ve embedded trust-building into the process, not as an afterthought, but as a foundation. We’re not just delivering AI innovation; we’re demonstrating how to do it with and for the people it’s meant to support. 

That’s why patient and public involvement has been central to this work from the very beginning. We’ve co-designed materials with the public and worked with Use MY Data to run a series of data acceptability workshops. These weren’t just tick-box sessions. They were honest, challenging, thoughtful conversations. The kind where we could get rid of the jargon, explain the process clearly, and really listen. 

What struck me during those workshops was how quickly the dynamic changed when people were given time and space to ask questions. We talked about opt-out processes, data security, and the development of the algorithms themselves. People shared concerns, raised scenarios we hadn’t thought of, and helped shape the direction of the programme. There was a shared sense of learning – not just us explaining, but us learning too. 

As one participant put it: 

I don’t know where the time went! I had so much fun, and it was so nice to hear everyone’s views.

The curiosity was clear in these conversations. People want to understand, and when they do, they’re far more open to innovation than we often give them credit for. But they need to be brought in early, and it needs to be genuine. 

Making co-production routine, not one-off 

If the NHS is going to change to meet the needs of the future, it must do so in collaboration with the people it serves. Not just because it builds trust, but because it makes the work better.  

The public want innovation – they’re telling us that. Our job is to make sure we bring them with us on the journey. 

That starts with making listening routine. It means embedding public voices from the first conversation, not the last. It means co-designing communications, clearly explaining how the tech works, and creating the space for questions, even uncomfortable ones. It means being transparent, accountable, and flexible enough to adapt based on what people tell us. 

At UCLPartners, we’re not just implementing AI – we’re helping redefine how it’s done. By building public trust into the core of our programmes, we’re showing what it looks like to design AI innovations that are not only clinically effective but publicly supported and socially responsible. 

To find out more about this programme of work, please contact AIforUEC@uclpartners.com.