{"id":11803,"date":"2026-07-20T17:49:37","date_gmt":"2026-07-20T16:49:37","guid":{"rendered":"https:\/\/www.rldatix.com\/en-uki\/?p=11803"},"modified":"2026-08-12T08:02:09","modified_gmt":"2026-08-12T07:02:09","slug":"ceo-reflections","status":"publish","type":"post","link":"https:\/\/www.rldatix.com\/en-uki\/resources\/ceo-reflections\/","title":{"rendered":"CEO Reflections"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">What does it take to rebuild trust with customers, transform a product, and&nbsp;set&nbsp;a shared vision for the future of health and care technology? In this closing keynote,&nbsp;RLDatix&nbsp;CEO Dan Michelson reflects on the journey since he joined the company, from acknowledging hard truths about service and product quality, through to the innovations now in&nbsp;market. He shares what he has learned about leadership, trust, and why the mission to raise the standard of care everywhere is one that can only be achieved together.&nbsp;<\/p>\n\n\n\n<div style=\"padding:56.25% 0 0 0;position:relative;\"><iframe src=\"https:\/\/player.vimeo.com\/video\/1210265283?badge=0&amp;autopause=0&amp;player_id=0&amp;app_id=58479\" frameborder=\"0\" allow=\"autoplay; fullscreen; picture-in-picture; clipboard-write; encrypted-media; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" style=\"position:absolute;top:0;left:0;width:100%;height:100%;\" title=\"Our Future... Together\"><\/iframe><\/div><script src=\"https:\/\/player.vimeo.com\/api\/player.js\"><\/script>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-key-themes-from-the-panel\">Key themes from the panel<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Service transformation delivered.<\/strong>&nbsp;Over 50 workforce efficiency assessments&nbsp;identified&nbsp;\u00a3350 million in potential savings, averaging \u00a37 million per&nbsp;organisation.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Loop app transformed.<\/strong>&nbsp;From a 1.3 App Store rating&nbsp;with&nbsp;500,000 users&nbsp;to a 4.5 rating&nbsp;with&nbsp;1.7 million users.&nbsp;One customer described the impact by writing \u201cThe app changed my life\u201d&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Real AI innovations&nbsp;already&nbsp;in&nbsp;market.<\/strong>&nbsp;Ask&nbsp;Optima, Smart Match, Lyra for QCS, Loop Locate, and RLD Intelligence are live and being used by customers today, not future concepts.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>A customer success&nbsp;organisation&nbsp;built from scratch.<\/strong>&nbsp;An entirely new function that did not previously exist, designed to help customers get to where they need to go, not just respond to problems.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>A clear vision&nbsp;for the future.<\/strong>&nbsp;To become one of the most important and trusted health and care companies in the world.&nbsp;<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-challenges-addressed-and-how-the-products-respond\">The challenges addressed and how the products respond<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">When Dan Michelson joined&nbsp;RLDatix,&nbsp;many&nbsp;customers had lost confidence. There were real problems with product quality, particularly with Loop, and responsiveness in customer support&nbsp;was not meeting&nbsp;expectations. When the CEO met with the National User Group, every single person raised the same concern. The App Store rating for Loop was 1.3, and the user base was growing rapidly, meaning the problem was only going to get bigger if nothing changed.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The response&nbsp;began&nbsp;with&nbsp;improving&nbsp;service. Trust requires action, not just words. The team invested heavily in customer support, built a customer success&nbsp;organisation&nbsp;that had never existed before, delivered workforce efficiency assessments that&nbsp;identified&nbsp;real financial savings, and expanded professional services. At the same time, the engineering team tackled the product quality issues head-on, transforming Loop from a 1.3 to a 4.5 rating. Once service was&nbsp;stabilised, the focus shifted to innovation, with AI-powered solutions, new compliance tools, and RLD Intelligence all brought to market.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-what-this-means-in-practice-and-who-it-is-relevant-to\">What this means in practice and who it is relevant to<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">The transformation is measurable. Loop went from a product that was the single biggest source of customer frustration to one where users are writing reviews saying, &#8220;This app changed my life.&nbsp;Managing my work and life balance used to be constant stress. Not anymore. Now I can share my roster with my partner, pick up overtime to help manage my house cost or a holiday, and I can connect and communicate with my team and wider&nbsp;organisation.