Mobile messaging and notifications

If you’d like to explore with your pharmacy system supplier how you could use your system to efficiently send mobile messages to patients (e.g. notifications for when medicines can be collected), please contact your pharmacy system supplier.

Some system suppliers enable you to send SMS text messages or email reminders to patients that want these messages – via a special type of NHSmail pharmacy account called an NHSmail ‘application account’

The process may involve:

• The contractor NHSmail administrator will need to set-up an NHSmail ‘application’ account linked to the pharmacy shared mailbox (this counts as using one of the standard allowance of up to ten individual email accounts linked to the shared pharmacy mailbox).
• The contractor NHSmail administrator contacts the pharmacy NHSmail admin helpdesk to request for the ‘application NHSmail account’ to be set-up and enabled (the service route process for raising technical queries is outlined at: cpe.org.uk/nhsmailescalation).
• There are some naming considerations for the application NHSmail account: the account email address should not be named a person, but it can be named reminders.[ODS code].dontreply or similar. ‘Dontreply’ can be added because this may be an unmonitored email account…

NHS Digital has highlighted guidance produced by the Information Governance Alliance (IGA): Information governance and messaging (2016 pdf).

NHSX stated that:

“It is absolutely fine to use mobile messaging to communicate with colleagues and patients/service users as needed. It is also fine to use commercial, off-the-shelf applications such as WhatsApp and Telegram where there is no practical alternative and the benefits outweigh the risk.

The important thing, as always, is to consider what type of information you are sharing and with whom. And as much as possible limit the use of personal/confidential patient information.” (NHSX COVID-19 IG advice for health and care professionals as of April 2020)