Positive Steps to Make NHS Letters More Reliable

At Healthwatch West Berkshire, we regularly hear from people who miss NHS appointments because their letters arrive too late, or sometimes not at all. Delayed post can cause real harm, from missed treatment to added stress and confusion.

Recently, Ofcom held a public consultation on the future of postal services.

Healthwatch England, Royal Mail, NHS England, NHS Providers, National Voices, and the Patients Association wrote a joint open letter to Ofcom calling for stronger protections to make sure the postal service works reliably for NHS patients.

We are pleased to share that important changes are now being made to help ensure NHS letters reach patients on time.

One of the biggest changes is the introduction of a new, dedicated NHS postage class. This includes:

• A Royal Mail NHS-specific barcode, which will automatically prioritise NHS letters especially during service disruptions, and help track delivery.

  
  

• A new briefing for NHS organisations, to help them use the best Royal Mail services to make sure important letters are delivered on time.

These improvements follow concerns raised last year by Healthwatch England and other groups when Royal Mail proposed delaying bulk NHS mailings putting patients at risk of missing appointments and treatment.

Because people spoke up, things are changing.

As Louise Ansari, Chief Executive of Healthwatch England, said:

“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 more timely communication and fewer missed appointments.”

Here in West Berkshire, we know this issue matters. We’ve heard from local people affected by delays, and your stories have helped shape the national conversation.

This is a big step in the right direction, and there's still more to do, however, this change shows how your voice can lead to real improvements in how the NHS communicates with patients.

If you’ve had issues with NHS letters arriving late, or want to tell us more about your experience with health or care services, we’re here to listen.

Tell us your experiences by contacting us:

Online: Have Your Say | Healthwatch West Berkshire

Email us at: contact@healthwatchwestberks.org.uk

Call: 01635 886210