How AI can revolutionise healthcare systems in the UK: opportunities and the power of Agentic AI

‍This article was written in collaboration with Joe Daniels, Senior Salesforce Consultant at Gen25.

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Healthcare is one of the most vital pillars of society. At some point, everyone has relied on its support: whether through routine check-ups, emergency care, or long-term treatment. Yet, despite its crucial role, the global healthcare sector is grappling with significant challenges, including outdated systems, workforce shortages, and patient non-adherence to treatment plans. At Gen25, we believe that AI presents substantial opportunities to address these challenges and that it has the potential to transform the future of healthcare. In this article, we will explain these opportunities and their impact in the United Kingdom. Moreover, we will examine how Agentic AI can contribute to this and ensure that healthcare systems are as AI integrated as possible. 

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Worldwide, healthcare providers contend with cybersecurity risks, slow change & adaptation and siloed legacy systems. According to research by Forrester on behalf of Salesforce, 64% of senior health leaders state that inadequate data is a barrier to transformation. On the practitioner side, the British Medical Association (BMA) states that there is an enormous workforce shortage, projected to reach 360,000 by 2036. Their analysis also showed that nearly 45% of medical staff report work-related stress, with burnout as a potential result. However, it’s not just employers and employees who face challenges: patients are also affected. Many struggle with access to care, live with chronic lifestyle-related conditions and experience gaps or repetition in their treatment. Taken together, these challenges form a need for change. 

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Key themes and opportunities

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AI has the potential to be the key to driving these changes. The National Health Service (NHS) of the United Kingdom has stated in their latest report ‘Fit for the future: 10 Year Health Plan for England' that their goal is to make AI every nurse’s and doctor’s trusted assistant for saving time and support in decision making. They want to make their health system AI-enabled by seamlessly integrating AI into clinical pathways. At Gen25, we see opportunities for using Health Cloud: Salesforce’s healthcare specific CRM system. Health Cloud offers a range of features for several themes:

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• Single patient records: the Patient 360 view, Care Timelines and Household Mapping options allow users to see a patient’s complete history at a glance, enabling more coordinated and personalised treatment. 
• Interoperability: FHIR & HL7 integration, MuleSoft Health Integration and API’s & Data Model extensibility ensure access to comprehensive patient information from multiple systems into a single record.
• Population Health Analytics: Salesforce Tableau & CRM analytics and Care Gaps & Campaigns help care providers prioritise based on real-time population needs and realise proactive instead of reactive care.
• Digital Front Door: through Patient portals via Experience Cloud patients can book appointments, receive medication reminders and more.
• Patient Enablement / Provider Network Management: with the Provider Search feature patients can self-navigate care networks more easily and providers can evaluate their services.
• Workforce Enablement: Omnistudio can generate referral and discharge letters and a combination of Health Cloud features & Agentforce allows for example to create clinical summaries and give guidance based on patient history. 
• Preventive Care: by CRM Analytics & Care Plans health analytics can be leveraged and health risks can be proactively identified.
• Innovations & Holistic Health: Health Cloud extensibility and IoT integration incorporate wearable data into Health Cloud and trigger alerts if needed.

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Agentic AI with Agentforce in practice

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Agentic AI also offers new opportunities for the healthcare sector. AI-driven personalised medicine streamlines outdated legacy systems by delivering precise, data-informed treatment plans. AI-powered robotic surgery eases the strain on healthcare professionals, enabling them to handle more cases with greater accuracy and efficiency, resulting in smaller workforce shortages. Meanwhile, wearable device integration and remote patient monitoring tackle patient non-adherence by providing continuous insights, timely reminders, and early intervention when treatment plans are not being followed. Together, these capabilities modernise healthcare infrastructure, support overstretched workforces, and keep patients more engaged in their care.

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If we talk about AI in healthcare environments, we also want to mention data security for the sensitive data which is used in the sector from clients, patients and treatments. AI solutions built with Agentforce are designed with data security at their core, leveraging features from the built-in Trust Layer to ensure sensitive information is protected throughout. This Trust Layer includes key safeguards such as zero-retention agreements with the underlying large language models (LLMs), ensuring customer data is never stored or reused. Additionally, it provides the ability to anonymise and encrypt personally identifiable information (PII) before processing, further reducing exposure risks.

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Agentforce also supports a Bring Your Own (BYO) model, allowing healthcare organisations to integrate their own specialised AI models, such as those tailored for clinical data, medical terminology, or compliance-specific use cases. This flexibility ensures that sensitive health data is processed using models that meet strict regulatory and organisational standards. For healthcare organisations, this means they can leverage AI solutions in a way that is both domain-specific and compliant, without compromising data security.

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How can Gen25 help bring AI to life and resolve challenges in healthcare?

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At Gen25, we combine technical expertise, business consultancy and a focus on patient and consumer experience to ensure AI can make a real difference in healthcare and other industries. With Salesforce Agentforce, we can help your organisation turn Salesforce data into tools that can overcome all of the healthcare challenges as mentioned before, while following a four-step approach.

1. We start with an AI and CX Performance Scan to map your customer experience and pinpoint where AI can add value. 
2. In AI Readiness Game Plan workshops, we explore your challenges, share use cases, and create an actionable roadmap. 
3. We then build a targeted proof of concept (POC) or minimum viable product (MVP) using tools like Salesforce Agentforce to test and validate results in practice. 
4. Finally, we scale AI into full operations, refining solutions to drive growth, improve efficiency, and enhance customer focus to ensure AI becomes a powerful, lasting part of your business.

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Are you ready for it?

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Curious about how AI could transform your organisation? We would be happy to discuss it with you.

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Pallavi Boppana

‍Strategic Account Executive

p.boppana@gen25.com