Milestone for new digital approach to communicating with patients

A faster, more efficient, more consistent and more environmentally-friendly way of communicating with patients and service users in Hertfordshire about their care and support has reached a major milestone.

Since April last year, Hertfordshire Community NHS Trust has been moving away from a paper-based system to a digital-first model – using text (SMS), email, or secure online forms as the default method of contact, rather than relying primarily on paper letters. This change means most patients and services users should receive correspondence – including appointment letters, questionnaires, reminders and general notices – by SMS or email, by default.

Now about three-quarters (75%) of the trust’s services have moved to this digital form of communication, with the rest due to migrate over the course of this year.

Chief Executive, Elliot Howard-Jones said: ‘We know how difficult it can be keeping on top of communications when you may be accessing one or more different health and care services at the same time, even within the same trust.

‘We believe this step significantly improves the patient and service-user experience by making communication quicker, clearer and more accessible – while also helping us reduce our environmental impact.

‘We remain committed to offering letters, phone calls or other methods for anyone who needs or prefers them – ensuring that we meet diverse communication needs.

‘We’re continuously reviewing and improving how we communicate with you, and if you have feedback about this or other ways we’ve communicated with you, please do let us know.’

The move reflects the trust’s commitment to best value through innovation as set out in its current Organisational Strategy and is in line with the priority shift from analogue to digital, as enshrined in the Government’s NHS 10 Year Plan.

If patients are unable – or prefer not – to use digital channels (for example, they do not have a mobile phone or internet access), the Trust will continue to communicate using their preferred method, including traditional letters or phone calls. Individuals can opt out of digital contact at any time: simply let the care team know.

Patients and service users may receive communications by SMS or email. Where required, users will receive an SMS or email containing a secure link, which will ask them to verify their identity or the patients’ identify before viewing letters, forms or other documents online.

Find out more at How we contact you | Hertfordshire Community NHS Trust.