Our digital-first approach to patient communications
To help make the NHS fit for the future, we are transforming patient communications by embracing a digital-first approach. This means reaching more patients via the NHS App, text messages or email. Eventually, we want all appropriate patient interactions to occur seamlessly and instantly through the NHS App, improving accessibility, efficiency and overall patient experience.
Shifting from analogue to digital
Increasingly, people in England are managing their health digitally. In the 2025 GP Patient Survey, we saw a 5% increase in patients interacting with their GP practices online.
Recognising this and the need to embrace digital solutions, as outlined in the 10 Year Health Plan, we are working to adopt a digital-first approach to patient communications. Going forward, the NHS App will be the primary channel used, followed by text messages and emails. Digital-first does not mean digital-only, and we will continue to send letters to patients who need them.
Benefits of a digital-first approach
Whether it is an in-app reminder about an appointment or a text message with tips on quitting smoking, digital messaging helps reach patients quickly and conveniently. Prioritising digital channels to reach patients provides many benefits:
Digital-first messaging can reduce the number of patients who ‘did not attend’ (DNA). When using the NHS App with notifications turned on, patients receive reminders and push notifications, so they are more likely to turn up.
Putting it into practice
To boost digital messaging across the NHS, we are focusing on areas where we send a high volume of patient communications, such as vaccinations, screening, GP appointment reminders and questionnaires.
We are changing guidance to NHS providers to encourage them to embrace digital-first solutions in reaching patients. This is reflected in the latest operational planning guidance which states that:
“All providers proactively offer NHS App-first communications to patients (with due regard to digital inclusion), by default through the NHS Notify service”
By the beginning of 2026, we are aiming to send 270 million messages through the NHS App – an increase of 70 million on 2024. Fuelled by increased investment into the app, this could save the NHS £200 million over the next 3 years.
Digital inclusion is a priority
Digital-first does not mean digital-only. We will continue to communicate with patients in ways that are comfortable and convenient for them. Our patient messaging is powered by NHS Notify, which helps hospitals and practices to identify the best form of communication to reach individuals.
For example, if a patient has the app downloaded with notifications turned on, NHS Notify will recommend app-based messages. However, if a patient doesn’t have the app downloaded or doesn’t open an email, a physical letter will be sent to reach them.
At the same time, we are expanding accessible communications such as braille and easy read. We are continually considering how to better reach all patients by ensuring NHS communications are more accessible and inclusive.
Get started
Providers
We are rolling out NHS Notify to simplify sending messages app-first across the NHS, with SMS, email and letter fallbacks. Visit NHS Notify for more information.
Patients
Download or update the NHS App today and turn on notifications to read more messages digitally. Visit NHS App and your NHS account.
Last edited: 3 September 2025 9:46 am