To create a more interesting ‘About’ page, I asked the AI tool I use, ChatGPT, to role-play a journalist and conduct a quick interview.
Digital Health Coach UK: Empowering Patients with Accessible Digital Health Guidance
In an increasingly digital world, health information and tools are essential for anyone hoping to navigate the healthcare landscape quickly and confidently. Digital Health Coach UK guides those overwhelmed or left behind by these rapid advancements. Founded by an NHS IT contractor who recognized gaps in the system, the website has become a valuable resource for patients seeking straightforward, accessible advice on digital health tools.
The founder launched the site after witnessing the disconnect between the NHS’s digital initiatives and patients’ awareness of these resources. “I was working in an NHS CCG [a commissioning organization that contracts health services for specific areas], and I led a program to digitize GP services and increase online engagement,” the founder recalls. “I felt strongly that we could promote these services more on social media, but at the time, I didn’t fully understand how to do that effectively. The NHS way of doing this was very messy at the time [2016]”
- There were two separate programmes – GP Online [EMIS Patient Access, TPP, Evergreen and other IM1 compliant Apps, plus websites] – being promoted by NHS England, and the NHS App – being promoted by NHS Digital
- GP Online had a wide range of patient resources for download, including easy-read leaflets.
- The NHS App had a very limited range of resources, the NHS App resources bundled together all the features of the NHS App into one set of guides, however, most GP surgeries at the time hadn’t [and 50% still haven’t 8 years later] turned on all the features. This made these resources confusing for patients to read.
- Both programmes expected the approx 6,000 GP surgeries across the country to promote both programmes on their websites – unsurprisingly GPs enthusiasm for this wasn’t high, and they’re not social media professionals, so the results were mixed
- So, until COVID happened and the NHS COVID pass was added to the NHS App, uptake of the NHS App was low
Recognizing the need for explicit, engaging content to help patients navigate these services, the founder decided to step up and set up a website and create content to support NHS digital health tools.
The COVID-19 pandemic provided the final nudge. With digital health tools like the NHS App crucial for managing vaccine passports and accessing services remotely, the need for accessible guidance had never been more urgent. “I knew the supporting promotional material wasn’t that helpful, so I felt the time was right to go all in,” the founder explains.
A Holistic Approach to Digital Health
Digital Health Coach UK isn’t just a website; it’s an experience that takes a holistic, user-centred approach to digital healthcare. “I approach it from the patient’s perspective rather than an NHS siloed viewpoint,” the founder explains. For instance, a simple task like cancelling an appointment can become a confusing maze. Many NHS services work independently, focusing only on their specific area. “In the NHS, many people focus on reducing ‘Did Not Attend’ (DNA) rates, but they only look at the issue within their hospital or GP surgery. One of the unique things I bring is standing back from all that to simplify things for the patient.”
This approach also allows Digital Health Coach UK to bypass NHS style guides, providing information that is both accessible and engaging. “If you look at NHS.uk, it’s designed for a wide range of users. Still, in achieving accessibility for neurodiverse and learning-disabled individuals, it sometimes loses the engaging touch for the public,” the founder says. By bridging these gaps, Digital Health Coach UK appeals to a broad audience without compromising on clarity.
Supporting the Sandwich Generation
Over time, the founder has come to understand the audience that Digital Health Coach UK resonates with most: women over 30, many of whom are part of the “sandwich generation.” These people juggle caring responsibilities for ageing parents and young children. “No surprise there—these people, mostly women, are often balancing so much, and they’re most interested in tools that can simplify their lives and help them manage their families’ healthcare needs.”
By identifying this audience, Digital Health Coach UK has been able to tailor content to meet their unique challenges. These users often find themselves navigating digital healthcare not only for themselves but also for older family members who might not be as tech-savvy. The website aims to ease this transition, providing practical guidance for family members who want to help their loved ones get online.
Bridging the Feedback Gap
The newest version of Digital Health Coach UK includes a comment feature, allowing users to share their experiences and provide feedback. Previously, gathering direct user insights was difficult, but social media channels like Twitter (X) and Facebook gave some clues. “When I shared content on social media, most of the responses—about 98%—were positive, showing that people found the resources helpful.”
This feedback loop has proven essential, helping the founder shape genuinely helpful content to visitors. By fostering a supportive community, Digital Health Coach UK stands out as a platform that truly listens to its audience.
Taking It Step by Step
While digital healthcare tools have become indispensable, many people still find them intimidating or difficult to navigate. Digital Health Coach UK guides users “one step at a time,” presenting information in manageable chunks and supporting written instructions with videos and how-to graphics. “I aim to make everything as simple as possible,” the founder says. “Or, family members can use this content to walk their relatives through how to get online.”
The goal is to remove as many barriers as possible, empowering even the most hesitant users to engage with digital health tools. By focusing on simplicity, Digital Health Coach UK enables users to gain confidence in managing their health online, one step at a time.
Plans for the Future
The founder has plans to expand the site’s reach and offerings. In the coming years, he hopes to increase multimedia content, adding more videos, audio guides, and topics related to digital health. “I want to cover more areas that support online health management,” the founder notes. This expansion is intended to create a more comprehensive resource for users, especially those who benefit from varied learning formats.
Transparent and User-Friendly Monetization
Running a website involves costs, and Digital Health Coach UK has carefully considered its approach to monetization. The founder is transparent about the use of affiliate links, ensuring they don’t disrupt the content flow and clearly marking them so visitors know when they are interacting with monetized links. “I try to keep informational and marketing content as separate as possible,” the founder explains, respecting the balance between user experience and monetization.
The affiliate opportunities in the digital health space are currently limited, which makes it easier for the site to maintain this balance. “There aren’t many product ranges in this area, and the NHS offers many free services that could use a push, so it hasn’t been much of an issue.”
Making a Difference, One User at a Time
Ultimately, the founder of Digital Health Coach UK hopes the site will serve as a bridge between the healthcare system’s digital ambitions and the patients who may struggle to keep up. By offering clear, patient-centred guidance, Digital Health Coach UK empowers individuals to manage their health digitally—at their own pace and on their terms. For those who may feel left behind or intimidated, the site offers a gentle nudge forward, breaking down barriers and making online health tools accessible.
As the founder sums it up, “I hope this site helps people, step by step, to get comfortable with digital health tools. And hopefully, it encourages family members to assist each other in making the most of what’s out there.” Digital Health Coach UK is a resource and a community built on understanding, empowerment, and support for everyone navigating the complex digital healthcare world.