Company Overview

UCLPartners is a partnership of world-leading academic and clinical research centres, NHS organisations, industry, patients, and others, based in the United Kingdom. The company aims to harness research and innovation for excellent patient care and a healthier population – in London, across the UK, and globally. 

The Case

During the COVID-19 pandemic, UCLPartners set up a learning system helping front-line healthcare workers (clinical staff caring for the patients) gather and act on insights efficiently without increasing burden on hospital staff. At a field hospital in London, created during the first wave of the pandemic, UCLPartners tested a novel role in healthcare called the “Bedside Learning Coordinator” (BLC). 

The BLC role was introduced to function as a mechanism for rapid feedback between the front-line & hospital management. It was designed to observe and interview staff on the ward, rapidly forward qualitative insights to the management team to review and implement required actions. Also, the BLC undertook focused audits to confirm that implemented changes were successful, satisfactory to staff, and permanent.

The Challenge

Initially, the staff feedback was collected on paper and transcribed remotely into five ‘domains’ presented in an Excel spreadsheet. A critical part of the process the BLC role supported was data capture, synthesis, and triage of actions and tracking the progress of implementation. Based on the learning from the BLC’s introduction in NHS Nightingale Hospital London, it was evident that the method of data collection and data processing would benefit from digitalisation and optimisation.

UCLPartners were therefore looking for a technological partner that could work with them collaboratively to develop a solution for improving the information flows within hospitals. After receiving recommendations from academic and commercial partners, UCLPartners have decided to approach TeleSoftas.

“We spoke to several companies, but TeleSoftas understood what we were looking for and what we needed the best. They also seemed to have a passion for working with us on this project.”

Jenny Shand
Director @ UCL Partners

The Solution

The goal of the project was to develop an MVP for the BLC feedback collection application that would be used in NHS Nightingale Hospital London and function on portable devices. The main purpose of this application is to monitor real-time feedback, allowing hospital management to make rapid improvements related to hospital operations, efficiency, and patient care.




Ant Design
Redux Docker


Security Incident
Platform – TheHive


Dedicated Development Team
UX/ UI Design
Web App development
Back-end development
Front-end development
Project Management

Dedicated Project Team

To develop an MVP app with a backend database, TeleSoftas built a dedicated project team, consisting of UX/UI Designer, Project Manager, Account Manager, Frontend Engineer, Backend Engineer, DevOps Engineer, and Technical Architect (advisory role).


TeleSoftas involvement in the project began with organising several types of workshops: Requirements & Business Analysis, Discovery, and Empathy.

Requirements & Business Analysis workshops. To discover, refine, prioritize and validate project requirements we conducted a workshop with key stakeholders from the client’s team.  As a result, we defined the MVP Scope and roadmap for the BLC App and suggested the most suitable architecture as well as technical stack.

Discovery workshop. To kick-start the design process, we conducted a workshop to outline the scope and deliverables for the UX/ UI design part. In consultation with the client, our experts developed the Design Brief.

Empathy workshop. During the workshop, we led the customer journey map creation and defined essential customer persona traits. As a result, we created a product concept that is not only functional but also aligned with users’ expectations. This was achieved by defining user flows of different users, i.e. how the app will be used by the hospital staff vs. hospital management.

UX / UI Design

We defined the look and feel of the app (including the color palette that matches an NHS hospital environment). Our design experts created wireframes and clickable prototypes for desktop, tablet, and mobile devices. Finally, the design system was created, ensuring that the visual part is consistent across all devices.

Web App Development

We have developed a responsive React single-page app and continuously iterated it according to incoming feedback from the client.

Back-end Development

We came up with a creative solution to use an open-source platform TheHive as a basis of this application, which has allowed us to save precious time and reduced the time to deliver the initial version of the BLC app. This was extremely important due to the Covid-19 pandemic context, where an ability to rapidly initiate changes and improvements in hospitals is needed as never before. The remaining custom features were built using Scala programming language.


We were responsible for setting up the required infrastructure and continuous integration/deployment operations in order to simplify the development process.

Project Management

We used an Agile software development approach and Scrum methodology for managing the project. The continuous iteration process has allowed us to achieve the best results while focusing on the most important priorities.

BLC Persona (Empathy Workshop)

Customer Journey Map (Empathy Workshop)

Key Roles

Together with the client, we developed a web-based app that is easily usable by front-line staff and management and those with differing levels of technical confidence. There are 3 different user roles within the app:

Bedside Learning Coordinators

Categorise and enter new feedback

Track submission status

Search the database

Conduct one-off audits

Hospital Management

Search the database

Run regular reports on the database

Update database with progress on implementation of changes


Hospital Workforce

See recent updates

Receive push notifications

The Outcome

The result of our collaboration is a BLC feedback collection app, driven to empower healthcare professionals to improve lives and achieve better patient outcomes by converting feedback into actionable information. Due to our decision to use an existing open-source incident management system for our back-end logic, we were able to build a ready-to-use MVP application in less than 3 months, which was extremely important for the client in the context of Covid-19.

UCLPartners will soon launch an expression of interest to partner organisations to pilot the BLC app. Over the coming months, the client will support hospital teams to use and test the app utility in an acute hospital setting.

Future Goals

The Bedside Learning Coordinator role proved to be highly effective and resulted in many changes to improve both the quality of patient care and the working conditions of the staff. Going forward the client will continue to collect key metrics to demonstrate the application’s ability to gather staff and patient insights allowing to act on them quickly, improving the quality of care delivered, staff satisfaction, and the operational performance of services. 

The app is now being modified to be piloted in other NHS hospitals. The long-term goal is to build a fully-fledged product that can be used in numerous NHS hospitals across London and the UK through mutual collaboration and expansion.

The team was very open and honest throughout the process and had a proactive “can-do” attitude. TeleSoftas were committed to understanding our requirements in great detail, and it was clear from the beginning that they had invested extensive time reviewing the documentation we had sent and actively listening in initial discussions. They came to our first meeting very prepared and informed. They took the time to understand us and our needs.

Jenny Shand
Director @ UCL Partners

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