Collaborative working supports digital transformation in NHS Wales

Health Education and Improvement Wales (HEIW) and Digital Communities Wales (DCW), recently joined forces to deliver digital capability training at Velindre University NHS Trust. The training focussed on building confidence in using digital skills to improve the service delivery of a patient advice service. After completing the training, staff reported increased confidence in their digital skills and a renewed commitment to promoting digital inclusion for patients.

HEIW values collaboration and recognises the importance of sharing and developing skills to improve services for both staff and patients. A key example of this is DCW’s contribution during the working group phase of HEIW’s Digital Capability Framework (DCF). The DCF is a tool for healthcare professionals to assess and improve their digital skills.

In a recent pilot, HEIW and DCW supported Velindre’s Welfare Rights Team in transitioning from a telephone-based service to a virtual ‘Attend Anywhere’ platform. The team were given an opportunity to complete the DCF and attend Digital Champions training with HEIW and DCW. Digital Champions play a crucial role in helping individuals feel comfortable and capable with online tools, reducing digital exclusion and improving access to healthcare support.

Hayley Price, Welfare Rights Team Manager, reflected on the journey:
"Completing the framework as a whole team has been very positive. It gave staff time to reflect, and many realised they were more skilled than they initially thought—boosting team confidence."

The pilot project highlighted the impact of collaboration in driving digital transformation. As a result, the team now successfully delivers advice and support through multiple channels, including video consultations, telephone support, and face-to-face meetings. This offers greater flexibility and accessibility for patients.

By working together, HEIW, DCW, and NHS Wales teams have created a more digitally inclusive and capable workforce. This partnership-driven approach is ensuring that healthcare staff are supported in their digital transformation journey, ultimately benefiting both the workforce and patient services.

For more information on HEIW’s Digital Capability Framework, visit: HEIW Website.

Photograph: Welfare Rights Team, Velindre