CX Voices: Why the NHS Must Rethink How It Talks to Patients with Tom Boyle

The NHS has a communication problem, and it's costing patients. In this episode of CX Voices, Katie Kemshell sits down with Tom Boyle, Head of Telecoms at Sheffield Teaching Hospitals, to explore why a one-size-fits-all approach to patient communication is no longer fit for purpose. In this episode: Why four generations in the workforce is reshaping patient expectations How Gen Z's rejection of phone calls is forcing NHS trusts to rethink their channels The role of live chat, AI translation, and digital strategy in modern healthcare Tom's personal journey with ADHD and autism — and what it revealed about NHS access barriers Why neurodiversity is central to building truly inclusive patient communication The case for a joined-up national digital comms strategy across the NHS Like and subscribe at CXM for more interviews with CX leaders and champions.