A digital-first approach to patient communications

Recognising the need for change, we are working to adopt a digital-first approach, shifting from analogue to digital. The NHS App, text messages and emails will now be the main channels of communication for patients.

‘Digital-first’ patient messaging means using the NHS App, text message and email as the primary way to communicate with patients, relying less on letters.

Whether it's an in-app reminder about an appointment or an email with health advice, digital messaging helps reach patients quickly and conveniently. Digital-first does not mean digital-only and we will continue to send letters to patients who need 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. 

What will change

The NHS will shift towards using the NHS App as the primary channel for patient communication, followed by text messages, emails and letters. We are initially focusing on areas where we send a high volume of patient communications, such as vaccinations, screening, GP appointment reminders and questionnaires.

What this means for you

In the coming year, breast, cervical, and bowel screening communications will all be sent via the NHS App for patients who have the app downloaded and notifications turned on. We will also continue to scale our roll-out to secondary care via patient engagement portals. This means connecting all acute and specialist trusts, and more mental health and community trusts to the NHS App. 

• Improved patient experience: Patients can see all their healthcare messages in one place via the NHS App, providing a modern, convenient, timely, secure, and accessible experience. 
• Cost savings for the NHS: Across the NHS, there is a substantial cost associated with sending letters to patients. This new digital-first approach can cut this cost significantly.
• Fewer missed appointments: Digital-first messaging can reduce the number of patients who ‘did not attend’ (DNA). When using the NHS App with notifications turned on, patients can receive reminders and push notifications, so they are less likely to miss an appointment.
• Greater uptake of prevention services: This approach encourages a higher uptake of prevention services, such as weight management and health advice.

We have already seen where the use of two-way communications via patient engagement portals and the NHS App is saving valuable clinician time.

At Rotherham Hospital, they are sending preoperative triage questionnaires via the NHS App for all patients on surgical waiting lists. In doing so, they found that over a quarter of patients don't need a face-to-face pre-assessment. Instead, they can do a digital pre-assessment via the NHS App, saving 30 to 60 minutes of a nurse’s time. 

The NHS App provides a simple and secure way for patients to access a range of NHS services. As the digital ‘front door’ to the NHS, the app is at the forefront of the shift from analogue to digital.

To help this, we are continuing to make ongoing improvements to the design and user experience of the NHS App including: 

• quicker login methods, such as Face ID and fingerprint recognition 
• compatibility with other mobile apps, allowing patients to add GP appointments directly to their phone calendars
• easier access to test results in clear easy-to-understand formats such as graphs and charts
• repeat prescription reminders, reducing the need for emergency prescriptions
• enabling carers to access their dependents’ messages through their app, if they are registered with the same GP practice

The move to digital-first messaging will take some time, but we are committed to improving the patient experience. The NHS App can help reduce missed appointments, use NHS resources more efficiently and support patients to manage their healthcare.