Patient email communication enhancements in the NHS e-Referral Service

The NHS e-Referral Service (e-RS) introduced a paperless communication channel in February 2020 to allow patients* to receive their first outpatient appointment request information via email, instead of (or as well as) the traditional letter from GPs/referring practices. The email informs the patient that their local healthcare service has referred them and allows the patient to easily make their choice and book their appointment online (for example using the Manage your Referral service/NHS App).

This email communication method is being enhanced to allow both referrers and providers to email patients in additional scenarios.

In November 2023 a change was made to allow GP referrers to send emails to patients with referrals that:

• require booking
• are waiting to be triaged by the receiving provider organisation (referral assessment service)
• have been deferred to another provider or service
• have been booked

From January 2024 non GP referrers and providers also have access to this functionality.

GP referrers, non GP referrers and providers

GP referrers, non GP referrers and providers can select ‘Send Patient Email’ button when creating a referral for the patient or as a provider onward referring a patient.

Referrers can also select the ‘Send patient email’ link from the Referral summary screen.

Providers can also locate the email option from several screens including the review referral summary, appointment summary and deferral summary screens.

Once the 'Send Patient Email' button is selected a pop-up message appears to confirm the correct email address for the patient. If this email address needs updating the patient must amend this by accessing NHS Login.

Once the email has been sent to the patient the ‘Send Patient Email’ option will be disabled whilst the user remains in the referral. Referrers still have the option to print the referral information for the patient if required.

The patient

The patient will receive an email appropriate for the state of their referral.

Below are excerpt examples of emails where the patient’s referral has been sent to a triage service (referral assessment service – RAS) and where a patient is required to book their appointment:

An example of the email the patient will receive when referred to a triage service:

An example of the email the patient will receive when they need to choose an appropriate clinic:

The link in the email can be selected by the patient to manage the referral.

Digital support assistance messages (like the example below) will provide text in a small window on the screen where the new functionality is applied.