The digital-first strategy could save the government £200 million over the next three years, but those who don’t want it will not be neglected.
The NHS app will become the default method to send appointments, screening invitations and other important information to patients. As part of a £50 million upgrade from the government, this will remove the need to send 50 million letters every year and should save the NHS £200 million on stamps, envelopes and printing over the next three years.
The development is part of the government’s shift from analogue to digital. The intention is to give patients better access to manage their healthcare journey and make informed decisions about their care.
“The NHS still spends hundreds of millions of pounds on stamps, printing, and envelopes. By modernising the health service, we can free up huge amounts of funding to reinvest in the frontline,” said Wes Streeting, health and social care secretary of state.
Over the past year, the government says that there were around eight million missed appointments in elective care, and around 30% of people missed a screening appointment. Push notifications will remind patients about upcoming appointments and relay important messages. This will mean faster communication, a reduced risk of missed appointments and boosted productivity across the system.
Not the only option
“People have told us that they want the NHS to make better use of digital tools to make it easier to manage their healthcare appointments and records. Having proactive reminders and details available at the click of a button also makes it easier for people to arrange appointments which fit around their lives,” said Louise Ansari, chief executive of Healthwatch England, a government arm’s length body and part of the Department of Health and Social Care.
As part of this digital-first transformation, over the next three years, patients in England will receive all appropriate NHS messages through the app first.
What is significant is that it is not going to be the only option. Where app messaging is not available, communications will be sent via SMS and then by letter as a last resort. This means that people without access to smartphones and elderly patients can still receive messages through traditional routes.
“We also welcome the commitment to ensure those not using the app or other digital platforms are still able to get the communications and care they need. But this must include people who choose to communicate with the NHS in ways which suit them, not just those without smartphones. It’s vital that any changes accommodate those who prefer to receive off-line communications, so people are still able to book appointments, get updates, and raise queries through traditional methods of communication, such as posted letters, over the phone, or in person,” she continued.
