Caroline Pilot, Head of Digital Clinical Services reflects on how digital healthcare has evolved in real clinical settings, what it does well when integrated properly and why governance and clinical oversight remain non-negotiable.
As a GP, I’ve spent much of my career in traditional general practice. However, over the last twelve years, as a leader of a digital health service, I’ve seen first-hand how digital health has moved from a “nice to have” to an essential part of modern healthcare delivery. For employers, brokers and insurers, this shift isn’t about keeping up with trends – it’s about solving very real, very practical problems and demonstrating positive impact.
People want care that fits into their lives. Employers need services that genuinely help their teams stay well, get support quickly, and avoid small health issues becoming bigger ones. Digital consultations, asynchronous services and self-directed tools can meet people where they are – at work, at home, or on the move – and do so at scale. They give people faster access to clinicians and trusted information, often without needing to take time away from work or wait weeks for an appointment. Thereby improving access to care, reducing absence, supporting wellbeing and delivering measurable impact.
What’s increasingly clear is that digital products work best as part of a broader strategy. Employers and insurers are thinking holistically about risk, prevention, wellbeing and claims management. Digital tools such as care navigators, symptom checkers, risk assessments and messaging services can help guide people to the right level of care early on and reduce unnecessary escalation – benefiting both individuals and systems.
From a clinical point of view, trust is everything. Innovation is exciting, but it has to be built on strong clinical foundations. That means clear governance, proper oversight and clinicians actively involved in shaping and reviewing digital pathways. Safety, quality and good outcomes must always come first.
For brokers recommending digital health solutions, this clinical rigour really matters. It provides confidence that what’s being offered is not just convenient, but safe, responsible and genuinely effective. When digital services are underpinned by robust clinical oversight, they become something employers and insurers can rely on – and something patients can feel comfortable using.
Digital health done well is simple, supportive and human. And that’s exactly how it should be.
