Writing safe SMS and email content

Good message wording is clear, limited to what is needed and avoids adding unnecessary confidential detail. It helps the patient recognise the sender, understand the next step and prevents confusion.

Keep the content necessary

Include only the information required for the task. For example, a reminder may not need the clinic type; a request to contact the practice does not need to state a result or diagnosis; a booking link should avoid sensitive detail.

Even short messages can be harmful if they reveal sensitive information. Consider what might appear on a locked screen, in a shared inbox or to someone helping the patient with their phone.

Write for clarity and trust

• Identify the practice or service clearly so the patient can recognise the message.
• Use plain language and avoid jargon, abbreviations and unexplained acronyms.
• Give one clear action where possible, such as book, call, attend or wait for contact.
• Avoid clinical interpretation unless the message has been approved for that purpose.
• Be careful with links because patients may worry about phishing or scams.

A safe message should be understandable to the patient and unhelpful to anyone who has no right to know their health information.

Phishing and trust