NHS-specific barcode to ensure prompt delivery of appointment letters

The NHS and Royal Mail has secured a deal for an NHS-specific barcode on letters to ensure appointments and results are delivered on time, including at times of service disruption.

Healthwatch England and the Patients Association are among the groups who came together to agree the changes.

Once implemented, the barcode will replace manual extraction of NHS letters and be used to locate NHS letters where Royal Mail is not meeting expected delivery standards.

An open letter to Ofcom has set out the changes after a consultation on wider reforms to the universal postal service.

While the NHS is increasingly moving towards digital NHS communications via email, texts, telephone or the NHS App, letters remain crucial, particularly for those who may be digitally excluded, the letter states. 

Late delivery of NHS letters ‘puts people at risk of missing important test results, time-critical appointment information, and any last minute changes to their appointments’.

This puts patient safety at risk, is costly to the NHS and disrupts the delivery of care to other patients, it continues. 

The new barcode will help to prioritise NHS mail, the letter said, but NHS England and NHS Providers have also issued guidance on Royal Mail services for the timely delivery of NHS letters.

Emma Gilthorpe, chief executive of Royal Mail, said: ‘We have put the needs of the NHS at the heart of our universal service reform proposals, ensuring we can deliver a range of service options for appointments and results sent by GPs surgeries, NHS bodies and hospitals across the country. 

‘We have also been working with NHS providers and patient groups to ensure the timely delivery of identifiable medical letters and welcome the truly collaborative approach taken.’

Saffron Cordery, interim chief executive of NHS Providers, said: ‘NHS trusts know the important role that letters play in patient care.

‘It’s important that letters reach people on time so they aren’t missing appointments or at risk of losing their place in the queue for care, and not everyone can go online or has a smartphone.’

Louise Ansari, chief executive at Healthwatch England, said recent research has shown that one in five people receive an invitation to an appointment by letter or text after the date of their appointment 

‘We have been delighted to work with Royal Mail and other health partners to make sure that people’s experiences of delayed letters have been listened to and addressed. ‘Whether missing important appointments or vital test results, letters arriving late can be a patient safety risk, and often puts the burden on people to chase essential communications themselves.

‘We hope these changes lead to improvements for patients and NHS teams.’

Wes Streeting, secretary of state for health and social care, said too many patients had experienced the frustration of missing appointments because NHS letters arrive too late in the post.

‘As we modernise the NHS and upgrade the NHS App, I’m aware that some patients will always prefer letters.

‘The important thing is that people have a genuine choice. This agreement will help ensure patients get their appointment information when they need it, however they choose to receive it.’