Question to the Department of Health and Social Care:

To ask the Secretary of State for Health and Social Care, what steps he is taking to help ensure timely delivery of NHS letters to patients.

The Government is putting patients first, making sure they are seen as quickly as possible and have the best possible experience. This should include all patients receiving timely communication and information about their health and care.

The Elective Reform Plan, published in January 2025 as part of the Government’s Plan for Change, sets out the reform we will deliver to reduce waiting times and improve experience of care. We know that communications can sometimes fall short of the standards that we would expect, and this has a significant impact on patients. This is why we are working with patients, carers, and their representatives to improve the things that matter most to them and will be introducing a set of minimum standards that patients on the waiting list should expect to experience.

The Government’s focus on shifting from ‘analogue to digital’ will streamline information and communication processes, including by improving the NHS App. This will make it easier and quicker for patients to access information about their appointments, to cancel and reschedule appointments, and to receive correspondence on National Health Service test results. 87% of acute trusts in England now allow patients to view appointment information via the NHS App if they wish, reducing reliance on physical letters. Expanded use of the NHS App has prevented over 1.5 million missed hospital appointments since July 2024. It also saves staff time to focus on providing high quality, non-digital communication for those who want and need it.