&#8221;&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Beyond Loop, the innovations now in&nbsp;market&nbsp;include Ask&nbsp;Optima, Smart Match, Lyra for QCS, Loop Locate, and RLD Intelligence. These are not concepts for the future. They have already been launched and are already being used by customers.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The CEO also shared a framework for workforce engagement based on research across close to 2,000 companies in 96 countries. It&nbsp;identifies&nbsp;four drivers: community (do I feel like I belong?), opportunity (do I feel like I have a future?), relationships (are they trusted or toxic?), and experiences (am I growing?).&nbsp;The research suggests that 70% of an employee&#8217;s experience&nbsp;is shaped by their immediate team, reinforcing the critical role leaders play in creating positive workplace cultures.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Where This Applies<\/strong>&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>NHS trusts and health systems<\/strong>&nbsp;seeking a trusted technology partner&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Independent healthcare and social care providers<\/strong>&nbsp;looking for innovation and service quality&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Workforce, safety, and compliance leaders<\/strong>&nbsp;driving culture and performance improvement&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Any healthcare&nbsp;organisation&nbsp;globally<\/strong>&nbsp;committed to raising the standard of care&nbsp;<\/li>\n<\/ul>\n\n\n\n    \n    <section\n        class=\"accordion accordion-wide py-16 py-md-26 text-bg-white accordion-post-page\"\n        id=\"\" data-bs-theme=\"white\">\n        <div class=\"container\">\n            \n\n<div class=\"wp-block-columns accordion-intro-row is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h2 class=\"wp-block-heading heading-h2 mb-4 mb-md-4\" id=\"h-frequently-asked-questions\">Frequently asked questions<\/h2>\n<\/div>\n\n\n\n<div class=\"wp-block-column accordion-items-column is-layout-flow wp-block-column-is-layout-flow\"><div class=\"accordion-item mb-1 border-0 bg-transparent rounded-3 d-flex gap-1\" id=\"\">\n    <div class=\"text-bg-off-white rounded-2 flex-grow-1 text-left\">\n        <button\n            class=\"accordion-header accordion-button collapsed border-0 bg-transparent text-dark m-0 heading-h6 px-3 py-3 px-md-8 py-md-6\"\n            type=\"button\" data-bs-toggle=\"collapse\" data-bs-target=\"#collapse-6a8c93639ec1d\" aria-expanded=\"false\"\n            aria-controls=\"collapse-6a8c93639ec1d\">\n            <span>What is the RLDatix vision?<\/span>\n            <span class=\"accordion-icon\" aria-hidden=\"true\"><\/span>\n        <\/button>\n        <div id=\"collapse-6a8c93639ec1d\" class=\"accordion-collapse collapse \" data-bs-parent=\".accordion\">\n            <div class=\"accordion-body pt-0\">\n                \n\n<p class=\"wp-block-paragraph\">The vision is to become one of the most important and trusted health and care companies in the world. Important means the work\u00a0RLDatix\u00a0does is mission-critical and making a real difference. Trusted means that when\u00a0organisations\u00a0think about this work, they cannot imagine doing it with anyone else. The company serves over 10,000 healthcare and care\u00a0organisations\u00a0globally.<\/p>\n\n\n            <\/div>\n        <\/div>\n    <\/div>\n<\/div>\n\n<div class=\"accordion-item mb-1 border-0 bg-transparent rounded-3 d-flex gap-1\" id=\"\">\n    <div class=\"text-bg-off-white rounded-2 flex-grow-1 text-left\">\n        <button\n            class=\"accordion-header accordion-button collapsed border-0 bg-transparent text-dark m-0 heading-h6 px-3 py-3 px-md-8 py-md-6\"\n            type=\"button\" data-bs-toggle=\"collapse\" data-bs-target=\"#collapse-6a8c93639eecd\" aria-expanded=\"false\"\n            aria-controls=\"collapse-6a8c93639eecd\">\n            <span>What happened with the Loop app?<\/span>\n            <span class=\"accordion-icon\" aria-hidden=\"true\"><\/span>\n        <\/button>\n        <div id=\"collapse-6a8c93639eecd\" class=\"accordion-collapse collapse \" data-bs-parent=\".accordion\">\n            <div class=\"accordion-body pt-0\">\n                \n\n<p class=\"wp-block-paragraph\">When the CEO joined in October 2024, Loop had a 1.3 App Store rating and\u00a0500,000 users. The engineering team undertook a major effort to understand the problems and\u00a0condition\u00a0the product. The user base grew to 1.7 million, and the rating is now 4.5, with users describing the app as life-changing for managing their work-life balance.