Tech in hospice care: the game-changer we never knew we needed

As CEO of Rowcroft Hospice, I’m constantly thinking about how we can do more for our patients, make the best use of every penny donated, and future-proof the way we deliver end-of-life care. And to me technology is a huge part of that journey.

Now, I know what some of you might be thinking,  hospices are about human connection, warmth, and compassion, not gadgets and data. And you’d be absolutely right. But here’s the thing: technology isn’t here to replace that care. It’s here to make it better, smarter, and more efficient, so our teams can spend more time doing what really matters - being there for patients and their families.

Hospice collaboration on digital services

Back in 2018, we took a big step forward by joining forces with St Luke’s Hospice in Plymouth to create a shared IT service. It was a simple idea - pooling resources to control costs, boost cybersecurity, and build a more resilient digital infrastructure. Fast-forward to today, and this model has been a game-changer.

With the cost-of-living crisis hitting charities hard, efficiency is more important than ever. That’s why we’re now looking to expand this shared service to include other hospices. Imagine the benefits - greater digital capability across the sector, reduced duplication, and more money going directly to patient care instead of IT overheads. It just makes sense.

The truth is, for a long time, hospice care has been seen as ‘low-tech’ and for good reason. We’re not here to build software or manage IT systems; we’re here to care for people at one of the most vulnerable times in their lives. But ignoring technology is not an option. Imagine now recording all patient information without SystmOne or equivalent.

Embracing innovation and balancing risk 

As a leader, my job is to strike the right balance between embracing innovation and managing risk. Every technology investment has to be meaningful, sustainable, and most importantly aligned with our core mission. That’s why we work closely with our Trustees to ensure that digital projects enhance care, rather than add unnecessary complexity.

One of the most exciting projects we’ve been working on is a patient-centred web application, co-designed with our patients and families and funded in collaboration with The Health Foundation’s ‘Tech for Better Care’ programme.

Improving access to hospice support 

We saw a growing issue with, many of our patients, especially those living with dementia or in rural areas, struggle to access timely support. And with demand for our community services increasing, we needed a way to help more people without stretching our teams to breaking point.

This new app will provide personalised advice, help families plan for future care, and include a self-assessment tool that flags up potential issues before they become crises. Through our partnership with Amazon Web Services (AWS), we plan to use cloud technology and AI-driven analytics to monitor symptoms in real-time. The goal? To intervene earlier, reduce hospital admissions, and make sure patients get the right support when they need it most.

And that’s not all. As an AWS IMAGINE grant award winner, we’ve been able to develop an AI-based tool that could transform care in nursing homes, monitoring hydration levels and ensuring safer door access. We’ve now got a minimum viable product and are piloting it. If successful, we could be looking at taking it to market.

Electronic prescribing 

Closer to home a recent win has been electronic prescribing. Until recently, medication records for many has been largely paper based. The result? Risk of errors, delays, and endless paperwork for our clinical teams.

By switching to a fully digital system, we’ve not only made prescribing safer and more efficient but freed up more time for hands-on patient care. This along with the ease of access to our teams working in patient’s own homes to access their medical records electronically has been amazing. 

Improving efficiency and saving money 

Let’s be honest funding is always front and centre for charities like ours. Every single innovation has to earn its place by improving care or saving money (ideally both!).
One of our big strategic goals is to be paperless by 2030. It’s an environmental commitment, yes, but it’s also about cutting costs. Printing, storing, and managing paper records isn’t just outdated, it’s expensive. Going digital means, we can reinvest those savings straight back into patient care.

And it’s not just clinical systems getting an upgrade. Our retail operations, which provide a significant chunk of our funding, have introduced a new driver app to optimise donation collections and deliveries. Less fuel wasted, more efficient scheduling, and smoother logistics mean more money going where it’s needed most.

Ensuring cybersecurity 

With great digitalisation comes great responsibility, especially when dealing with sensitive patient data. That’s why we’ve worked hard to achieve Cyber Essentials Plus accreditation, a nationally recognised standard for cybersecurity.

What does this mean in real terms? It means our systems are robust, our patient data is secure, and we’re protecting our organisation from cyber threats that could disrupt care. In an increasingly digital world, trust is everything.

Digital at the heart of our future 

Our exciting plans for our remodelled hospice and specialist dementia nursing home put technology right at the heart of things too. We’re talking augmented reality, acoustic monitoring, automated infection control, and AI-enabled support - all designed to help people stay as independent as possible. Best of all, these clever innovations will help everyone explore and enjoy our beautiful 23-acre gardens safely and independently, without any barriers.

Right now, the UK government’s capital grant funding is offering hospices a golden opportunity to invest in digital transformation. But here’s the catch, fear of change could mean missing out.

At Rowcroft, we firmly believe that compassionate care and technology are not opposites. When designed with patients and staff / volunteers, technology enhances care, making it more responsive, personalised, and efficient. It’s not about replacing the human touch; it’s about giving our teams the tools they need to do what they do best.

Innovation in hospice care isn’t about tech for tech’s sake. It’s about ensuring that every patient, no matter where they are, receives the best possible care. And as a sector, if we want to stay relevant, sustainable, and ready for the future, we need to be bold, embrace change, and take that leap forward.

Mark Hawkins has been CEO of Rowcroft Hospice since 2017. He considers it a great honour and privilege to be able to positively impact the lives of patients and families.

Mark brings a wealth of previous experience from senior positions held across various industries. As the hospice’s leader, he recognises the power of collaboration and open communication. Mark fosters strong relationships with stakeholders. These include healthcare professionals, community organisations, and government agencies.

Under Mark’s guidance, and with the hard work of the hospice team, Rowcroft has achieved many significant milestones. These range from expanding their hospice at home programme to diversifying income streams.

Mark has fostered a culture at Rowcroft that is deeply rooted in empathy, dignity, inclusivity and respect. He has spearheaded several innovative programmes and initiatives. These have elevated the overall experience for patients and their loved ones.