Transforming cervical screening communications

The Cervical Screening Administration Service (CSAS) supports NHS England’s cervical screening programme, managing millions of patient communications each year. The initiative aligns with NHS England’s wider digital transformation agenda, to enhance patient engagement, improve accessibility. It also supports the NHS’ ambition to eliminate cervical cancer by 2040.

Traditionally, invitations and reminders were sent exclusively by post. This approach was costly, time-consuming, and sometimes inaccessible for patients with diverse needs or those who found it difficult to keep track of paper correspondence. The aim of the programme was to move beyond traditional paper letters to digital channels, such as text message, NHS App notifications and email. This is so invitations, reminders, and results reach patients faster, more efficiently, and in an eco-friendly way.

To address these challenges, CSAS adopted NHS Notify, a digital messaging platform that delivers communications via text message and the NHS App. This shift aimed to:

• improve the timeliness and accessibility of patient communications
• reduce print and postage costs
• increase uptake

Accessibility was a key focus, with communications offered in 28 languages and in braille. Regular workshops ensured that iterative feedback shaped the service at every stage.

The transition from a paper-only model to a digital system brought significant benefits:

• Faster, more cost-effective communication: Patients received communications promptly, reducing delays and administrative overhead.
• Enhanced accessibility: Multilingual and braille options ensured that communications reached a broader audience.
• Improved patient engagement: Digital reminders helped patients keep track of important health appointments, supporting better health outcomes.