Search

Sending messages via NHS App

Dan Sprague
Dan Sprague
  • Updated

Please note the following feature is in pilot, and your GP practice will be notified when it is due to be rolled out to you.

Patchs now supports sending messages to patients through NHS App messages – offering a cost-effective and patient-friendly way to communicate. This feature is available for individual and bulk outbound messages, appointment reminders, and post-appointment messages.

:iphone: What are NHS App messages?

NHS App messages allow practices to send Patchs messages directly to patients via their NHS App, instead of SMS or email. If the patient has notifications enabled on their device, they'll receive a push notification.

These messages appear in the Messages section of the NHS App, and contain the same content you would send via SMS or email — including any Patchs links.

:date: When can NHS App messages be used?

You can use NHS App messages when sending:
 
  • Outbound individual messages
  • Bulk messages
  • Appointment reminders
  • Post-appointment messages

During the pilot and rollout phase of this feature, NHS App messages may be available for some but not all of the above messaging types until rollout is complete. Priority is given to bulk messages, followed by outbound individual messages, followed finally by appointment reminders and post-appointment messages.

:outbox_tray: Choosing the primary sending channel

When creating or sending a message, you’ll be prompted to select a primary sending channel. The options available depend on the whether the patient has NHS App on their device, and whether they have a suitable email address and/or UK mobile phone number:
 
  • NHS App message (preferred)
  • SMS
  • Email

By default, NHS App will be selected as the primary channel if the patient is eligible.
This is recommended by NHSE, ICBs, and the NHS Notify team.

Why only one channel?
To reduce confusion, only one primary channel is used for each message. This prevents patients from receiving the same message via multiple methods.

When NHS App messages are enabled, the existing enable sending SMS as default and sending SMS only vs SMS ad email together settings will no longer apply to the message types that can use NHS App messages. They will still apply to other message types such as responses to inbound messages from patients and video consultation invitations.

For individual outbound messages from the Patient Details pages, choosing the primary channel can be seen from the contact patient form.

Individual outbound messaging - choosing primary sending channel
Individual outbound messaging - choosing primary sending channel

For bulk messages, choosing the primary channel can be seen from the bulk message compose message form.

Bulk messaging - choosing primary sending channel
Bulk messaging - choosing primary sending channel

For appointment reminders and post-appointment messages, choosing the primary channel can be seen from the add or edit reminder/message forms.

Appointment reminders and post-appointment messages - choosing primary sending channel
Appointment reminders and post-appointment messages - choosing primary sending channel

:repeat: Configuring fallback settings

Each message also has a fallback channel — used if delivery by the primary channel fails.
  • The default fallback is SMS (if available), depending on what your practice’s pre-existing messaging settings were before the switch on of this feature.
  • You can view and edit fallback settings when sending messages.
Patchs will automatically attempt delivery via the fallback channel if the primary attempt is unsuccessful.
The fallback settings can be viewed and edited from the "view fallback settings" links on the above messaging forms. Using this link opens a form where you can edit which fallback method to use.
Fallback settings
Fallback settings

:stopwatch: Delivery and fallback timing

Patchs automatically retries using the fallback channel if a delivery receipt hasn’t been received within:
  • 4 hours for:
    • Outbound individual messages
    • Appointment reminders
    • Post-appointment messages
  • 24 hours for:
    • Bulk messages
This ensures patients receive important communications even if the NHS App is unavailable at the time of sending.

:female-doctor: How NHS App messages work for patients

If the patient has the NHS App installed:
  • The message appears in the Messages section of their app.
Messages within the NHS app web version (mobile devices will look similar)
Messages within the NHS app web version (mobile devices will look similar)
  • If app notifications are enabled on their device, they’ll also receive a push notification.
  • Patchs links within the message open in the device browser — just like with an SMS.
If the NHS App is not available for a patient:
  • NHS App will be disabled as a sending option.
  • You can still choose SMS or email as the primary method.
Patchs stays in sync with NHS Notify to keep patient eligibility up to date.

:woman-raising-hand: Frequently asked questions

What if the patient doesn’t have the NHS App?
Patchs will automatically remove NHS App as an option for those patients. You'll be able to choose SMS or email instead.
What happens if the NHS App message isn’t delivered?
Patchs will automatically retry via your fallback method (e.g. SMS) based on the timing rules above.
Can I customise the fallback rules?
Fallback defaults are based on your practice settings (e.g. SMS preferred over email) as they were before this feature was enabled. You can change the fallback method for each message if needed.
How can I promote NHS App messages to patients?
The NHS App team provides many resources for this, that can be found at https://digital.nhs.uk/services/nhs-app/toolkit/view-messages-in-the-nhs-app-promotional-pack.

Was this article helpful?