Aileen Waton, Chief Nursing Officer at Bupa Care Services, discusses what care homes must not lose in the race to digitise.
Technology is increasingly embedded in how we deliver care. From digital records to AI-enabled systems, innovation is shaping conversations across the sector.
With careful planning, robust safeguards and a focus on human-led care, these tools have significant potential to improve safety, quality and efficiency in our care homes. But as adoption accelerates, we must remain clear about what technology is there to do — and what it must never replace.
Technology is already enhancing care in practical and measurable ways. Across our homes, handheld devices allow carers to record interactions with residents in real time, reducing paperwork and freeing up capacity for high-quality, face-to-face care. Reporting on quality, risk and compliance has been digitised, enabling clearer oversight and more consistent governance.
Electronic medical records are helping to reduce the time it takes to administer medications safely and are supporting improved clinical outcomes.
There is an endless stream of new and exciting technology entering the market. However, deciding what works for residents and colleagues must be done with intention. The starting point should always be a clearly defined problem . It is easy to hear about a new piece of technology and focus on its potential, but the problem should guide the solution — never the other way around.
Engagement is equally important. Residents, relatives, colleagues and anyone who will interact with the technology must be involved early. Their perspectives shape whether an innovation will genuinely enhance care or create unintended barriers. Trust must sit at the heart of implementation. Working with reputable partners who share similar values, and ensuring that strong privacy and security safeguards are built in from the outset, is non-negotiable.
Safe use does not happen by accident. It must be designed into governance frameworks and adhered to rigorously, with robust oversight. Technology should be continuously evaluated to ensure it is delivering a clear, positive benefit. If it is not, we must be willing to remove or adapt it. Piloting innovations, examining results carefully and moving quickly if something does not work allows providers to test new approaches responsibly.
Informed consent remains critical throughout this process. Through open communication, clear signage and transparent processes, residents should understand what technology is being used and why.
Consent must always be able to be withdrawn without affecting the quality of care provided. Digital systems should never create a situation where individuals feel monitored without understanding or control.
A common concern is that technology may reduce or even replace human involvement. Simply put, care cannot be carried out by technology. Our colleagues deliver high-quality, person-centred, face-to-face support every day. That human connection — the ability to notice subtle changes, provide reassurance and build relationships — can never be automated.
However, digital systems can and should support that work. At The Bridles, a new care home opening this spring, we are looking to introduce a range of innovations designed to enhance, not replace, personal care. These include digital health records, thermal sensor technology to monitor sleep and assess falls risk, AI voice-activated devices to assist with everyday tasks and communication; and ‘Blua Family’, an online portal that provides personalised, on-demand updates to relatives.
AI also has the potential to transform how we support decision-making. It should never be used to make decisions independently or to replace professional judgement, but it can help colleagues identify patterns, manage information more efficiently and spend less time on administrative tasks. When used responsibly, that time can be redirected back to residents.
Technology will not remove people from our care homes. Used correctly, it can make care safer, streamline governance processes, improve quality and help attract talented individuals into the sector. Social care faces significant pressures — from an ageing population to workforce challenges. Ethical, thoughtful digitisation will be an important part of addressing those pressures, while ensuring that what matters most — dignity, compassion and human connection — is never lost.
