A nurse searches three systems for one patient result.
A patient cancels an appointment because the reminder link did not work.
A family struggles to find accessible information about follow-up care.
These moments are not failures of technology. They are design problems.
In healthcare, design decisions shape the quality of care. User Experience (UX) is the practice of making every interaction clearer, kinder, and safer. It connects digital systems with empathy, helping the NHS deliver its promise of compassionate, effective care.
Aligning UX with NHS Priorities
The NHS leads the world in evidence-based medicine. UX applies that same principle to service design, testing, iterating, and improving based on how people actually use systems. It directly supports key NHS goals:
- Patient safety – clear information and well-designed systems reduce error and risk.
- Patient experience – accessible design builds understanding, trust, and independence.
- Efficiency – simpler workflows save staff time and improve coordination.
- Equity – the Accessible Information Standard ensures everyone can engage with services.
- Staff wellbeing – better design reduces frustration and prevents workarounds.
As Matthew Taylor, Chief Executive of the NHS Confederation, said in 2023, “Designing services around people’s needs is not an add-on; it’s the foundation of effective healthcare.”
Design Beyond Technology
UX is not only about screens or software. It is a way of thinking that can improve every point of contact between staff, patients, and systems.
If your team is developing new digital tools, redesigning appointment letters, simplifying patient information, or improving internal communication, UX methods can help.
The NHS England Service Standard defines good design as services that are “simple, joined-up and accessible to everyone who needs them.” UX provides the structure and mindset to achieve this across clinical, operational, and administrative contexts.
Real Examples Across the NHS
NHS England has applied user research and testing to the NHS App and Electronic Prescription Service, improving accessibility and engagement.
The NHS Business Services Authority used UX methods to simplify online reimbursement claims, reducing error rates and improving satisfaction.
Nottingham University Hospitals NHS Trust co-designed new outpatient letters with patients, reducing missed appointments and improving understanding.
These examples show how UX principles improve communication, safety, and efficiency - the same outcomes every Trust seeks.
Building Capability from Within
Many NHS teams already understand the importance of user-centred design but need a structured way to develop those skills internally.
That is where the Digital UX Apprenticeship at the University of Cumbria helps. Delivered fully online and open nationally, it allows NHS staff to study flexibly while applying learning directly to service improvement projects.
It is not about adding new technology; it is about improving how existing systems work for the people who use them.
The apprenticeship is designed for both new entrants and experienced NHS professionals. Many participants already hold degrees in healthcare, communications, or education and use the programme to retrain or diversify their skills for the digital era. Funded through the Apprenticeship Levy, it enables Trusts to invest in workforce development without additional tuition costs.
Several NHS organisations are now using apprenticeships to build shared digital capability, developing teams of staff who bring UX thinking into clinical, operational, and communications projects.
Who Can Take Part in a Digital UX Apprenticeship
If your team works in digital transformation, communications, education, patient experience, or service improvement, this programme can help you embed UX thinking in daily practice.
The Digital UX Degree Apprenticeship is a Level 6 programme (equivalent to a bachelor’s degree). It develops advanced capability in research, design thinking, accessibility, and leadership and is ideal for professionals seeking to influence how services are shaped and delivered.
Trusts can:
- Upskill existing staff who already work on service improvement or communication projects.
- Advertise new apprenticeship roles to attract and grow digital talent from outside the organisation.
A Partnership Approach
The University of Cumbria is an approved supplier on the Salisbury NHS Procurement Framework, which allows NHS Trusts across England to access the apprenticeship directly and compliantly.
We are inviting NHS organisations to explore how UX learning can support service improvement, digital maturity, and patient experience. The goal is partnership: working alongside healthcare teams to build sustainable, in-house capability that enhances care one interaction at a time.
Design is not decoration. In healthcare, design is a form of care. Every clear screen, every accessible form, every well-structured message helps make the NHS more efficient, inclusive, and human.
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