Part 2 of the Care Circle Network’s Digital Healthcare & Connectivity Series
Across the UK healthcare system, digital access is no longer emerging — it is accelerating.
Recent NHS data shows online GP contact requests surpassing one million in a single month, reflecting a significant shift in how patients access primary care services. Digital triage, online consultation requests and app-based communication are becoming standard across general practice, supported by national policy direction and ongoing system investment.
While this transformation is improving access and efficiency within primary care, it is also creating a new challenge — ensuring that all parts of the wider care ecosystem are able to operate within this increasingly digital environment.
A Growing Infrastructure Gap Across the Care Sector
As general practice and wider NHS services move toward digital-first access models, a gap is beginning to emerge between these systems and care environments still reliant on legacy infrastructure.
Many care providers — particularly single-site and mid-sized organisations — continue to operate with:
• analogue phone systems and legacy lines
• limited network capacity or resilience
• fragmented or non-integrated digital systems
• infrastructure not designed for real-time digital communication
At the same time, the expectations placed on care providers are evolving.
Care environments are increasingly required to support:
• digital communication with GP practices and clinical teams
• access to shared care records and digital systems
• remote consultations and virtual assessments
• connected devices and monitoring systems
This shift is creating a clear operational challenge.
A growing number of providers are now recognising that existing infrastructure may not be sufficient to support the way healthcare services are being delivered.
From Operational Challenge to Risk Consideration
What was once viewed as an IT or telecoms consideration is now becoming an operational and governance issue.
Reliable connectivity is increasingly linked to:
• timely communication with healthcare professionals
• continuity of care and clinical responsiveness
• the ability to support digital care pathways
• safeguarding and risk management
Where infrastructure limitations exist, providers may experience delays, reduced efficiency or increased pressure on staff navigating disconnected systems.
As a result, many organisations are beginning to assess not only how their systems perform today, but whether they are fit for the direction healthcare delivery is now taking.
Four Immediate Priorities for Care Providers
As awareness of this shift grows, providers across the Care Circle Network are beginning to focus on a number of practical next steps:
1. Reviewing current connectivity and infrastructure capability
Understanding whether existing systems can support digital communication and service integration.
2. Identifying analogue dependencies
Assessing where legacy systems — including traditional phone lines — may still be in place ahead of the 2027 PSTN switch-off.
3. Strengthening network resilience
Exploring options for improved reliability, backup connectivity and consistent service availability.
4. Assessing system compatibility and integration
Ensuring internal systems can connect effectively with wider healthcare platforms and digital services.
These steps are increasingly forming part of broader operational reviews as providers look to align their infrastructure with the direction of the healthcare system.
Connectivity as a Core Part of Care Delivery
One of the most notable shifts across the sector is how connectivity is being viewed.
It is no longer seen purely as a technical requirement.
Instead, it is becoming a foundational element of how care services are delivered, supported and coordinated.
As healthcare systems become more connected, care providers are recognising the importance of ensuring their own environments can operate within that same framework.
Where This Is Creating Immediate Demand
Across the Care Circle Network, this shift is already translating into practical action.
A growing number of care providers engaging with this series are now beginning to assess their existing infrastructure, identify analogue dependencies and explore how their environments can support digital healthcare delivery.
Many of the questions being submitted relate to organisations reviewing their current connectivity arrangements and seeking guidance on the next steps — including VoIP transition, infrastructure upgrades and network resilience.
As part of that process, providers are also beginning to consider which specialist organisations they should speak to for support as they move from awareness into implementation.
A Sector Beginning to Reassess Infrastructure Readiness
Through ongoing engagement across the Care Circle Network, it is clear that many providers are now moving beyond awareness and into early-stage review.
As organisations develop a clearer understanding of the role connectivity plays within modern care delivery, attention is beginning to turn toward:
• infrastructure upgrades and modernisation
• connectivity, resilience and performance
• digital readiness and future-proofing
• the practical steps required to transition away from legacy systems
As part of this process, many providers are also beginning to consider which specialist organisations they may need to speak to for guidance on infrastructure, connectivity and transition planning.
Looking Ahead
The rapid growth in digital access across primary care is a clear indication of the direction the wider healthcare system is taking.
For care providers, the challenge is not simply to respond to this shift, but to ensure their infrastructure is aligned with it.
Those who take early steps to understand and strengthen their connectivity position will be better placed to operate effectively within an increasingly digital healthcare environment.
Sector Insight Invitation
As part of the Care Circle Network’s ongoing Digital Healthcare & Connectivity Series, we are inviting insight from organisations with specialist expertise in areas such as:
• telecoms and VoIP infrastructure
• network connectivity and resilience
• digital healthcare integration
• infrastructure transition and compliance
These contributions help ensure the series reflects both the operational realities care providers are navigating and the expertise available to support the sector as it evolves.
Organisations supporting care providers in these areas are welcome to share perspectives that may assist providers as they review their infrastructure and digital readiness.
