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NHS

Impact Report 2024-25

Welcome to our 2024-2025 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. 2025 marks ten years since our Digital Health Transformation Service at Leicestershire Partnership NHS Trust began scaling our award-winning messaging platform ChatHealth across the NHS.

Over the last 12 months, our Digital Health Transformation Service has proudly continued to support new implementations and current deployments of our suite of digital tools – ChatHealth, HealthWebsites, HealthForms and HealthGuidance – that have been adopted by health teams at other NHS and healthcare organisations, continuing the commitment of sharing and spreading innovative technology made for the NHS by the NHS.  The launch of the NHS 10 year health plan sees an emphasis on analogue to digital and it is exciting to see health teams across the NHS expanding their digital portfolio by utilising our digital tools.

The ChatHealth model of delivery is unique and high quality, giving service users direct access to their local, knowledgeable and experienced health teams.  This enables services to extend reach and improve access, efficiently and effectively. 2024-25 saw more mental health crisis services successfully launch their text message offer, powered by ChatHealth. 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, parental feedback clearly demonstrates that parents and carers value the opportunity to be able to engage with health visiting services through text messaging and that it is having a positive impact for them.

We’re working with a greater breadth of innovative health teams, such as therapy teams, 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

Achievements

  • Supported the first adopters of ChatHealth at other mental health trusts to offer 24/7 crisis text services.
  • Published a peer-reviewed article in the RCNi Primary Health Care journal on implementing ChatHealth in health visiting services.
  • Improved awareness of ChatHealth messaging services by gaining 113 million advert views on Snapchat, Instagram and Facebook.

Impact in Numbers

ChatHealth

163,463

messaging conversations opened
in 2024-25

Now adopted by

80+

NHS partners

766,352

incoming messages  received
in 2024-25

399,468

visits to chathealth.nhs.uk
in 2024-25

HealthWebsites

38

Local Area sections
managed by NHS partners

508,497

visits to healthforteens.co.uk
in 2024-25

167,564

visits to healthforkids.co.uk
in 2024-25

640,283

visits to healthforunder5s.co.uk
in 2024-25

HealthForms

Now adopted by

10

NHS partners

6

new forms created
for 2024-25 academic year

38,058

digital forms completed in 2024-25 academic year

Rolled out for

5

school year groups within different localities across the UK

HealthGuidance

10,238

visits to the
online guidance portal
in 2024-25

6,179

registered users to date

More than

68

health content libraries available for prescribing to service users

Over

10.3k

video views in 2024-25

Spotlights

Our digital health innovations have been designed to help local NHS health teams to digitally connect and engage with their service users. Take a look at the Spotlights below to see how ChatHealth, HealthWebsites (Health for Teens, Health for Kids & Health for Under 5s) and HealthForms are used in various NHS services.

Sexual Health >

School Nursing >

Health Visiting >

Young People’s Mental Health >

Learning Disability and Autism >

Children’s Diabetes Services >

Perinatal Mental Health >

Adult Mental Health >

Improved Outcomes

Each year, we carry out product surveys 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.

ChatHealth staff survey

In the 2025 survey, we collected 149 responses from healthcare professionals representing over 40 NHS and healthcare organisations that offer ChatHealth messaging services . Most respondents (93%) work in services that have offered ChatHealth for more than 12 months.

Key insights shared by service leads:

.

Objectives for offering their messaging service:

  • to improve reach and accessibility
  • to provide more ways to offer support
  • to deliver a digital service provision

Most challenging aspects of delivering their messaging service:

  • staffing and capacity challenges
  • high demand and complexity of cases
  • ongoing need for promotion

Key lessons learnt since implementing their messaging service:

  • supporting colleagues handling conversations by sharing good practices and reflection.
  • having a structured rota with skill mix to build staff confidence.
  • realising the importance of promotion for service uptake and awareness.

Most popular ways to engage staff in delivering their messaging service:

  • team meetings
  • sharing feedback and case studies
  • 1:1 supervision

Most popular ways to maintain the clinical quality of their messaging service:

  • ChatHealth eLearning
  • auditing & competency checks
  • updating standard operating procedures (SOP)

.

Key insights shared by all respondents:

.

88% say they actively promote their messaging service to service users.

Key promotion methods revolve around:

  • direct contacts
  • printed and digital material
  • partner signposting

49% think their messaging service could be better promoted, with the following suggestions:

  • improving digital and social media promotion
  • updating printed materials
  • greater engagement with school staff & health partners
  • better awareness among professionals

85% would recommend the use of ChatHealth to other health professionals

  • “The Digital Health Transformation Service are always extremely supportive and helpful and get back to us very quickly. It is very reassuring knowing we have the full support of an excellent team.”

  • "I would definitely recommend the use of ChatHealth - it is a very busy service in our area and well used by our clients. It takes a lot of pressure off our already stretched Health Visiting teams."

  • “As a service this has allowed us to help those who feel too shy to seek face-to-face support, or unable to ask questions whilst at visits. The ability to receive instant feedback is great and reassuring that we are providing a much needed and appreciated service."

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

  • “Great team who are so easily accessible and nothing is ever too much of a problem. Very supportive and a great experience.”

    Feedback from a ChatHealth implementation project for a school nursing service

  • “Always a pleasure working with the ChatHealth support team – always responsive & very helpful.”

    Feedback after receiving technical support from the ChatHealth Helpdesk

  • “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.”

    Feedback from a Health for Under 5s implementation project for a health visiting service

13

new ChatHealth messaging services
launched in 2024-25

3

new Local Area sections on HealthWebsites
went live in 2024-25

6

new HealthForms questionnaires
created in 2024-25

684

technical support calls resolved in 2024-25

with 97% excellence rating

Innovation Spread

Contact Us

If you’re a healthcare professional interested in adopting any of our digital tools – ChatHealth, HealthWebsites and HealthForms – and 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.

You can also visit our websites to find out more:
ChatHealth
Health for Teens
Health for Kids
Health for Under 5s

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Archived Reports

Previous years’ reports are available from the links below: