Do only send messages to a patient where you have the legal basis to contact them with the specific purpose of your message. Only send messages that are relevant to the people you’re sending it to.
Do write in a simple and concise way. Keep in mind that your messages will go out to people with all sorts of comprehension skills, digital skills, reading age and native language. Use language and terms your patients will understand. The NHS content style guide has common terms which we know from research users understand the best.
Do send full messages without summarising too much, and use correct formatting for headings, hyperlinks, paragraphs and line breaks to make your message clear and accessible.
Do make sure that any content linked from the message you send is available for as long as necessary. This is especially critical where the click-through directly relates to the individual’s care, such as archives of forms, documents, or test results.
Do listen to feedback from patients who report inappropriate or unwanted messages.
Do prepare your front-line staff so they know how to answer queries and resolve any issues. Encourage them to promote this service to their patients and for patients to download the NHS App.