Digital letters and SMS text reminders – improving patient services

March 1, 2022

In a bid to improve our patient communications, we recently launched a project which is transforming how patients will receive their letters from our Trust. As the project rolls out, patients will  find their appointment letters being sent to them via a digital letter link sent directly to their mobile phones meaning they can access their letter straight away on their mobile, computer or tablet in a matter of moments, instead of waiting days for regular post.

Instead of the thousands of letters that enter in to the postal system each week and have a significant impact on our carbon footprint, the environment and the inevitable delays in delivery, the new system will mean that patients are able to receive their letters on their mobile phones in a matter of moments and completely securely.

Colleagues are encouraged to remind patients of the new process and reassure them that their letters remain secure.

Patients who are sent a letter will receive a standard SMS message to the mobile phone number registered on their patient record sent from ‘NHSNoReply’. They will then be able to access their letter by entering a password.

Patients who do not access their letters using the new system will automatically receive a follow up letter to their home address.

Patients who are unsure of the new process or unable to access their letters using the new system should be forwarded on the respective contact centre via switchboard.