better joined up care - EPR

What are Personas?

Personas are fictional but realistic profiles that represents and gives a voice to key groups of staff or patients. Created through research and insights, each persona captures the typical needs, challenges, and goals of a specific staff role or patient within our trusts.

In the context of the EPR Programme, personas help us better understand how different staff and patients interact with digital systems, what support they need, and how the new EPR system can be designed to make their day-to-day work easier and more effective. By using personas, we ensure that patient and staff voices are at the heart of our planning and that the EPR system will work for everyone, from frontline clinical teams to administrative and support staff.

PwC and Deloitte have been supporting the EPR programme with developing a set of Personas. An MS teams (Town Hall) event was held by PwC who went into a deep dive on two job roles - Medical Secretaries and Digital Helpdesk.

All the personas that have been developed can be seen in the full pack available below. These personas can be used in our Hospitals to illustrate and support our understanding of future transformation and change.

Live Teams - Town Hall event held on 23 May 2025 by PwC

PwC presented the outputs created around personas on staff journeys. They discussed the process that was followed to create these outputs. Various members of PwC showcased each of the different persona slides and then dived deeper into the current and future state journeys for one of those personas. A video was shown that has been created for the personas.

To watch the event click here.