Case Study: Empowering General Practice through Digital Champions

Rachael Forbister, Digital Transformation Programme Manager at Health Innovation North East and North Cumbria shines a light on their pioneering Digital Champion programme.

Background

In 2022/2023, Health Innovation North East and North Cumbria (HI NENC) was commissioned to deliver a pioneering programme focused on workforce development and digital upskilling in general practice. In partnership with Redmoor Health, over 150 staff were trained across 18 cohorts to become Digital Champions - individuals leading the way in embedding digital technologies in their practices and engaging patients with confidence and creativity.

Over 3 years, this programme has supported more than 150 champions to drive meaningful, people-focused change - improving both the daily operations of busy GP practices and the digital experience for patients.

The Challenge

The COVID-19 pandemic catalysed a rapid deployment of digital technologies across general practice, often implemented out of necessity rather than strategy. While this helped keep patients safe and services running, it also revealed a gap in digital confidence, consistency, and the ability to embed sustainable digital solutions.

The Innovation

To address this, HI NENC and Redmoor Health co-designed a 12-month programme based on Action Learning Sets (ALS) - structured, small group sessions where healthcare professionals collaborate to solve real-world problems and shift care from analogue to digital models.

The programme combined theory, practice, and peer learning. Key elements included:

• Structured training sessions
• Project development with action planning
• Live masterclasses
• A dedicated NHS Futures Community of Practice
• Ongoing peer support via a WhatsApp group
• Optional 1:1 sessions with Redmoor Health experts

This holistic approach ensured champions didn’t just receive training - they were supported to apply, adapt, and scale their learning in real time. The programme was also CPD accredited. 

Outcomes and Impact

The programme delivered strong and diverse results. Each champion focused on priorities unique to their practice - demonstrating the flexibility and local relevance of the approach. Some notable achievements include:

• 159 champions trained
• More than 15 masterclasses ran reaching nearly 1000 people
• Vast range of projects covered by champions, examples below:
  • 5% increase in NHS App usage
  • 457% increase in social media reach
  • Exceeding cervical screening targets using tailored social media campaigns
• Redesigned patient pathways for greater efficiency and access
• Improved QOF (Quality and Outcomes Framework) performance through smarter use of digital tools like AccuRx
• Better patient communication via internal screens and data-informed planning
• Over 40% of GP Practices have a digital champion through the programme

Crucially, champions reported increased confidence, practical skills, and a renewed enthusiasm for digital innovation. Due to its success, the programme now has a waiting list for future cohorts.

The Human Benefit

At its core, the Digital Champions programme is about people. It starts with the workforce - empowering staff of all roles to embrace digital - and extends to patients, helping them better access and navigate care.

Digital Champions:

• Build digital confidence within their teams
• Support patients to use online services
• Promote digital inclusion
• Reduce administrative burden
• Enhance the overall patient experience

This results in practices that are not only more digitally capable but also more resilient, inclusive, and person-centred.

Spreading the Impact

To extend the programme’s reach and share learning:

• A masterclass series has been launched to encourage wider adoption
• Social media channels are used to amplify successes beyond the NENC region
• A growing library of case studies is now live on our website
• A Community of Practice has been established via NHS Futures to keep the conversation going
• The programme will be shared with the wider HIN Network
• Presentation at Best Practice October 2025

This case study showcases what’s possible when we invest in people, co-design meaningful programmes, and create the right environment for digital innovation to thrive in general practice.

Useful resources

Case studies and information about the programme can be found on the Health Innovation North East North Cumbria website.

Contact information

Rachael Forbister – Digital Transformation Programme Manager, HI NENC, email: [email protected]