A colleague in the Post Room at HRI

With 72% of our patients already accessing their letters digitally, and as part of our ongoing efforts to streamline operations and manage our costs effectively, we will be discontinuing the use of 1st Class mail for all outgoing correspondence from Monday, 1st September 2025.

First class postal costs have risen by around 30% since 2024 and changes in delivery standards have reduced the value of the service. The move will also help us on our road to financial recovery, saving around £70,000 each year. It also meets the drive to move from analogue to digital in the 10-Year Health Plan, with a real focus on the NHS App becoming the ‘front door’ of the NHS for patients.

Alternative communication methods

There are numerous ways to communicate digitally with our patients, so where appropriate, please consider using these alternative methods:

  • Digital letters – Use the patient portal to send digital letters to patients. These letters arrive the same day and we already know that 72% of our patients already access their letters digitally. If a patient doesn’t access their letter digitally within 48 hours, it will be printed and posted automatically. Patients can access most digital letters through the NHS App. Our website has a handy guide to setting it up.
  • SMS/Text messaging – Text messages with links to digital letters and appointment reminders are already in place, and these can also be accessed through the NHS App. Adhoc messaging functionality is also available if needed for some patient communications.
  • Telephone calls – Ideal for more personal or urgent communications, such as an appointment that falls within the next 14 days. If the phone call replaces a letter, a follow up text message can be sent to confirm appointment information to patients. See below for tips when leaving messages.
  • Direct messaging via DrDoctor – Can be used for sending messages directly to the patient, for example about short notice appointments with the ability for patients to respond. Teams are already seeing successes using direct messaging as seen in CHFT News.

Please ensure that any digital communication complies with our data protection and confidentiality policies.

Leaving voicemail messages for patients - a reminder from our Information Governance Team

When leaving a voicemail for a patient, it is essential to confirm that the phone number is correct and that the phone is not shared with others. If you have any doubts, do not leave a message. If you feel it's necessary to leave a message, please ensure that you:

  • Use the minimum amount of information within the message
  • Do not refer to a specialty or area within the Trust
  • Refer to any event in the broadest terms as possible
  • Use the term ‘appointment’ to cover all events and ensure limited information is included. 

In summary

  • Please use digital processes wherever possible. Think about sending patient letters via the patient portal and using email for external organisations where safe and appropriate.
  • If you have any concerns about time-sensitive documents, please speak with your line manager to discuss alternative arrangements.

We appreciate your cooperation and understanding. If you would like to know more about sending digital letters, please contact patientportal@cht.nhs.uk