Choosing the right messaging channel

Different channels carry different risks. SMS is concise and quick, email allows longer explanations, online consultation platforms can structure clinical information, and app messages may offer stronger security. Choose the channel based on the message content, urgency and the patient's circumstances.

Match the channel to the purpose

Short administrative messages and routine reminders can be appropriate where local policy permits. Sensitive, complex or uncertain information should be handled by phone, clinician review, letter, secure portal, interpreter-supported contact or face-to-face conversation.

Do not send a message solely because it is fast. If the patient will need to ask questions, must confirm understanding, is at risk of distress, or requires clinical discussion, use a route that supports that interaction.

Common channel questions

• Is the content sensitive? Consider sexual health, pregnancy, mental health, safeguarding, domestic abuse, test results and complaints.
• Is action time-critical? Messages can be missed, delayed, filtered or unread.
• Can the patient use the channel? Consider language, literacy, disability, access to a device and digital confidence.
• Can receipt be confirmed? Some channels show delivery or read status; others do not.
• Is a fallback route needed? If the message is not read, the practice should have an alternative process.

Choose the channel because it is safe for the message, not because it is the quickest option for the practice.

NHS App, SMS and email