Bridging the digital divide: Helping the NHS rise to the challenge of true digital transformation
Bridging the digital divide: Helping the NHS rise to the challenge of true digital transformation
Wednesday 14th January 2026 | Stratford, London
Hosted by Quadient in partnership with Publisure and Wellola
Introduction
On Wednesday 14th January, digital transformation experts came together at Stratford for a joint event hosted by Publisure and Quadient.
The event focused on how digital transformation is enabling the NHS and healthcare organisations to improve operational efficiency, enhance patient communications, and deliver better outcomes, despite increasing pressures on services and resources.
It also highlighted the challenges many NHS organisations face with legacy hybrid mail providers that limit integration with other digital platforms, constraining flexibility, visibility, and the pace of transformation.
Why digital transformation is a priority for the NHS
The NHS continues to face complex challenges, including rising demand, workforce pressures, and the need to modernise legacy systems to improve integration across channels and departments. The event explored how digital transformation can help by:
- Highlighting the barrier which stops NHS Trusts from switching from physical first to digital first
- Improving digital accessibility for all patients
- Reducing administrative burden for staff through the adoption of patient-led platforms
- Supporting compliance, data security and accessibility
Key Speaker Highlights
Lee Dugdale, Digital Development Director – Quadient
Lee Dugdale welcomed us with some key research and facts as to why the healthcare industry has not been able to fully progress with digital strategies.
Key points covered:
- Despite years of digital strategy, patient communication at scale remains predominantly print-led, indicating slow digital adoption for outbound communications, and whilst hybrid mail approaches are acting as a bridge technology, they may also be slowing full digital transformation.
- NHS digital communications are constrained less by intent and more by fragmentation; legacy systems, unclear ownership, and inconsistent processes are preventing safe, scalable digital-first delivery and weakening accountability for patient experience and outcomes.
“When you talk about postal budgets, the reality is the investment you’re making going digital is far less than the cost of postage”
Watch a clip from the seminar.
Andy Percival, Managing Director – Publisure
Andy showcased Publisure’s solution, MailCentral, delivered through Quadient systems, to illustrate the challenges created by third-party providers and how these can impact the day-to-day management of outbound post.
Key points covered:
- Hybrid mail continues to play an important role, largely because many documents are still produced on desktop systems. However, when services are outsourced, it can be harder to maintain control, visibility, and confidence around information governance and clinical safety which highlights the need for a better, more integrated solution.
- MailCentral promotes an API-led approach to digital communications to provide the flexibility to integrate multiple channels and systems, supporting real-time, patient-centred communication without disrupting existing operational workflows.
“If you can get 30%-40% digital you’re doing well. It will increase overtime but digital is not a magic switch which says 80% is going to go digital. It’s a process of educating patients with that workflow and that will take time”
Watch a clip from the seminar:
Sonia Neary, CEO – Wellola
Wellola has developed a patient care communications platform, Portasana®, which has been widely implemented across acute, community and mental health trusts. Sonia highlighted the operational pressures facing clinics and demonstrated how Portasana® helps address key in-house challenges and reduces administrative strain.
Key points covered:
- There is a strong demand for a digital front door, provided it maintains high standards of accessibility and inclusivity. Services must empower users while ensuring no one is excluded. Organisations are working towards ambitious targets to reduce waiting lists and treatment times, avoid unnecessary appointments, and minimise preventable emergency department visits. Ultimately, the goal is to lower care delivery costs while significantly improving operational efficiency.
- By leveraging Portasana®’s modules and/ or integrating digital tools into a single patient-facing platform, supported self-management enables a shift from episodic, clinician-led interactions to continuous, patient-centred care. This approach empowers patients to self-manage not only appointment bookings but their health more proactively, reducing administrative and clinical burden for healthcare providers.
“Without a holistic view of patient data– we lose opportunities to optimise care delivery”
Watch a clip from the seminar.
Call to Action
Ready to explore how digital transformation can support your NHS or healthcare organisation?