Mobile messaging and notifications

Using your IT system to message patients

If you want to send messages to patients (for example, to let them know their medicines are ready), speak to your IT system supplier about what is available.

Some IT system suppliers allow pharmacy teams to send SMS messages or email reminders using an nhs.net ‘application account’.

Setting up an nhs.net application account

To use this feature, you may need to set up a dedicated nhs.net application account linked to your shared pharmacy mailbox.

This may involve:

• The pharmacy owner’s nhs.net administrator setting up an ‘application’ account linked to the shared mailbox (this counts towards the usual allowance of up to 10 individual accounts linked to the shared mailbox);
• The pharmacy owner’s nhs.net administrator contacting the nhs.net helpdesk to request setup and activation (see our nhs.net escalation guidance); and
• Choosing a suitable account name. This should not be a person’s name. For example:
  reminders.[ODS code].dontreply@nhs.net
  ‘Dontreply’ can be used if the account is not monitored.

Some pharmacy owners may choose to set up their own application accounts.

Other messaging options

There are also external mobile messaging providers that can support pharmacy teams with patient communication.

NHS Notify

NHS Notify is a national messaging service used by NHS organisations to send updates to patients.

It works alongside the NHS App and other digital tools to help people stay informed about their care.

In the future, NHS Notify may help community pharmacy teams to:

• Send clearer updates about prescriptions;
• Remind patients about appointments; and
• Improve communication about services.

Some IT system suppliers may develop ways to use NHS Notify for pharmacy services.

Read more: NHS Notify

NHS England has published new messaging best practice guidance alongside a content guide for writing and sending messages via the NHS App, text messages, emails and letters. The guidance supports teams across the NHS to create clearer, safer and more effective communications for patients and the public.

It covers when and how to contact patients, the benefits of a digital‑first approach, and practical advice on getting started with NHS Notify, the national NHS messaging service. Teams are encouraged to explore the guidance to strengthen their messaging and help improve patient outcomes.

Read the Messaging Best Practice and use the Writing NHS Messages Content Guide.

Using mobile messaging safely

NHS guidance states that mobile messaging can be used to communicate with colleagues and patients when needed.

Commercial apps such as WhatsApp or Telegram may also be used where:

• There is no practical alternative; and
• The benefits outweigh the risks.

Key points to consider

• Think carefully about the type of information you are sharing;
• Share confidential patient information only when necessary; and
• Limit the use of personal or sensitive data wherever possible.

You should also refer to NHS England’s mobile messaging guidance for further information on information governance requirements.