As part of the NHS shift from analogue to digital, trusts will be considering where technology can improve their processes as well as how to avoid digital exclusion.
Letters can play an essential role in enabling patients to access healthcare, and there will always be a significant cohort of patients who rely on receiving physical letters. For example, they may not have access to the internet or devices, they may lack digital skills, or they may have a disability or caring need which means that a letter is essential for them to be able to access and manage their healthcare. Groups experiencing digital exclusion are more likely to have inequalities in their access to and experiences of care, and in their health outcomes.
Trusts can improve patient access and experience, reduce digital exclusion and health inequalities, support increasing productivity through best use of clinical time and make cost savings by speaking to patients about their communication preferences and reviewing how their organisation manages its postal services.
This can reduce the number of patients who miss an appointment or struggle to make the necessary arrangements to attend (such as organising transport, time off work or childcare – all of which are more difficult for those with vulnerabilities). Late or non-attendance by patients affects both their healthcare and that of others, as their condition may worsen while appointment time is lost and needs to be rescheduled.
Royal Mail offers a range of products with different prices and speeds and it is for trusts to determine the right product to ensure timely letter delivery, which could include notification of test results or other important updates.