Protecting resident data in an increasingly digital-first sector

Robbie Flower, Holistic Care & Wellbeing Lead | Estimated Read Time: 5 minutes

As we are all well aware, the care and wellbeing sector is undergoing a profound digital shift. From electronic care records and cloud-based scheduling to remote consultations and integrated clinical systems, digital tools are now embedded in everyday operations. For residents and patients, this transformation brings clear benefits: more joined-up care, faster access to information, and services that can adapt to changing needs.

But for providers (particularly those supporting vulnerable individuals in care homes, hospices, and community settings) digital-first working also introduces a heightened responsibility. For tech professionals navigating this landscape, the challenge is clear. The sector is accelerating towards a digital-first model, driven by government mandates and operational necessity. But unlike retail or financial services, where a data breach might mean inconvenience or financial loss, in care settings the stakes involve human lives, dignity and wellbeing. Protecting it is now fundamental to trust, safety, and continuity of care.

Why resident data protection matters more than ever

The digitalisation of care has painted a large target on the sector's back, and recent incidents underscore the severity of the risk. The Synnovis cyberattack in 2024 forced thousands of hospital procedure cancellations, demonstrating how digital disruption cascades through interconnected health systems. In March 2024, NHS Dumfries and Galloway saw three terabytes of stolen patient data published on the dark web following a ransomware attack - with nearly 150,000 patients potentially compromised.

And unfortunately these aren't isolated incidents. They represent a systemic vulnerability that stems from several factors: legacy systems with known security flaws, insufficient cybersecurity investment, overstretched IT teams and the sheer value of health data on black markets. Medical records contain everything criminals need for identity theft, insurance fraud, and targeted phishing campaigns.

The threat also isn't purely external. A Scottish care home was fined £1.8 million following a resident's choking death when staff couldn't immediately access digital care plans specifying supervision requirements during meals. Data integrity failures, incomplete digital records and gaps in training can be just as dangerous as malicious attacks.

For residents, the impact of a data breach goes beyond inconvenience. It can undermine dignity, compromise safety, and erode confidence in the organisations entrusted with their care. For providers, the consequences include regulatory scrutiny under UK GDPR, potential ICO enforcement, reputational damage, and operational disruption at times when services are already under pressure.

A complex operating environment

Unlike large acute NHS trusts, many organisations in the care and wellbeing sector operate with limited IT resources. Care homes, hospices, and community providers often rely on small internal teams or external partners to manage increasingly complex technology estates. 

But here's where it gets complicated. The NHS and care sectors are adopting cloud-first and internet-first policies, pushing services towards modern, API-driven architectures. Yet simultaneously, many essential systems (EMIS, SystmOne, NHS Mail and GP Connect) still require Health & Social Care Network (HSCN) connectivity for secure access. Care organisations must therefore operate in a hybrid network environment, bridging legacy infrastructure with cloud-native applications whilst maintaining rigorous security standards across both

This complexity is amplified by workforce challenges. High staff turnover, reliance on agency workers, and the need for rapid onboarding all increase the risk of inconsistent access controls and poor data-handling practices. Technology must therefore support secure working by default, rather than relying on perfect behaviour from every user.

Digital transformation without compromising security

Digital-first does not mean digital at any cost. The most resilient organisations are those that treat data protection as an integral part of transformation.

Key principles include:

Secure by design infrastructure

Modern cloud platforms offer security capabilities that can be complex to configure, including encryption, automated patching, and built-in resilience. When designed correctly, cloud environments can significantly reduce the risk of data loss while improving availability for frontline staff.

Clear identity and access management

Ensuring that the right people have the right access - and only for as long as they need it - is critical. This is particularly important in environments with shift-based working and third-party access. Centralised identity management and multi-factor authentication are no longer optional.

Data availability and resilience

Protecting resident data is not only about preventing unauthorised access. It is also about ensuring data is available when it is needed. Robust backup and disaster recovery strategies help protect against ransomware, system failure, and accidental deletion, reducing the risk of care disruption.

Staff awareness and usability

Even the most secure systems can be undermined if they are difficult to use. Technology must fit naturally into care workflows, supporting staff rather than creating workarounds. Simple, consistent user experiences reduce the likelihood of mistakes and improve overall data hygiene.

The role of interoperability and collaboration

As care becomes more integrated across health and social care, data sharing is increasing. This brings clear benefits for continuity of care, particularly for residents with complex or palliative needs, but it also raises important questions about governance and accountability.

Secure data sharing requires clear agreements, well-defined responsibilities, and technology that enforces policy rather than relying on informal processes. Interoperability should enhance protection, not dilute it. When systems are designed to work together securely, organisations can collaborate with confidence while maintaining control over sensitive information.

Meeting regulatory expectations in a changing landscape

Regulatory expectations around data protection continue to evolve, reflecting the growing digital maturity of the sector. Compliance with UK GDPR, the Data Protection Act, and NHS data security standards is a baseline, not a guarantee of resilience.

Regulators increasingly expect organisations to demonstrate proactive risk management - understanding where data is held, how it is protected, and how quickly services can recover from an incident. For technology leaders, this means moving beyond compliance checklists towards a more strategic approach to information governance.

Looking ahead: data protection as a foundation for care

Digital transformation in the care and wellbeing sector is not slowing down. Remote monitoring, shared care records, and AI-enabled insights are already shaping the next phase of service delivery. Each innovation brings new opportunities, and new responsibilities.

Protecting resident data must be seen as a foundation for progress, not a barrier to it. When organisations get this right, they create environments where staff can work confidently, residents feel respected and safe, and digital tools genuinely enhance care outcomes.

How Cloud Gateway supports the care and wellbeing sector

This is where specialist expertise in healthcare connectivity becomes invaluable. Cloud Gateway brings specific experience supporting care and wellbeing organisations through complex digital transitions. As an HSCN-accredited provider with proven expertise in hospice care, NHS trusts, and care providers, we understand the unique requirements of the sector.

Our platform enables healthcare organisations to maintain compliant HSCN connectivity for essential NHS systems whilst simultaneously establishing secure, private connections to cloud platforms like AWS, Azure and Google Cloud. This hybrid approach eliminates the false choice between legacy infrastructure and cloud innovation - organisations can have both, with unified security policies enforced across the entire network estate.

Importantly, our flexible deployment model recognises the operational realities of care delivery. Connections can be established in hours rather than the 60–90 day lead times common with traditional network providers. Pricing follows an OPEX model suitable for charity budgets and smaller care providers. And their customer success team provides ongoing, proactive support - acting as an extension of internal IT teams rather than a distant vendor.

For technical leaders in the care sector, the challenge isn't simply implementing digital systems. It's building resilient, secure, compliant network infrastructure that protects vulnerable individuals whilst enabling innovation and efficiency. That requires partners who understand both the regulatory landscape and the technical complexity - and who can deliver solutions that work in the real world, under real operational pressures.

The digitalisation of care is inevitable and, ultimately, beneficial. But it must be done right. Resident data, and resident wellbeing, depends on it.

Ready to build secure, compliant network infrastructure that protects your residents whilst enabling innovation? Get in touch with one of our experts today or simply learn more about how we can help.