Case Study: NHS England improves patient experience and reduces costs with IBM Consulting

NHS England boosts NHS App MAU 83% with IBM Consulting

NHS England faced mounting pressures from growing patient waiting lists, strained resources, and frustrated patients who struggled with limited access to services. Frontline staff were also burdened with administrative tasks. To modernize and improve patient experiences, NHS England partnered with IBM Consulting to reimagine their digital services, specifically focusing on enhancing the NHS App hosted on Microsoft Azure.

IBM implemented a product engineering and design approach, integrating over 15 new suppliers and enhancing the app with features like medicine management and appointment booking. This transformation led to an 83% increase in monthly active users and a 50% reduction in cost to serve each user, saving £55,000 per month in public cloud costs. The solution empowered patients, reduced administrative burdens, and positioned NHS England to leverage AI for future proactive healthcare.

NHS England