NHS: Postal Services

The monitoring of National Health Service patient correspondence, including appointment letters, is the responsibility of individual NHS providers. Data is not held centrally on the whether appointment letters are received prior to an appointment taking place. No assessment has been made of the adequacy of mail deliveries of NHS correspondence to patients.

The Government’s focus on shifting from analogue to digital will streamline information and communication processes, including by improving the NHS App. This will make it easier and quicker for patients to access information about their appointments, to cancel and reschedule appointments, and to receive correspondence on NHS test results. 96% of acute trusts in England now allow patients to view appointment information via the NHS App if they wish, reducing reliance on physical letters. Usage has increased significantly, with the App now supporting approximately eight million patient–trust interactions per month, an increase of 82% compared to a year ago. It also saves staff time to focus on providing high quality, non-digital communication for those who want and need it.