Communications boss appointed by national programme

The new post has been taken up this month by James Herbert, previously a former army officer, BBC broadcast journalist and ex-head of global media relations with oil giant Shell.  

Commenting on the challenge Herbert said: "My role is to ensure that all stakeholders across the country are effectively engaged by the NPfIT.  The objective of that engagement is to build support for new IT systems, new ways of working and new ways in which patients will interact with clinicians.”

He continued: “We are focused on realising the benefits of new systems for both patients and NHS staff. The style of communication we adopt is critical to our success and it will be characterised by dialogue and trust."

Poor communications and a failure to engage with clinicians and other NHS staff have been persistent criticisms of the NPfIT since its launch.  NHS IT director general Richard Granger has frequently stated that effective communications and detailed consultation were initially traded for speed to rapidly mobilise the programme.

The overall tone on communications was set by Granger in his very earliest presentations to suppliers back in December 2002 when he made clear that those seen to brief against him, or rock the boat did so at their peril.  This warning shot, combined first with the lure of huge contracts and then confidentiality clauses and tight gagging clauses in contracts has kept a lid on most dissent from many suppliers.

However, following the completion of the procurement phase of the programme in January 2004, the promised fresh start on communications has been slow to materialise.  The national programme has begun to make more briefing materials available to NHS staff, such as last months Making IT Happen newsletter, but continues to adopt a largely defensive approach to press relations.

On key questions ranging from the position of legacy suppliers; how the change management associated with new systems will be delivered; details of contracts signed; and technical details of the data spine or the data that will be contained on NHS Care Records Service, information remains scarce.

E-Health Insider understands that despite his fearsome workload Granger retains a strong personal involvement in all communications relating to the programme, down to the micro-level of reviewing asking for amends on brochures and other materials that suppliers are required to have signed off centrally.

E-health Insider sincerely hopes that the new communications director is successful in engendering a new style of communications, based on trust, dialogue and openness, which will be a pre-requisite to the ultimate success of the programme.