2027 – remember the date!
The Public Switched Telephone Network (PSTN), which has been the backbone of telecommunication systems for decades, is set to be decommissioned by 2027. This event, known as the ‘Big Switch-Off’, marks a significant transition from analogue to digital telephony. For the NHS, this shift presents both challenges and opportunities, yet despite this chance to innovate, 44% of NHS Trusts lack a strategy for the PSTN Switch-Off.
As the traditional telephone lines that underpin critical operations are phased out, the NHS must navigate this transition carefully to ensure continued service delivery and patient safety.
Current state of telephony in the NHS
The NHS currently relies on a complex web of telephony systems, often provided by multiple vendors. This ‘Frankenstein estate’ of technologies results in a fragmented communication infrastructure plagued by inefficiencies, security vulnerabilities, and a lack of integration with other digital services. Staff members frequently juggle different systems to perform basic tasks, leading to delays and potential gaps in service delivery.
Not only that, but the existing telephony infrastructure is also outdated and not designed to meet the demands of modern healthcare. Features such as call recording, voice-to-text conversion, and quick routing to the correct department are often absent, increasing wait times for patients and adding pressure on healthcare staff. The lack of standardisation further introduces significant security risks, making these legacy systems prime targets for cyberattacks.
In June 2024, nearly 400GB of private patient information was stolen from pathology testing organisation Synnovis, subsequently leading to the postponement of nearly 5000 outpatient appointments and 1391 operations. Those statistics alone should spur NHS Trusts into action when their cyber posture is concerned.
Risks and Challenges Posed by the PSTN Switch-Off
The decommissioning of PSTN poses several risks and challenges for the NHS:
- Operational Disruption: The immediate risk is the potential disruption of critical services if alternative solutions are not in place by the PSTN Switch-Off date. This could impact essential operations, including emergency services that rely on traditional telephone lines.
- Security Vulnerabilities: Legacy systems, often patched together in a piecemeal fashion, are vulnerable to cyberattacks. The NHS handles sensitive patient data, and any breach could have devastating consequences.
- Increased Costs: Delaying the transition to digital telephony could result in increased costs due to the need for emergency fixes and temporary solutions. Proactive planning and early adoption of digital solutions can mitigate these costs.
- Administrative Burden: Navigating multiple systems creates an administrative burden for healthcare professionals, diverting time and resources away from patient care. On an average day, NHS and social care managers spend 7-8 hours on administrative tasks alone.
Steps to transition to digital telephony solutions
To mitigate these risks and ensure a smooth transition, the NHS must take several strategic steps:
- Engage with Suppliers: Early engagement with suppliers to discuss digital alternatives is crucial. Solutions such as SIM card and mobile replacements for essential services like emergency phones in hospital lifts must be explored.
- Adopt Unified Communication Platforms: Implementing a unified communication platform like Microsoft Teams Phone can address many of the challenges posed by the current fragmented systems. Teams Phone integrates voice, video, and text under a single interface, streamlining communication and reducing operational costs.
- Invest in Future-Proof Solutions: Future-proofing communications involves adopting systems that can evolve with emerging technologies. Microsoft Teams Phone, with its commitment to ongoing development and integration of AI and IoT capabilities, provides a scalable solution that can adapt to future needs.
- Enhance Cybersecurity Measures: Strengthening cybersecurity measures is essential to protect sensitive data. Investing in secure, modern telephony systems that comply with the latest security standards will mitigate the risk of cyberattacks.
- Professional Support and Training: Partnering with experienced providers like Gamma, who offer professional services including consultation, project planning, and end-user training, can facilitate a smooth transition. Gamma’s expertise in unified communications ensures that the NHS can maximise the benefits of the new system.
Benefits of proactive planning for the PSTN Switch-Off
The PSTN Switch-Off represents a pivotal moment for the NHS. While it presents significant challenges, it also offers an opportunity to modernise and enhance the telephony infrastructure. By proactively planning and adopting future-proof solutions like Microsoft Teams Phone, the NHS can ensure a seamless transition, minimise operational disruptions, and improve overall communication efficiency.
Gamma’s role in this transition cannot be understated. With our extensive experience in enabling voice for Microsoft and commitment to supporting the NHS’s digital transformation journey, Gamma provides the necessary expertise and support to navigate this complex transition. By addressing the current telephony challenges and preparing for the future, the NHS can focus on its core mission: delivering high-quality patient care.