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Notifications and messaging in the NHS App

Patients can receive messages in the NHS App. 

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What you need to know

The NHS App messaging service allows patients to receive messages from their health and care providers in the NHS App, such as messages from their GP surgery, hospital appointments and screening or vaccination invitations.  

This is part of the NHS digital first patient communications strategy. 

How it works

Patients will get a notification from the NHS App when they receive a message, as long as they have notifications switched on in their phone settings.

If a message isn’t successfully delivered or read by the patient, your messaging provider will automatically send a ‘fallback’ message via another channel, such as SMS, to ensure the patient receives the message. The time frame before a fallback message is sent depends on your messaging supplier and is usually within a few hours.

A patient without NHS App push notifications may be sent an SMS Notification alerting them to their new NHS App message. The text message is sent by 'NHSApp’ and the text says:

Hi (First Name),

You have received a new secure message from the NHS.

Open the NHS App to read it.

Or you can log in through the NHS website: https://www.nhs.uk/inbox

Some message types aren’t currently supported by NHS App messaging. Your messaging supplier will ensure these messages are not sent via the App.

Messages can be time sensitive or non-time sensitive.

Where urgent care or communication is required, patients should be contacted via telephone.

Notifications

To be alerted that they have received a new message, patients need to enable notifications in the NHS App and their device settings. Notifications preferences may take 24 hours to take effect. 

Please note, if more than one patient signs in to their NHS App on the same device, notifications can only be enabled for one NHS account at a time as. This may cause some users to believe they have received a new message, when no message is visible in their NHS App. In these cases, the notification is usually linked to another person’s NHS account that is also used on the same device.

Find out more about turning on notifications and messaging in the NHS App.

How to get started

Speak to your communications supplier about NHS App Messaging. Your supplier can integrate with the app using NHS Notify.

How to write NHS App messages

Do
  • use the NHS content style guide to write in a simple and concise way, with language and terms your patients will understand. Your messages will go out to people with different comprehension skills, digital skills, reading age and native languages.
  • use correct formatting with full sentences, headings, hyperlinks, paragraphs and line breaks to make your message clear and accessible
  • ensure any content linked to in messages is available for as long as necessary, especially when it directly relates to patient care, such as forms or documents or test results
  • listen to feedback from patients reporting inappropriate or unwanted messages
Don't
  • don't send too many messages, or messages that are irrelevant to the patient. Research suggests that if patients receive too many messages not directly related to their care, their engagement with the App reduces significantly
  • don't include personal data in any URLs sent in the message. However, as messages are secured by NHS login, you can include personal data and special category data (such as about someone’s care) in the body of the message
  • don't send messages with unsupported features, such as text requesting a reply using SMS keyword responses. Your supplier can tell you what is available to you

For more guidance on writing all types of NHS messages, including examples, view the:

These two pages bring together NHS standards and user research to support safe, clear and consistent patient messaging.

Benefits to staff and patients

Saves money
Saves money

The NHS spends millions on SMS messaging every year, App messaging is available to NHS commissioned services for free. 

Safer and more secure
Safer and more secure

Messaging via the NHS App is more secure than other channels. Patients can be confident App messages come from the NHS and are not scams

More reliable
More reliable

If a patient changes their contact details without updating you, you can still contact them in the App.

Better content
Better content

The length of SMS messages is limited. NHS App messages can be longer and richer in content, including with branding and links.

Tell your patients about NHS App messaging

Find out how you can promote NHS App messaging to your patients, including using the promotional toolkit and walk through videos.

Promote NHS App messaging to your patients:
  • make sure staff, including clinical staff, know about App messaging to help them confidently speak to patients about it where appropriate.
  • put up posters in your waiting room using the NHS App toolkit, you can also find messages to share social media and websites about the App and its features
  • share walk through videos on your display screens and website
  • record an automated voice message for patients in the telephone queue
  • send a mass SMS or email to your patients to promote the NHS App
  • make the NHS App part of welcome packs for patients who register with the practice and packs for parents
  • speak to your NHS App Ambassador or join the group
  • run a drop-in session to help patients use the NHS App
  • involve your Patient Participant Group (PPG) in App promotion
  • speak to local community groups who can promote the App and help people use it. Share resources to support community group and libraries with them.

Help and support

If you're having issues using NHS App messaging, please contact your messaging service supplier. Patients can find support on the NHS website.

Further information

external
external

Last edited: 20 April 2026 3:20 pm