We’re changing the way we send outpatient appointment letters and clinic letters. From September, most of these patient communications will be sent digitally through the NHS App and text messages rather than by paper post.
Digital First does not mean Digital Only. Paper letters will remain available:
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when requested by patients
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where clinically appropriate
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where digital access is not suitable
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patients under the age of 18
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patients where we do not hold a mobile phone number
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Breast Screening letters will continue to be sent by paper
If you would prefer to continue receiving paper letters, you will need to let us know.
What does Digital First mean?
Digital First means we prioritise secure digital channels when contacting patients, while keeping important safeguards, choice and exceptions in place.
Where appropriate, communications may be sent:
- Via the NHS App
- By text message
This change applies to most outpatient appointment letters and clinic letters. If digital communication is not right for you, or if we cannot contact you digitally, we can still send you a paper letter. To let us know, please follow one of the below steps.
What you need to do
1) Check your contact details are up to date
When you attend the hospital, staff may ask you to confirm your mobile number. You can also ask a member of staff to update your details.
2) If you need paper letters, tell us
You can request paper letters using one of the options below:
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In person: Speak to staff when you check in for an appointment.
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Phone: 01270 904446 (you can leave a voicemail - please include your full name, date of birth, home address, phone number, and NHS number.)
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Email: digitalfirst
@mcht.nhs.uk
These routes are confidential and will only be used by Trust staff to update communication preferences. If your circumstances change, you can contact us again to review how you receive your communications.
If you are supporting a family member, friend or someone you care for who may not use digital services, please encourage them to get in touch or speak to staff at their next appointment.
Why we’re introducing Digital First
Digital messages can arrive faster than post and help reduce problems caused by late or missed letters. This helps you get the right information at the right time, and supports safer, smoother care.
Digital First is supported by clear exceptions, accessible formats and alternative routes, ensuring no one is disadvantaged. It will also allow us to use NHS resources more effectively by reducing postage costs and aligning to the NHS Digital Agenda.
1) What is “Digital First” patient communications?
Digital First means we will usually send hospital letters and updates digitally, using the NHS App and/or text messages, because these can be faster and more reliable than post.
2) Why are you making this change?
The main reasons are to improve the speed and reliability of patient communications and reduce problems caused by delayed or missed letters, which can lead to missed appointments.
3) What if I don’t have the NHS App?
You can still receive information in other ways. Digital First does not remove choice—paper letters remain available where needed.
4) What if you don’t have my mobile number?
Next time you attend an appointment, please let a member of staff know, or alternatively, contact us using the details on this page.
5) What if my mobile number has changed?
It’s important to update your contact details with the hospital (for example, when you attend or by contacting the Trust using the details on this page).
6) What information will I need to provide if I request paper letters by phone?
full name, date of birth, home address, phone number, and NHS number
7) If I do nothing, what happens?
You'll begin to receive digital communications via the NHS App if you are registered or via SMS if we have your mobile number. If we don't have a mobile number and you are not registered for the NHS App, you will receive physical post.
8) What if I don’t feel confident using digital services?
There's lots of support in place. If you require help using or downloading the NHS App, please click here.
9) Is it safe to receive information digitally?
We understand people may have concerns about security. Digital First communications are being introduced with a focus on patient safety, and the wider approach includes addressing security/scam concerns through clear information and support.
We know some people worry about scam messages. We will never ask you to pay to receive hospital letters. If you’re unsure about a message you’ve received, use the contact details on this page to check with us.
