Digital transformation and AI in UK social care: Supporting, not replacing the crucial human element
As digital innovation continues to shape every business sector, UK social care finds itself at a critical juncture. There is growing interest in how technology – particularly Artificial Intelligence (AI) – may improve care for some of the UK’s most vulnerable people. But, at the same time, there is an obvious concern that while technology can enhance the work of social care professionals, it cannot and should not replace the deeply human nature of care.
Digital skills for frontline workers: A collaborative but challenging journey
Recent reports, such as the UK government’s Plan for Change, suggest that digital technologies could play a significant role in reducing pressures on social care. The vision includes using advanced tools such as AI and machine learning to speed up processes, improve access to information and enhance outcomes for those who rely on care services.
However, although this vision presents many benefits, it also faces challenges: In particular, the fact that many frontline care workers report hesitation or uncertainty when using digital tools. Surveys indicate that less than half of care workers feel ‘secure’ in their digital skills, with almost a third identifying as ‘insecure or novice’.These findings suggest that if social care is to fully benefit from digital transformation, substantial support and practical upskilling will be required. Creative approaches, such as flexible training programmes or peer-to-peer learning, will be necessary to build digital confidence, generate programme fluency and secure real added value from innovative technologies.
Digital gap in social care
Only 40% of current care workers are classed as ‘secure’ in their digital proficiency.
Practical applications of AI
While there is understandable excitement about AI’s transformative potential in social care – ranging from medical support to automated monitoring or even robot care workers – the most immediate value will come from the more modest tools that are already assisting care professionals in their work:
AI-riven language and search tools: Large Language Models (LLM) such as ChatGPT, are helping care teams quickly find information, interpret records or produce documentation. This can save considerable time, particularly around administrative tasks, allowing workers to spend more time engaging with those they support.
Resource allocation: AI-powered scheduling tools are enabling care organisations to allocate workers more efficiently by considering factors such as location, urgency and staff availability. This means less time travelling for care workers and more time spent delivering care to those that need it most.
Streamlining reporting: AI tools can make it easier to generate reports, something that some care workers find daunting, especially if English is not their first language. By making reporting faster and simpler, these tools can help staff focus on what drew them to social care in the first place: supporting people.
Benefits of technology in care
Advanced technologies can significantly enhance the quality, efficiency and personalisation of care:
- Better communication
- Efficient care planning
- Remote monitoring
- Training and development
- Record keeping and compliance
- Increased autonomy for people drawing on care and support
From ideas to impact: Co-creating AI solutions
For technology to be truly helpful in social care, it will be necessary to approach implementation collaboratively, involving care workers in the design and roll-out of AI tools. Care organisations may find value in seeking staff feedback, measuring the impact of new tools, and remaining flexible so that changes meet the evolving needs of both workers and those receiving care.
Additionally, as with any technology, user experience is key. The easier to work with and the more intuitive the technology is, the more likely workers will embrace it.
Keeping people at the core of care
Most importantly, social care leaders consistently highlight that AI should enhance, not diminish, the human qualities of care. Currently, intrinsic human skills such as empathy, intuition and personal judgement cannot be replicated by technology. Instead, AI can help care providers save time and resources, allowing them to serve care users better.
Trust and transparency are further considerations. As digital transformation continues at pace, stakeholders – including policymakers, care providers and technology suppliers – must prioritise designs that are clear, ethical and explainable. Robust safeguarding against bias and ensuring that high data quality supports fairer outcomes for everyone who relies on support is important.
The future is collaborative
Ultimately, the journey towards greater digital maturity in UK social care must be a shared one. With a collective commitment to learning, innovation and a determination to keep people at the heart of care, technology and AI may become powerful allies to today’s care professionals.
Learn more
For an in-depth overview of UK social care, including the integration of AI into care services, download the Brook Street 2025 Social Care Trends Report now.
