Working Together to Build Digital Capability in NHS Wales
Digital transformation is a high priority for NHS Wales. However, a significant gap exists between the rapid advancements in healthcare technologies and the workforce’s ability to use those technologies effectively. This gap is thought to be a result of the digital literacy and capability of the workforce, compounded by socio-economic challenges.
As part of the Workforce Strategy for Health and Social Care, Health Education and Improvement Wales (HEIW) created The Digital Capability Framework (DCF) for healthcare in Wales. The framework aims to support healthcare professionals and staff who are not digital specialists, in identifying and developing the skills, attitudes, and behaviours needed to thrive in the digital health environment.
The DCF includes a self-evaluation tool designed to help healthcare professionals identify areas for digital development. It consists of six key areas, called domains, which provide a structured approach to enhancing digital skills:
• Learning and leadership
• Working with others
• Safety and wellbeing
• Using technology
• Data literacy
• Research and innovation.
Collectively these domains are essential for fostering digital literacy and empowerment at both individual and organisational levels. By improving digital literacy, healthcare professionals are better equipped to effectively use digital tools and technologies in their daily work. This, in turn, can improve patient care through enhanced coordination, communication, and access to information. The framework also supports continuous professional development (CPD) and empowers healthcare professionals to take ownership of their digital transformation journey.
Partnering for digital inclusion and capability development
Digital Communities Wales: Digital Confidence, Health and Well-being (DCW) has partnered with HEIW to promote digital inclusion alongside digital transformation and capability development. The aim is to help the healthcare workforce understand the impact of digital transformation and how they can contribute to a more sustainable NHS Wales. DCW is the Welsh Government funded national digital inclusion programme which is delivered by Cwmpas in partnership with the Good Things Foundation programme.
This collaborative work started during the creation of the Digital Capability Framework (DCF) where DCW provided advice and support for areas of the capability framework. Since then, DCW and HEIW have partnered to pilot a Digital Champions and Capability Framework, helping teams embark on their digital journey.
Development through partnership
The pilot was conducted with the Welfare Rights Team at Velindre University NHS Trust, who were preparing to transition part of their service from telephone-based advice to a virtual model using Attend Anywhere.
The pilot’s aim was to assess the team’s digital capability, emphasising a knowledge-based approach. Staff participated in a workshop to complete the DCF and received free Digital Champions training to boost their skills, confidence, and competencies needed.
Digital Champions are staff members or volunteers who assist colleagues, patients, and the public in maximising their online engagement. As trusted individuals for those at risk of digital exclusion, Digital Champions receive training and support from DCW to make a meaningful impact within their organisation or community.
Following the initial sessions, the team felt more confident. Reflecting on their digital skills and training with Digital Champions renewed their motivation to promote inclusion. They also recognised their role in helping patients get digitally connected.
The collaborative approach enabled the team to receive the right support at the right time, something that is only available when we work together. As a result of the pilot the Welfare Rights Team at Velindre are now confident to move forward with the Attend Anyway platform, with the support of digital services. This will offer patients and their families more options for engaging with the team, whether through face-to-face meetings, online appointments via the Attend Anywhere platform, or telephone advice. Technology will allow patients to connect with the team from home, providing greater flexibility and improving their overall experience. Many welfare applications are now online, and we will continue to support patients, ensuring they can access these services and feel confident in the application process.
Reflecting on the Digital Capability Journey Hayley Price, Welfare Rights Team Manager said:
“Completing the framework as a whole team has been very positive. It gave staff time to reflect, and it was realised by many that the team was more skilled than they gave themselves credit for. Hence improving team confidence.”
“It has given me a new perspective on what digital capability actually is. Since being supported by Ellen and other colleagues as part of the partnership. The Velindre Welfare Rights team has embraced improving and recognising our digital capability, which in turn will improve our practice. We will be sharing our newfound confidence by sharing this knowledge with those we support.”
Please contact HEIW for further information on this work.
