Event insights - How charities and the NHS can drive change together

We had an incredible lineup of speakers. Crystal Rolfe from RNID, who’s written about the urgency of NHS reform in the Darzi Review, shared insights on how audiology and ENT services must evolve. Debbie Miller from RNIB talked about the innovative work they're doing with eye care, and Brad Gudger from Alike spoke passionately about using technology to build connections that support patients. Each of them brought a unique perspective to the table, and the common thread running through all their talks was the power of collaboration.

One of the big takeaways was around technology. We discussed how tech can serve as a bridge between rural and urban areas—how it could help connect people going through similar treatments who might otherwise feel isolated. But it’s not about leading with tech for tech’s sake. The solution starts by listening to people’s needs. Too often, we see solutions that miss the mark because they don’t start with understanding the user’s real-world challenges.

A striking example came up in the context of hearing health. NHS waiting lists are increasing for audiology and ENT services, and Crystal pointed out that around 18 million people in the UK experience hearing issues, but many haven’t accessed the help they need. This can lead to isolation, depression, and even dementia. There’s still a stigma around hearing aids, even though the NHS offers high-quality, discreet options.

There’s so much more that can be done to support people while they’re waiting for treatment—whether it's simple, accessible information or technology that enables frequent face-to-face interactions. Real, meaningful friendships and human contact, especially when someone is going through something as difficult as medical treatment, are essential.

Debbie talked about how they’ve worked with over 30 organisations to ensure that people with sight loss get the support they need from the moment they notice an issue through to diagnosis and beyond. It’s a brilliant example of how collaboration can truly make a difference—between opticians, hospitals, and support services, there’s so much that can be done to help people earlier and more effectively.

The conversation moved towards how charities and the NHS can better integrate services to ensure patients aren’t left in limbo while they wait for appointments. Charities need to be able to step in and help with the smaller, more immediate needs that the NHS might not have the resources to meet. The audiology pathway hasn’t changed much in 20 years, but technology could revolutionise it. Could we use AI to triage people, assess if they need audiology or ENT, and allow them to book appointments online? This kind of forward-thinking is exactly what’s needed.

We also touched on the potential for mainstream tech to support health. Apple in the US recently announced that they can now call AirPods a hearing aid. It’s amazing to see that kind of innovation, but we need to ensure the NHS is equally equipped to meet people’s needs—tech should complement, not replace, NHS care.

There was a real sense that charities need to work more closely together, sharing knowledge and technology across the sector. Imagine a community of practice that unites charities, sharing challenges, solutions, and best practices. We don’t need to keep solving the same problems over and over when we can learn from each other.

Of course, no discussion about innovation would be complete without mentioning AI. The potential to use AI to monitor patients at home or streamline processes is huge, but the NHS needs to be able to adopt and scale these innovations effectively. We agreed that both the NHS and charities need to take more risks with new tech, to trial and learn quickly—and crucially, to listen to what people actually need along the way.

The morning ended on an optimistic note. There’s no doubt that the NHS is under pressure, but the enthusiasm for finding ways to collaborate and innovate was palpable. Charities, the NHS, and tech companies must keep working together to build a future where patient care is more efficient, compassionate, and accessible.

It was a truly engaging discussion, and I walked away feeling positive about the role charities and organisations like Torchbox can play in supporting the NHS through these challenges.

If you'd like to be notified of future events we're hosting you can sign up here.