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From Friday 13 February, we’re changing how we send outpatient appointment letters to make it faster and easier for patients to access their information.

Instead of receiving most appointment letters by post, patients will now:

• Receive a text message when their appointment letter is ready
• Follow a secure link to view their full appointment letter in the NHS app
• This means you’ll be able to see all the information from your appointment letter online, rather than waiting for it to arrive by post.

Why are we making this change?

Sending letters digitally means:

• You get your appointment information much more quickly
• Letters are less likely to be delayed or lost
• You can access your letter anytime, in one place, using the NHS app
• This change also helps reduce paper use and saves NHS resources.

What if I prefer to receive my letters on paper?

Most patients will now receive their appointment letters digitally. However:

• If you have opted out of digital communications, you’ll continue to receive letters by post
• Patients who need letters in alternative formats or who are unable to access digital services, will still receive printed letters

You can check and update your communication preferences to reflect this in the NHS app at any time.

Patients do not need a smartphone to receive their information digitally. Letters can be accessed from any device with internet access, such as a laptop, computer or iPad through the online NHS portal.

When will I receive my appointment letter?

• You’ll usually receive a text message within a couple of hours of your appointment being booked or updated
• This message will include a secure link to view your letter
• If a letter is sent by post, it can take 3-5 days to arrive

What should I do if I think I’m missing a letter?

If you’re expecting an appointment letter and haven’t received one:

• Check your text messages for a message with a link
• Log into the NHS app to view your appointment letter
• If you’re still unsure, you can contact the service that booked your appointment for help.

You can find out more at nhs.uk/nhs-app.