Daniel Reynolds
Director of Communications at the NHS Confederation and Managing Director of its communications agency, HealthCommsPlus
By 2035, the Government expects artificial intelligence (AI) to be embedded across all aspects of patient care, positioning the NHS as a global leader in its ethical use.
As Europe’s largest employer and the recipient of the largest share of public funding in England, the case for wider AI adoption in the NHS to improve efficiencies is strong.
Potential and complexity of AI deployment
AI offers the potential to boost efficiency, reduce workforce pressures and empower patients to manage their care. For NHS communications teams, it can support content creation, improve accessibility, analyse patient feedback and streamline a number of tasks — ultimately enhancing how the NHS communicates and engages with the public.
However, scaling AI across the NHS is complex. Access to tools and skills is uneven, and much of its use remains experimental.
AI offers the potential to boost efficiency,
reduce workforce pressures and
empower patients to manage their care.
Key enablers for ethical AI in healthcare
While several parts of the NHS are deploying AI well, to scale effectively, four key enablers are needed:
- Modern infrastructure: Many NHS organisations still rely on outdated IT systems that can’t support AI. Continued capital investment in digital infrastructure is essential to unlock AI’s full potential.
- Consistent governance: AI tools, especially generative ones like ChatGPT, are already used informally in communications roles. Clear governance, consent processes and transparency, especially in patient-facing content, are vital to ensure safe and responsible use.
- Training: Staff need tailored training to use AI effectively and responsibly. Leaders must understand the ethical and governance implications and manage risks effectively, while operational teams need practical skills to make the best use of AI across different use cases.
- Support with procurement: The AI market is fast-moving and complex. Tools like the Innovator Passport, a new digital system could help streamline adoption, but NHS leaders need national guidance from the Department of Health and Social Care to identify safe, effective and cost-efficient technologies.
Ultimately, the NHS is a people-first service. AI should enhance — not replace — human oversight. With the right infrastructure, skills and governance, AI can help solve real challenges and deliver on the ambitions of the Government’s 10-Year Health Plan.
