Making digital patient consent more accessible through collaboration with digital health innovators  

What happens when you bring together innovative healthcare companies to solve real-world patient communication challenges? Magic! That’s exactly what we witnessed at a recent demo day at University Hospitals Coventry and Warwickshire (UHCW), marking the culmination of an exciting 11-week programme in collaboration with the West Midlands Health and Wellbeing Innovation Network (WMHWIN), supported by the West Midlands Health Technology Innovation Accelerator (WMHTIA) . 

The demo day was a collaboration between several forward-thinking healthcare technology companies including Concentric, VirtTuri, Remcare, Eviden and CardMedic. Each brought their unique expertise to the table, focusing on a crucial challenge of improving the digital consent process for patients. 

So why does this matter? Picture yourself in a hospital, about to undergo a procedure. You need to understand the risks, benefits, and alternatives – but what if English isn’t your first language? What if you’re deaf or have a learning disability?  

Solving the problem through collaboration 

Concentric, a leader in digital consent solutions, had already revolutionised the traditional paper-based consent process. Its digital platform helps eliminate common issues like lost paperwork and last-minute delays before operations. However, it identified a gap in its service: reaching patients who face communication barriers. This is where CardMedic came in as the perfect complementary solution. As specialists in accessible communication, we brought our expertise in multilingual content, sign language videos and easy-read formats to the table. The collaboration between our two companies created something truly special – a comprehensive platform that ensures no patient is left behind in understanding their healthcare journey. 

The demo day showcased some impressive technological integrations. We showed how it will be possible to seamlessly switch between platforms, access live interpreters and have consent information available in multiple languages and formats. Patients can now access CardMedic’s communication tools directly through Concentric’s platform, without needing separate logins. This means they can review their procedure information at home, in their own time, in a format that works best for them. 

But what made this programme truly special wasn’t just the technology – it was the collaborative spirit. Our teams didn’t work in isolation – they engaged with clinicians, frontline staff and most importantly, patients through the Francis Employability Group. This real-world feedback ensured that the final solution wasn’t just technically impressive but genuinely useful for everyone involved. 

The innovation hub at UHCW provided the perfect setting for this collaboration. As one participant noted, being embedded within a Trust while tackling NHS-wide challenges created a unique opportunity. It allowed direct engagement with clinicians, patients and decision-makers, ensuring the solution remained relevant and practical. 

What’s particularly exciting is how this collaboration addresses real-world challenges in healthcare communication. Digital consent isn’t just about moving paper forms online – it’s about ensuring every patient, regardless of their communication needs, can fully understand and participate in their healthcare decisions. By combining Concentric’s digital consent expertise with CardMedic’s accessibility features, we’ve created a more inclusive healthcare experience. 

Tackling the NHS operations crisis through innovation 

The timing of this collaboration couldn’t be more crucial. Recent NHS figures paint a concerning picture, with over 21,000 operations cancelled at the last minute for non-clinical reasons in the three months leading to March 2024. Even more worryingly, 4,770 patients weren’t treated within the 28-day target following their cancellation. 

Communication barriers and consent issues are significant contributors to these cancellations. Historical data shows that approximately 10% of delays and cancellations relate to day-of-surgery consent processes. These last-minute consent conversations, often happening at 7:30am on the day of surgery, create uncertainty about timing and frequently lead to delays in theatre – where time is incredibly expensive. 

The problem becomes even more acute for patients who don’t speak English as their first language. Currently, many hospitals resort to arranging interpreters for the day of surgery, which increases the risk of cancellations if the interpreter doesn’t arrive or if issues arise during the conversation that could have been addressed earlier in the patient journey. 

The integration demonstrated at UHCW offers a practical solution to these challenges. By combining Concentric’s digital consent platform with CardMedic’s communication tools and interpreter services, hospitals can have consent conversations earlier in the patient journey, ensuring better preparation and reducing day-of-surgery surprises. Early data is promising, showing approximately a 5% reduction in delays and cancellations when using this digital approach. 

This isn’t just about efficiency – it’s about equity. With one in ten people in the UK not speaking English as their first language, ensuring clear communication and understanding is crucial for patient safety and care quality. The traditional reliance on family members or friends for interpretation creates risks for miscommunication and compromises patient safety, especially in complex medical discussions. 

Patients are now able to access consent information in their preferred language well before their procedure date, review it at home with family members, and connect with professional interpreters when needed. This shift away from day-of-surgery consent conversations not only improves patient understanding but also helps reduce the high rate of cancellations and delays that currently plague the system. 

Most importantly, this collaboration shows how technology can help standardise best practices across the NHS. Instead of having different processes for different patient groups, the integrated platform ensures that all patients, regardless of their language needs, can follow the same pathway to surgical consent. This standardisation not only improves efficiency but also ensures equity in healthcare delivery. 

The implications for the NHS are significant. With proper implementation, this solution could help address the backlog of surgical procedures by reducing preventable cancellations, improving theatre use, and ensuring better patient preparation. It shows how bringing together different expertise, listening to end-users, and focusing on real-world problems can lead to solutions that make a genuine difference in patient care. It is a prime example of how innovative collaboration can tackle systemic challenges in healthcare delivery while ensuring no patient is left behind. 

Want to find out more about the project? Get in contact with us