Welcome

GP receptionists, care navigators, call handlers and frontline admin staff in the UK commonly use SMS, email, online consultation messages, NHS App messages or other digital channels to communicate with patients.

Digital messages can speed up access and make information clearer, but they also create risks to confidentiality, identity, safety and safeguarding. A short text or email may reveal sensitive details, reach the wrong person, be read by someone controlling the patient, or leave the patient unclear about next steps.

Safe messaging is part of routine patient care: pick the appropriate channel, send only necessary information, check contact details and preferences, and escalate when messaging could increase risk.

Core safe messaging tasks

• Choosing the right channel for patient messages.
• Contact preferences, objections and safe-contact concerns.
• Writing SMS, email and online messages safely.
• Handling sensitive topics, proxy access and safeguarding risks.
• Recording messages, errors, replies and next actions.

Local Messaging Policy

What differs across the UK