Mid Cheshire Hospitals NHS Foundation Trust (MCHT) has launched its new Digital First programme, looking to update the way it sends out patient communications and to make greater use of digital channels such as the NHS App.
Patient letters and updates will now be sent out digitally, with the NHS App as the default method of communication alongside text messaging. MCHT shares hopes that this will reduce delays linked with traditional post, and make it easier for patients to find and view appointment information, clinic letters, and updates.
“Digital First is about giving patients faster and more convenient access to hospital information while maintaining choice and supporting those who are unable to use digital services,” acting CIO Matt Palmer comments. “This approach will help us communicate more effectively with patients whilst ensuring alternative arrangements remain available where needed.”
“Digital First does not mean Digital Only,” MFT reassures. “Patients who need or prefer paper letters will continue to have access to them, with a range of safeguards and alternative options available.”
The trust recently launched its seven-year digital and data strategic plan to 2033, with a key focus across four domains for the deployment of AI, covering clinical, operational, workforce, and patients.
In July, NHS England announced an “overhaul of patient communications”, to detail standards for regular updates at least every 12 weeks for those on waiting lists in a plan to ensure a consistent “customer service” approach. Eight new minimum standards for patient experience have been developed in collaboration with patients and stakeholders including The Patient’s Association and sent out to all NHS providers of planned care, NHSE shares.
Wider trend: Patient engagement
Princess Alexandra Hospital NHS Trust has contracted the Zesty patient engagement portal, with a contract value of £155,000. In a call-off from a framework agreement, the trust has awarded the contract to London-based Zesty Limited for the patient engagement portal via the NHS SBS framework, with the contract set to run to the end of March 2027. PAH commits to establishing multichannel contact to ensure patients and staff can use what works for them, to be 100 percent paperless, and rapidly adopt new technologies. For patients, this will mean being able to access medical records digitally, and benefit from virtual consultations, self check-in on arrival, integrated bedside technology, and wearable remote monitoring devices, it shares.
The 2026/27 digital workplan for University Hospitals Sussex NHS Foundation Trust has been published noting the appetite for AI with the challenge of safe implementation, setting an aim for “rapid progress” to be made. In terms of patient communications, the update shares that digital post exceeded physical post for the first time in March 2026, with patient use of digital letters having increased from 20 percent at the start of the project to 68 percent. Improvement work will be aimed at streamlining access for patients to digital solutions whilst keeping alternative arrangements in place for patients to prevent digital exclusion.