<\/p>\n\n\n            <\/div>\n        <\/div>\n    <\/div>\n<\/div>\n\n<div class=\"accordion-item mb-1 border-0 bg-transparent rounded-3 d-flex gap-1\" id=\"\">\n    <div class=\"text-bg-off-white rounded-2 flex-grow-1 text-left\">\n        <button\n            class=\"accordion-header accordion-button collapsed border-0 bg-transparent text-dark m-0 heading-h6 px-3 py-3 px-md-8 py-md-6\"\n            type=\"button\" data-bs-toggle=\"collapse\" data-bs-target=\"#collapse-6a8c93639f0a1\" aria-expanded=\"false\"\n            aria-controls=\"collapse-6a8c93639f0a1\">\n            <span>What AI innovations are already live?<\/span>\n            <span class=\"accordion-icon\" aria-hidden=\"true\"><\/span>\n        <\/button>\n        <div id=\"collapse-6a8c93639f0a1\" class=\"accordion-collapse collapse \" data-bs-parent=\".accordion\">\n            <div class=\"accordion-body pt-0\">\n                \n\n<p class=\"wp-block-paragraph\">Ask\u00a0Optima, Smart Match, Lyra for QCS, and Loop Locate are all AI-powered innovations that are already launched and being used by customers. RLD Intelligence is also live, with customers actively planning how to activate its benchmarking and insight capabilities. These are not future concepts but products in\u00a0market\u00a0today.<\/p>\n\n\n            <\/div>\n        <\/div>\n    <\/div>\n<\/div>\n\n<div class=\"accordion-item mb-1 border-0 bg-transparent rounded-3 d-flex gap-1\" id=\"\">\n    <div class=\"text-bg-off-white rounded-2 flex-grow-1 text-left\">\n        <button\n            class=\"accordion-header accordion-button collapsed border-0 bg-transparent text-dark m-0 heading-h6 px-3 py-3 px-md-8 py-md-6\"\n            type=\"button\" data-bs-toggle=\"collapse\" data-bs-target=\"#collapse-6a8c93639f2e5\" aria-expanded=\"false\"\n            aria-controls=\"collapse-6a8c93639f2e5\">\n            <span>What is the CORE framework for workforce engagement?<\/span>\n            <span class=\"accordion-icon\" aria-hidden=\"true\"><\/span>\n        <\/button>\n        <div id=\"collapse-6a8c93639f2e5\" class=\"accordion-collapse collapse \" data-bs-parent=\".accordion\">\n            <div class=\"accordion-body pt-0\">\n                \n\n<p class=\"wp-block-paragraph\">Based on research across close to 2,000 companies in 96 countries, the CORE framework identifies four drivers of workforce engagement: Community (do I feel like I belong?), Opportunity (do I feel like I have a future?), Relationships (are they trusted or toxic?), and Experiences (am I growing?).\u00a070%\u00a0of\u00a0the employee\u00a0experience is shaped\u00a0within\u00a0the immediate team.<\/p>\n\n\n            <\/div>\n        <\/div>\n    <\/div>\n<\/div>\n\n<div class=\"accordion-item mb-1 border-0 bg-transparent rounded-3 d-flex gap-1\" id=\"\">\n    <div class=\"text-bg-off-white rounded-2 flex-grow-1 text-left\">\n        <button\n            class=\"accordion-header accordion-button collapsed border-0 bg-transparent text-dark m-0 heading-h6 px-3 py-3 px-md-8 py-md-6\"\n            type=\"button\" data-bs-toggle=\"collapse\" data-bs-target=\"#collapse-6a8c93639f527\" aria-expanded=\"false\"\n            aria-controls=\"collapse-6a8c93639f527\">\n            <span>What does \u201cleaders make people and situations better\u201d mean?<\/span>\n            <span class=\"accordion-icon\" aria-hidden=\"true\"><\/span>\n        <\/button>\n        <div id=\"collapse-6a8c93639f527\" class=\"accordion-collapse collapse \" data-bs-parent=\".accordion\">\n            <div class=\"accordion-body pt-0\">\n                \n\n<p class=\"wp-block-paragraph\">This definition of leadership came from the head of one of the world\u2019s largest leadership institutes, who had worked with close to 20,000 leaders. Rather than defining leadership in abstract terms, he described what leaders do: they make the people around them and the situations they are in better. It is a simple but powerful way to evaluate any leader.<\/p>\n\n\n            <\/div>\n        <\/div>\n    <\/div>\n<\/div>\n\n<div class=\"accordion-item mb-1 border-0 bg-transparent rounded-3 d-flex gap-1\" id=\"\">\n    <div class=\"text-bg-off-white rounded-2 flex-grow-1 text-left\">\n        <button\n            class=\"accordion-header accordion-button collapsed border-0 bg-transparent text-dark m-0 heading-h6 px-3 py-3 px-md-8 py-md-6\"\n            type=\"button\" data-bs-toggle=\"collapse\" data-bs-target=\"#collapse-6a8c93639f773\" aria-expanded=\"false\"\n            aria-controls=\"collapse-6a8c93639f773\">\n            <span>What is RLDatix\u2019s mission?<\/span>\n            <span class=\"accordion-icon\" aria-hidden=\"true\"><\/span>\n        <\/button>\n        <div id=\"collapse-6a8c93639f773\" class=\"accordion-collapse collapse \" data-bs-parent=\".accordion\">\n            <div class=\"accordion-body pt-0\">\n                \n\n<p class=\"wp-block-paragraph\">The mission is to help raise the standard of care everywhere.