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Impact Report 2023-2024

Welcome to our 2023-2024 Impact Report which celebrates the fantastic work carried out by health teams across the UK to use digital ways of working to communicate and engage with their local service users.

Over the last 12 months, our Digital Health Transformation Service at Leicestershire Partnership NHS Trust has proudly supported new implementations and current deployments of our suite of award-winning digital tools – ChatHealth, HealthWebsites, HealthForms and HealthGuidance – that have been adopted by health teams at other NHS and healthcare organisations.

School nursing teams have seen the benefits of extending their reach by offering ChatHealth to parents and carers of school-aged children. Health visiting messaging services continue to be popular and an enhanced feedback project by a health visiting service has evidenced how ChatHealth services are supporting parents whilst reducing pressures on partner agencies.

We’re working with a greater breadth of innovative health teams, such as adult mental health, breastfeeding and autism teams and have seen an increased uptake from sexual health services to improve access to support and advice for service users. It’s also been exciting to see more health teams expanding their digital portfolio by utilising our HealthWebsites to offer local area sections on Health for Teens, Health for Kids and Health for Under 5s and HealthForms to deliver digital health assessments.

Laura Burrowes, Clinical Development Lead
Digital Health Transformation Service, Leicestershire Partnership NHS Trust


  • Another record year for ChatHealth12,000 messaging conversations handled, on average, every month.
  • Health for Teens listed on the website as a trusted source of advice.
  • Health visiting messaging services recognised in an iHV (Institute of Health Visiting) report as helping to reduce pressures on other NHS services such as A&E and GPs.

Key achievements

Double finalists in the HSJ Digital Awards 2024 for ChatHealth's use in enhancing access to health visiting

Learn more >
Innovate Awards Winner Innovation Champion of the Year 2022

Double award winner at the inaugural Innovate Awards for ChatHealth for Innovation Spread and Innovation Champion of the Year

Learn more >
Nursing Times Awards 2020

Winner in the Nursing Times Award in the Nursing in mental health category for ChatHealth

Learn more >

Impact in Numbers



messaging conversations opened
in 2023-24

Now adopted by


NHS providers


incoming messages  received
in 2023-24


visits to
in 2023-24



Local Area sections
ran by NHS providers


visits to
in 2023-24


visits to
in 2023-24


visits to
in 2023-24


Now adopted by


NHS providers


new forms created
for 2023-2024 academic year

More than


responses collected in 2023-24 academic year

Accessibility toolbar used


times for speech, reading and translation support



visits to online portal
in 2023-24


registered users to date

More than


health content libraries available



video views in 2023-24


ChatHealth, HealthWebsites (Health for Teens, Health for Kids & Health for Under 5s), HealthForms and HealthGuidance are used across a wide range of NHS services to help local health teams to digitally connect and engage with their service users. The impacts of these innovative digital tools and shared best practice within different areas of healthcare are showcased in the Spotlights below.

Improved Outcomes

Each year, we carry out a survey with service leads and staff members from the user organisations we work with. This valuable feedback helps us to improve and develop our digital products and implementation processes.

2024 ChatHealth annual staff survey

Of all the respondents, 81% were ChatHealth staff members that had a ChatHealth licence, 14% were service leads and 5% were staff members that did not have a ChatHealth licence. Most respondents worked in public health nursing (93%) – school nursing and health visiting – with others working in sexual health services, young people’s mental health, perinatal mental health and specialist practitioner teams. ChatHealth had been implemented for more than 12 months at 89% of the services and for less than 12 months at 11% of services.

Responses by service leads:
  • The key drivers for implementing ChatHealth are to:
    1. Offer more choice of contact methods.
    2. Improve the digital offer.
    3. Reach more service users.
  • The top 3 methods to engage licence holders and the wider team in deploying ChatHealth are:
    1. Holding team meetings. 
    Sharing monthly reports.
    3. Sharing feedback and case studies.
  • The top 3 methods to maintain clinical quality in deploying ChatHealth are:
    1. Auditing.
    2. Reviewing template messages.
    3. Updating standard operating procedures.


