Digital fatigue: A treatment plan for DTLs

This article first appeared in Pulse PCN on 15 May 2025.

As I continue to support General Practices across the region, I frequently hear the phrase digital fatigue. The experience is real—no doubt—but I often find that practices are misidentifying the root causes.

There’s a growing perception that practices are being overwhelmed by an endless stream of digital solutions that don’t seem to boost productivity, enhance efficiency, or improve patient outcomes. However, it’s a mistake to blame the digital tools themselves—or even the drive to adopt them. In many cases, what’s really at play is a lack of structured change management. Digital fatigue often stems from how poorly change is introduced and implemented, rather than from the change itself.

This is exactly where the role of the digital and transformation lead (DTL) becomes critical.

The role of the DTL: acting with the practice, but outside the day-to-day

A DTL occupies a unique and valuable position. While not embedded in the practice’s daily operations, they work closely with the team to help them define and deliver their digital goals. Their skillset should include a high level of IT competence, strong project management experience, and excellent communication and stakeholder engagement capabilities.

Most importantly, they must understand the pressures and dynamics of general practice, build trusted relationships, and help translate system-wide digital ambitions into workable local solutions. They are not there to impose change—you’re there to enable it.

The DTL treatment plan: managing digital change effectively

Here’s a framework to guide your thinking and approach when supporting practices through digital change:

1. Create enthusiasm through vision. Begin with a clear, compelling vision of how the digital solution will improve practice life or enhance patient care. People are more likely to support a change if they understand the reasons, the ‘why’, behind it.
2. Own the change internally. Resistance often arises when staff feel that digital tools are being imposed on them. Work with the practice team to ensure ownership sits locally—this is key to successful adoption.
3. Plan, prepare, and document. Digital improvements rarely succeed without proper groundwork. Support the practice in preparing thoroughly—this includes developing updated standard operating procedures (SOPs), data sharing agreements (DSAs), workflows, and training materials.
4. Invest in the right resources. Effective implementation requires investment—primarily in people’s time. Prioritise initial and ongoing training, allocate protected time for learning, and recognise this as part of the change process, not an optional extra.
5. Promote whole-practice consistency. Ensure consistent implementation across all teams. Allowing individuals or departments to ‘opt out’ undermines both the solution and the culture shift needed. It has to become how we do things here.
6. Celebrate the wins. When a solution delivers improvements, make sure these are visible. Celebrating early wins reinforces the value of the change and maintains momentum.
7. Embrace iteration and ‘fail fast’. Not every innovation will work as expected—and that’s okay. Acknowledge when things aren’t going to plan, adapt quickly, and create a culture where iterative learning is welcomed.
8. Stay connected to the outside world. It’s essential that someone in the practice is continually horizon scanning, engaging with digital networks, and staying abreast of new developments. That someone is often you.
9. Explore funding opportunities. Help practices identify and apply for funding that can support their digital ambitions. This could make the difference between an idea staying on paper and becoming reality.

In searching for a term that captures the opposite of ‘digital fatigue,’ the phrase I keep coming back to is digital energy. Does your practice have it? And if not, how can you, as the DTL, help create it?

Your role is vital. With the right approach, you can transform digital fatigue into digital momentum and energy—and help practices not just cope, but thrive.