Digital messaging has reshaped how practices communicate with patients. SMS, the NHS App and online tools allow teams to reach large numbers of patients quickly, supporting everything from recalls and screening through to immunisations and long-term condition reviews.
This has made communication faster and more scalable.
At the same time, patient populations vary significantly in how they engage. Some patients respond quickly to digital messages, while others engage inconsistently or require different formats, such as printed documents, depending on their needs, preferences or circumstances. As practices continue to expand digital access, communication approaches need to reflect that variation.
Communication and recall outcomes
The impact of communication is often clearest in recall and prevention work, where outcomes depend on patients receiving, understanding and acting on invitations.
Redmoor has seen this across different programmes. In a 12-week NHS Health Check pilot in Lancashire, delivered with four GP practices, a structured multi-channel approach contributed to a 156% increase in completed Health Checks (394 to 1,010) and a 174% increase in patients identified with new or previously unrecognised risk, all within existing clinical capacity.
This included clearer SMS invitations, supported by social media and short AI explainer videos shared through text message links, helping create more consistent and recognisable messaging.
Multichannel communication extends beyond digital formats. For individuals who are digitally disconnected, physical mail remains a highly accessible and effective channel, playing a vital role in ensuring messages are received and understood.
This impact is reflected in engagement levels, with NHS mail achieving a 100% engagement rate and an average attention time of nearly three minutes (2 minutes and 72 seconds).
Reflecting different communication needs
As practices implement Reasonable Adjustment Flags, patient records increasingly capture how individuals need to be contacted and supported. This may include:
- receiving information in alternative formats (large format print, braille)
- translated communication
- avoiding certain communication channels
- requiring additional support to understand or respond to information
These requirements shape how communication is delivered in day-to-day workflows. A single approach does not meet all needs across a diverse population.
A multi-channel approach in practice
A multi-channel model brings together different communication methods so messages can be delivered in a way that aligns with how patients are most likely to engage.
Digital channels support speed, scale and flexibility. SMS, apps and online tools allow practices to issue invitations, reminders and updates efficiently.
Physical communications play an equally important role. Letters, appointment reminders and printed materials provide a trusted, accessible way to deliver important information, ensuring patients receive and engage with messages regardless of their digital access.
They also create opportunities to improve understanding through clearer messaging and supporting content, such as the use of short explainer videos in vaccination campaigns.
In recall and prevention programmes, combining channels helps ensure that communication reaches more patients, supports better understanding and reduces the need for repeated follow-up.
Where Docmail fits in practice workflows
One of the long-standing barriers to using physical communication effectively has been the operational burden. Printing letters, managing envelopes and arranging postage all take time within already stretched practice teams.
Redmoor’s partner, Docmail, changes how this works in practice. Instead of treating letters as a separate, manual task, they can be built directly into existing workflows:
- letters can be generated from clinical systems or desktops as part of recall processes
- communications can be triggered alongside SMS or digital invitations for specific patient groups
- content can be personalised without increasing admin time
- sending is handled centrally, removing the need for in-practice printing and posting
This makes it possible to use physical communication in a targeted and scalable way. For example, practices can:
- follow up non-responders to SMS with letters automatically
- ensure patients with recorded communication requirements are contacted in the right format
- include digitally excluded patients within recall programmes without additional manual effort
In this context, physical mail becomes part of a structured, multi-channel communication model rather than a fallback.
Bringing communication together
The strongest communication approaches in general practice combine:
- digital channels for reach and efficiency
- clear, relevant messaging to improve understanding
- alternative formats to reflect different patient needs
Redmoor’s work across Health Checks and vaccinations shows how improving communication design can increase uptake and improve patient engagement.
Embedding that approach within a multi-channel model, supported by tools that make both digital and non-digital communication scalable, helps ensure that outcomes are consistent across the whole population.
