NHS England survey to improve the accessibility and inclusivity of messaging between NHS services and patients
The NHS Messaging Enablement team are running a short survey (approx. 15 mins) to understand how we can support inclusive communication between NHS services and patients.
Currently, we know NHS organisations and services send a variety of messages using different formats, e.g. SMS/NHS App/letter etc. We also know that some patients will have specific needs that mean that a certain format may be especially effective, or ineffective, for them.
To support accessible and inclusive messaging, we need to understand how NHS services currently understand patients’ messaging needs and any difficulties they face. We specifically want to find out if organisations/services currently adjust how they communicate with patients. And if so, how. For example:
- only communicating using non-digital formats
- providing translated communication and/or interpreters
- providing easy read formats
We are interested in getting responses from people in NHS organisations who work in roles where they are directly involved in sending messages to patients, such as GP practices, PCNs, Federations and ICBs, where appropriate, and can answer questions about:
o if your organisation/service can adjust how it communicates with patients
o how patients with adjustment needs are known to your org/service
o what communication adjustments your service can offer
There is more detailed information about the survey on the first page, before you have to answer any questions.
Please use this link to access the survey.
Please response by Wednesday 7th January 2026 if at all possible.”
Kind regards,
Patrick Johnson
Senior Digital Transformation Manager
Adoption & Inclusion Team, Digital Citizen
Transformation Directorate, NHS England