Responses by service leads and staff members:
  • ChatHealth is actively promoted by 89.5% of respondents.
  • The top 3 activities carried out to advertise ChatHealth to local service users are:
    1. Handing out business cards and stickers to contacts.
    2. Displaying posters in schools, health centres and other community settings.
    3. Digital communications such as social media and websites.
  • 85% of respondents said they would recommend the use of ChatHealth to other health professionals.
  • "ChatHealth has gone from strength to strength in our service and the feedback from clients has been phenomenal. Our professional partners have fed back on the positive impact it has had for them too."

  • "ChatHealth is fab! Such a user-friendly service to be involved with and great tech support too."

  • "I think ChatHealth is a brilliant forward-thinking service accessible to our parents and reduces valuable time for practitioners."

  • "ChatHealth is a great addition to what we offer within our service.”

  • "I think ChatHealth is an amazing service and gives a voice to those who weren't previously captured."

  • “Users appreciate the prompt responses and information shared. I can see ChatHealth being useful in so many departments.”

Quality Assured Care

Robust processes are behind all our products to ensure that high levels of clinical safety and technical security is central to our work. We are continually assessed and evaluated to meet NHS clinical safety standards and technical quality and security standards.

Risk management

Each year we review our compliance with the information standard ‘Clinical Risk Management: its Application in the Deployment and Use of Health IT Systems’. This assures how we identify and mitigate clinical risks, document processes for clinical safety and test for issues that could affect clinical safety.

Clinical Quality

We continually define best practice with user organisations to ensure that clinical safety is always upheld. Clinical resources are available to help staff user teams deliver the highest quality of care using our digital tools. Our user community benefit from regular networking events to share learnings with their peers.

Technical security

All our digital tools are supported by an excellent-rated technical support team. Information governance standards are assured by our Data Protection Impact Assessment (DPIA) processes, and we adhere to all NHS related compliance frameworks. Our service is part of Leicestershire Partnership NHS Trust which has met the standards of NHS England’s Digital Data Security and Protection Toolkit (DSPT). We also have evidence ready to share with prospective organisations assessing our products against NHS England’s Digital Technology Assessment Criteria (DTAC).

Strong Partnerships

Our partnerships with user organisations are formed at the start of their implementation. Lifelong support is offered to help services deliver a successful digital offer. This includes help desk support, annual contract reviews and ongoing guidance on technical, marketing, or clinical aspects as required.

Supported Implementations

Highly structured and well-refined implementation processes have been developed by our PRINCE2 certified project manager. Our effective training programmes have been created by our TAP Learning qualified trainer. This ensures our implementation processes are as straightforward and efficient as possible for user organisations that are adopting ChatHealth, HealthWebsites, HealthForms or HealthGuidance.

The key features of each implementation project are:

  • Project kick-off call
  • Regular catch-up calls with project leads
  • Dedicated support for the key worksteams covering clinical, marketing and technical aspects
  • Stakeholder engagement session
  • E-learning training programme for staff users
  • Project closure report
  • “The package of support that we are receiving is really good. It’s not too overwhelming and you make it manageable by breaking it down into small steps.”

    ChatHealth implementation
  • “Our designated project lead kept in regular contact and gave updates when materials were uploaded. The process was very clear and organised.”

    Health for Under 5s implementation
  • “It has been a very positive experience and the end result is extremely pleasing. We had quick and effective responses to any question we asked during our implementation and no request was too much trouble for our designated project lead.”

    Health for Under 5s implementation


new ChatHealth messaging services
launched in 2023-24


new Local Area sections on HealthWebsites
went live in 2023-24


NHS providers adopted HealthForms
in 2023-24


technical support calls resolved in 2023-24

all with 100% excellence rating

Innovation Spread

Contact Us

If you’re interested in finding out more about how we can support your health team, please complete the form and one of our representatives will be in touch.

Please note this contact form is for health professionals, not for service users or patients.

Alternatively, find more information on our product websites – ChatHealth, Health for Teens, Health for Kids and Health for Under 5s.

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