Our view
This January edition tracks the activity and performance of trusts across all sectors, including a detailed look at winter pressures.
The data published in January shows that urgent and emergency care, handover delays, and hospital capacity in particular, driven by an unprecedented level of demand, are under immense pressure. Corridor care has been covered extensively in the media, with first-hand accounts from nurses setting out the reality for frontline staff.
No one working in the NHS wants to treat patients in corridors. This winter has been brutal for the NHS and trust leaders and their teams are having to adapt and make incredibly difficult decisions based on the situation confronting them. They want to provide safe and effective care to patients in an appropriate clinical setting while respecting patients’ privacy and treating them with dignity and compassion. Nobody, including trust leaders, wants to see this normalised.
The trends of unrelenting pressure are mirrored outside the ambulance and acute sectors. Demand and activity data across mental health and community settings show just how much more is being done than before the pandemic.
Activity for planned care remains high and there has been some limited progress in shrinking the elective and diagnostic waiting list. The prime minister launched a new strategy for reforming elective care for patients in January. You can read NHS Providers' on the day briefing which provides an overview of the plan and our view.
The plan provides welcome steps to tackling the waiting list for planned acute care, including a strategic partnership agreement with the independent sector. However, the data explored below pertaining to other sectors illustrates why waiting lists, including those in community services and in mental health, need to be viewed in the whole system context. The government is absolutely right that elective recovery is a priority but there’s a risk that, without equivalent focus for waits across the whole health system, those ambitions fail to materialise. For example, if someone is unable to access support for a mental health issue there is an increased risk they deteriorate and risk crisis point, call an ambulance, attend A&E or end up in a hospital bed. There needs to be parity in national focus and consideration for the patients waiting across all services.
Despite the operational pressures, we know that trusts are still doing all they can to drive improvements where possible. Our case study this month, a HSJ award winner, sets out the positive impact of a new patient portal for fertility patients in Liverpool.
Empowering patients with the Fertility Patient Portal
Paula Brennan, Senior Digital Programme Manager at Liverpool Women's NHS Foundation Trust discusses how the Fertility Patient Portal is helping to redefine fertility care by addressing emotional, physical and logistical challenges, streamlining care processes, and improving outcomes.
The need for change
Fertility treatment is one of the most complex journeys in healthcare. Patients endure numerous appointments, lengthy waiting periods, and difficult decisions - all while dealing with the emotional toll of treatment. Many undergo this experience in silence, unable to share it even with close family or friends.
Before the portal, communication systems inadvertently added stress. Sensitive information was often delivered over the phone, at times that were neither convenient nor private. Additionally, treatment plans relied heavily on verbal instructions for medication timings, fasting requirements, and procedures. Mistakes were common, increasing anxiety. Patients needed a solution that offered privacy, clarity, and empowerment.
How the portal helps
The Fertility Patient Portal is a patient-focused digital platform that enhances care, reduces wait times, and supports patients every step of the way. Key features include:
- E-Consent platform: patients can securely review and complete consent forms online, reducing delays and improving compliance.
- Appointment scheduling with reminders: timely notifications prevent missed appointments, streamlining the treatment pathway.
- Embedded medication guidance: direct links to instructional documents ensure patients receive precise, actionable information when needed.
- Language support: subtitles in multiple languages, including Polish, Welsh, and Chinese, make it accessible to non-English-speaking patients.
- The portal has freed staff to focus on patient care by automating time-consuming administrative tasks. Patients no longer have to rely on phone calls or navigate their fertility journey in isolation.
Since its launch, the portal has achieved remarkable results:
- Reduced wait times: automating administrative tasks has streamlined workflows, enabling faster progression through treatment pathways.
- Improved communication satisfaction: patient satisfaction scores increased from 3 to 4.49, a 30% improvement in how effectively we communicate.
- Increased patient engagement: monthly logins soared from 65–96 in March to over 2,300 by August, demonstrating how integral the portal has become.
- Empowered patients: many have shared how the portal has reduced their anxiety and given them a sense of control. One patient said, "The portal made everything easier and gave me peace of mind."
From the outset, patients were at the heart of this project. Co-design workshops allowed us to shape the portal based on their real needs. Feedback during implementation was overwhelmingly positive, validating our patient-centred approach. One comment particularly stood out: "This is a fantastic resource that helps so much during such a challenging time. Thank you to everyone involved for creating it."
Recognition at the HSJ Awards
We were honoured to receive the Driving Efficiency Through Technology Award at the HSJ awards for this project. For me and the entire team, this recognition meant so much. It validated the countless hours we spent designing, testing, and refining the platform. To have our efforts celebrated on a national stage was an incredibly proud moment.
The judges commended the portal for addressing real clinical challenges, improving outcomes, and supporting staff. For our team, this award isn’t just about recognition—it’s a reminder of why we strive for innovation: to make a meaningful difference in the lives of our patients.
Looking ahead
The Fertility Patient Portal is more than just a digital solution—it’s a cultural shift in how we deliver care. By continuing to innovate and integrate this platform with other systems, we aim to set a new benchmark for patient-centred healthcare.
Through this project, The Hewitt Centre has demonstrated how technology can empower patients, reduce barriers, and transform care. It's a privilege to be part of this journey, and we look forward to building on this success to improve all our patients' experiences.
Read our press statement in response to the latest data from NHS England.