Reimagining the NHS: why ServiceNow’s AI platform is key to delivering the 10-year health plan

The UK Government’s Fit for the Future 10-Year Health Plan sets an ambitious goal: to make the NHS one of the most digitally enabled health systems in the world.

With the announcement of the first NHS Online Hospital opening in 2027, this ambition is beginning to take shape. But turning strategy into reality needs platforms that are secure, scalable and outcome-driven, alongside trusted partners.

We see three big shifts driving this transformation: moving more care into the community, embedding digital-first services, and prioritising prevention over treatment. ServiceNow’s AI-powered platform, delivered in partnership with Phoenix, offers the foundation to make those shifts possible. 

AI as the driver of change 

AI is already reshaping the NHS, not just as a concept for the future but in real, measurable ways today. AI-driven tools such as My Companion and My Choices have saved the NHS time and costs. Trials of AI-powered scribe technology have also allowed clinicians to spend more time with patients, see more people per shift, and cut appointment lengths. 

These results show the power of AI to release capacity, reduce costs and improve patient experience. Importantly, they also show that when deployed thoughtfully, AI enhances care rather than complicating it.

Why ServiceNow?

ServiceNow’s strength lies in bringing together multiple workflows on a single, AI-enabled platform. Whether it’s clinical operations, IT, HR or patient services, the platform breaks down silos and supports faster, smarter decision-making. Its healthcare-ready solutions, like Patient 360, HL7 FHIR integration and Care Team Portals, are built for the complexity of the NHS. 

For staff, automation takes care of repetitive tasks, freeing time for patient care. For patients, this means a smoother, more joined-up experience. And for trusts, it means greater resilience and measurable improvements.  

Preparing for NHS Online 

The launch of the first NHS Online Hospital will be a landmark moment. But for it to succeed, it must feel like part of one connected system, not a separate digital add-on. Patients shouldn’t have to repeat information or switch between disconnected platforms when moving from online to in-person care. 

Delivering this seamless experience requires interoperability, inclusivity, and scale. ServiceNow provides the platform to make that happen. We add the sector expertise to ensure it is designed around people, not just processes. 

Why Phoenix?

Technology alone isn’t enough. Success depends on a trusted partner who understands NHS priorities and pressures. Phoenix Software already supports over 100 NHS trusts with cloud, digital and AI solutions. We bring deep expertise in secure, compliant platforms, and we collaborate closely with ServiceNow and GlideFast Consulting to deliver solutions that work in practice as well as on paper. 

Our focus is always on connecting people, processes and data to improve care. And we do this while helping trusts move towards more sustainable, cost-efficient operations.