\u00a0RLDatix\u00a0focuses on three areas: the patients and people\u00a0organisations\u00a0serve, the workforce who\u00a0serves\u00a0them, and the data that enables learning and improvement across both. Solutions are built for the purpose of solving problems in these three domains.<\/p>\n\n\n            <\/div>\n        <\/div>\n    <\/div>\n<\/div>\n\n<div class=\"accordion-item mb-1 border-0 bg-transparent rounded-3 d-flex gap-1\" id=\"\">\n    <div class=\"text-bg-off-white rounded-2 flex-grow-1 text-left\">\n        <button\n            class=\"accordion-header accordion-button collapsed border-0 bg-transparent text-dark m-0 heading-h6 px-3 py-3 px-md-8 py-md-6\"\n            type=\"button\" data-bs-toggle=\"collapse\" data-bs-target=\"#collapse-6a8c93639f9ac\" aria-expanded=\"false\"\n            aria-controls=\"collapse-6a8c93639f9ac\">\n            <span>How has customer service changed at RLDatix?<\/span>\n            <span class=\"accordion-icon\" aria-hidden=\"true\"><\/span>\n        <\/button>\n        <div id=\"collapse-6a8c93639f9ac\" class=\"accordion-collapse collapse \" data-bs-parent=\".accordion\">\n            <div class=\"accordion-body pt-0\">\n                \n\n<p class=\"wp-block-paragraph\">The company invested heavily in customer support to improve responsiveness, built a customer success\u00a0organisation\u00a0from scratch to help customers achieve their goals proactively, delivered over 50 workforce efficiency assessments\u00a0identifying\u00a0\u00a3350 million in savings, and expanded professional services. The consistent feedback from customers is that it just feels different.<\/p>\n\n\n            <\/div>\n        <\/div>\n    <\/div>\n<\/div>\n\n<div class=\"accordion-item mb-1 border-0 bg-transparent rounded-3 d-flex gap-1\" id=\"\">\n    <div class=\"text-bg-off-white rounded-2 flex-grow-1 text-left\">\n        <button\n            class=\"accordion-header accordion-button collapsed border-0 bg-transparent text-dark m-0 heading-h6 px-3 py-3 px-md-8 py-md-6\"\n            type=\"button\" data-bs-toggle=\"collapse\" data-bs-target=\"#collapse-6a8c93639fbef\" aria-expanded=\"false\"\n            aria-controls=\"collapse-6a8c93639fbef\">\n            <span>What does \u201ctrust is something you give, not something you get\u201d mean?<\/span>\n            <span class=\"accordion-icon\" aria-hidden=\"true\"><\/span>\n        <\/button>\n        <div id=\"collapse-6a8c93639fbef\" class=\"accordion-collapse collapse \" data-bs-parent=\".accordion\">\n            <div class=\"accordion-body pt-0\">\n                \n\n<p class=\"wp-block-paragraph\">Based on extensive research into the science of trust, the CEO shared that trust cannot be demanded.\u00a0It\u00a0has to\u00a0be given, which requires vulnerability.\u00a0Sharing what you have in common builds\u00a0initial\u00a0connection. Discovering your differences enables growth. But people are often separated and isolated, and solving that is the daily challenge for every leader and every\u00a0organisation.<\/p>\n\n\n            <\/div>\n        <\/div>\n    <\/div>\n<\/div><\/div>\n<\/div>\n\n\n        <\/div>\n    <\/section>\n\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.rldatix.com\/en-uki\/connected-health-care-summit-2026-sessions-on-demand\/\">&lt;&lt; Back to Sessions on Demand<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>What does it take to rebuild trust with customers, transform a product, and&nbsp;set&nbsp;a shared vision&#8230;<\/p>\n","protected":false},"author":40,"featured_media":11804,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":true,"inline_featured_image":false,"footnotes":"","_members_access_role":[],"_members_access_error":""},"categories":[213],"tags":[352,390],"resource_capability":[],"class_list":["post-11803","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-videos","tag-connected-health-care-summit","tag-connected-health-care-summit-2026-on-demand","primary-category-videos"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.2 (Yoast SEO v28.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>CEO Reflections<\/title>\n<meta name=\"description\" content=\"Jane Stott of Priory Group and Ruth Carnall, former NHS London CEO, discuss culture, career pathways and women in leadership across health and social care.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.rldatix.com\/en-uki\/resources\/ceo-reflections\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"CEO Reflections\" \/>\n<meta property=\"og:description\" content=\"Jane Stott of Priory Group and Ruth Carnall, former NHS London CEO, discuss culture, career pathways and women in leadership across health and social care.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.rldatix.com\/en-uki\/resources\/ceo-reflections\/\" \/>\n<meta property=\"og:site_name\" content=\"UK &amp; 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