Impact Expert QT: Louise Wall

The NHS waiting list has climbed to 7.5 million, with over 3 million patients waiting longer than the 18-week target. Louise Wall is tackling this crisis head-on. In 2015, after a decade in UK healthcare, she founded e18 Innovation. By introducing smart automation, her company is cutting patient backlogs and improving staff well-being. Louise’s commitment to delivering exceptional patient care while supporting healthcare professionals exemplifies her dedication to building a fairer, more effective healthcare system.

Stay tuned as she shares her biggest lessons, proudest moments, and what keeps her pushing for meaningful change.

 

What is the biggest thing you have done to create or improve social impact?

In 2015, after a decade of working across various roles in the UK healthcare industry, I founded e18 with a clear mission: to leverage technology to drive meaningful change, particularly in public services like healthcare. From an early age, I aspired to make a tangible difference in society and create a lasting legacy of positive impact. At e18, we bring this vision to life by implementing innovative solutions such as intelligent automation within the NHS. These technologies not only reduce patient backlogs but also enhance staff well-being by eliminating repetitive tasks, enabling healthcare professionals to focus on what truly matters – delivering exceptional patient care.

 

If you were the Prime Minister, how would you improve the UK for everyone?

If I were Prime Minister, I would prioritise targeted investment in technology and innovation specifically to strengthen the NHS and improve healthcare outcomes for everyone. By accelerating digital transformation across the NHS, we could reduce inefficiencies, ease the burden on overstretched staff, and deliver faster, more accessible, and equitable care for patients. I would also ensure that these advancements are implemented ethically, with a focus on inclusivity, so that no community or individual is left behind in benefitting from improved healthcare services. Supporting staff well-being and enhancing patient experiences would be at the heart of this transformation.

 

What is your most significant work lesson?

The most significant work lesson I’ve learned is that empathy is just as important as strategy. While it’s easy to become consumed with technology solutions and processes, the best outcomes come from truly understanding the people you aim to serve. In the NHS, this means actively listening to the challenges faced by healthcare staff and patients, understanding their unique needs, and tailoring solutions to address those pain points effectively.

 

Can you share some key milestones or proudest moments in your career?

One of the proudest milestones in my career has been seeing my eldest son join e18 Innovation as Sales and Operations Director. After earning a First-Class degree in Economics and gaining valuable experience in the corporate banking world, he brought his skills and fresh perspective into the business. It’s incredibly rewarding to watch him contribute to the company’s growth and success, carrying forward the hard-working and entrepreneurial spirit that runs in the family. Knowing that e18 Innovation is a family business with shared values and a strong commitment to making a difference makes this moment particularly special.

 

What is the thing that brings you the most #workjoy?

For me, #workjoy comes from seeing the tangible impact of what we do. When a client tells us that our solutions have freed up staff to focus on meaningful work or improved outcomes for patients, it reminds me why we do this. Knowing that our efforts are making a real difference motivates me every day. 

 

What is one of your pet hates at work?

A lack of focus on the “why” and the tangible outcomes. It frustrates me when discussions or projects focus too much on process or technology without keeping the purpose front and centre. For me, it’s all about ensuring that every step of the journey contributes to meaningful results that align with the broader goals of why we set up e18.

 

Who or what inspires you to continue pushing the boundaries of ethical and impact-driven business practices?

The unwavering dedication of NHS staff inspires me every day. Their resilience in the face of immense challenges motivates me to ensure that our solutions truly serve them.

 

What is your favourite quote?

Choose a job you love, and you will never have to work a day in your life.”Confucius

This quote perfectly encapsulates my approach to work. At e18 Innovation, I’m fortunate to be doing something I’m truly passionate about. When you genuinely love what you do, even the hardest challenges feel like opportunities, and every success is deeply rewarding.



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