Changes to our letters and information

We’re improving how we communicate with you. From August, you’ll start receiving more of your outpatient appointment information and clinic letters by email or text message.

Digital letters and information can be quicker to get, easier to access, and less likely to be lost.

You can use the MyChart app to see information about your care with us. You’ll get notified as soon as test results are ready and can see your letters, messages and appointment details in one place. Get started with MyChart today.

Paper letters will remain available if you need or prefer them. Tell the receptionist at your next appointment and they’ll update your preferences.

To receive important messages from us, please make sure your GP surgery has your correct phone number and email address on record.

Why we’re making this change

Over the next few months, we’ll make digital the default for how we communicate with you across all our services. By making this switch, we’ll:

help make it easier to get through on our phone lines for people who need or prefer to call
make it quicker and easier to access information from us
use less paper in line with our sustainability commitments
improve accessibility for people who use assistive technology

What you can expect

If you have care with one of our services, you’ll start to receive emails or text messages with links to information about your appointments and care. This takes you into a secure environment, linked to your patient record, where you can read this important information.

We’ll send information by email or text message even if you do not use MyChart.

To make sure you get information in the way you prefer it, please make sure you:

tell a staff member at your appointment if you prefer to receive letters by post
tell your GP surgery if your phone number or email address changes

While we make this change, you might receive our communications in different ways. This depends on which service you receive care from. It will take us some time and we’re grateful for your patience.

If you’re expecting digital communications but are still receiving letters by post, it could be because:

your care team or service is still making the switch
your service cannot switch to paperless for important safety or technical reasons
you’ve asked to receive paper letters

Trusting our communications

As this becomes our standard way of working, you might notice that more of your information comes ‘from MyChart’. This is the platform we use to send messages. It’s also an app that allows you to access your information and correspondence about your care, in one secure place.

We understand concerns around clicking on links or opening emails from unfamiliar contacts. If you are concerned about clicking on links from emails and text messages, you can log in to your MyChart and see letters, appointment details or messages in the app.

If you do receive a message about your care, here are a few ways you can tell it’s us.

Our text messages come from ‘KCH_NHS’
Our emails use the email address ‘[email protected]’

There might be some occasions where services send messages from different names or addresses. If you’re unsure, it’s best to check with your healthcare team.

Read about how to spot fraud and protect yourself on GOV.UK

MyChart and the NHS App

Over the coming months, we’ll introduce other ways for MyChart and the NHS App to work together. This will help to join up your information between the two apps.

If you use certain services, you should already see your hospital appointment details in the NHS App. You’ll be able to click through to MyChart for more detailed information.

You can also sign into MyChart using your NHS login. If you’re new to MyChart, you can set up a new account using the same credentials.

How to contact us

For changes to appointments: check if you can manage your appointment on MyChart or use the contact details within your appointment information to speak with the team
For communication preferences: talk to a member of staff at your appointment
For your care: please contact your team directly using the details on your letter or look up the service
For anything else: check our contact us page