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As digital transformation reshapes how we receive healthcare information, letters might seem like a thing of the past. But for many NHS patients a letter remains a vital, irreplaceable lifeline to their care
CREDIT: This is an edited version of an article that originally appeared in Wired.gov
This summer, Ofcom, the UK’s communications regulator, is expected to announce its decision on the future of the postal service following a wide-reaching public consultation. In anticipation of this, the Patients Association, together with Royal Mail, NHS England, NHS Providers, Healthwatch England and National Voices, issued a joint open letter to Ofcom.
The letter outlined new protections designed to ensure patients continue receiving essential NHS correspondence on time. These measures aim to strike a balance between the need to modernise postal services and the importance of safeguarding patient safety.
Why NHS Letters Still Matter
While the NHS continues to expand its use of digital channels, postal letters remain an essential communication method for many patients. This is particularly true for those who do not own a smartphone or computer, lack reliable internet access, or are unfamiliar with digital platforms. Others may prefer written records for clarity or may be elderly, disabled, or experiencing cognitive challenges that make digital communication difficult.
When NHS letters are delayed or do not arrive, the impact on patient care can be significant. Patients may miss time-sensitive appointment changes, critical test results, referrals to specialists, or follow-up instructions.
New Measures to Prioritise NHS Letters
To address these concerns, Royal Mail and NHS stakeholders have worked together to introduce new measures aimed at protecting the timely delivery of patient letters. One of the key developments is the introduction of a dedicated NHS-specific barcode. This barcode will help prioritise NHS correspondence during times of disruption and allow letters to be tracked, enabling performance to be monitored and problems to be identified more easily.
Alongside this, updated guidance will be provided to NHS organisations to support better use of Royal Mail’s services. This includes clearer instructions on how to prepare and dispatch letters to patients more effectively, helping ensure that communications are delivered as quickly and reliably as possible.
The measures being put in place will not only help patients but also set an example of how public and private organisations can come together to uphold the rights and needs of citizens.
Addressing Digital Exclusion in Healthcare
These steps also draw attention to the wider issue of digital exclusion within the NHS. While digital platforms offer many advantages, a significant number of people continue to face barriers to accessing digital healthcare tools.
Although the introduction of the NHS-specific barcode and improved guidance does not resolve digital exclusion, it provides a safety net that ensures patients are not left behind as the NHS becomes increasingly digital. It also creates space for the healthcare system to improve digital inclusivity over time, without compromising patient safety in the present.
Looking Ahead to Ofcom’s Decision
As Ofcom prepares to release its decision on the future of postal services, healthcare organisations, including GP practices, NHS Trusts and other service providers, should prepare to implement the new guidance and make use of the NHS barcode system. Clear, timely communication with patients must remain a top priority, regardless of whether the message is delivered by letter, phone, text, or app. In healthcare, every message matters.
