Skip to main content

Non-urgent messages from patients to practices in the NHS App

Patients in some practices can send non-urgent messages to their practice who can then send replies using their clinical system. The patient cannot reply to the practice response.

Page contents

How it works

The Optum (EMIS) and TPP clinical systems provide a secure messaging facility. This enables patients to send non-urgent messages to their practice who can send replies using the clinical system. The patient cannot reply to the practice response.

Only some practices use this feature.

Patients can now send these kinds of non-urgent messages in the NHS App if:
  • their practice uses Optum (EMIS) or TPP 
  • the practice has enabled this feature in their clinical system

Secure messaging is not currently supported in Medicus clinical systems.

Secure messaging should only be used for non-urgent messages.

Guidance on secure messaging for Optum (EMIS) practices

How to activate online services, including secure messaging for patients (OPTUM website) 

How to manage secure messages (OPTUM website) 

Practices cannot start a conversation with a patient via secure message in the OPTUM (EMIS) system. You can only reply to a patient message.

Guidance on secure messaging for TPP practices

Refer to your TPP training manual or the SystmOne help system, or visit the Learning Management System. Users will need to sign up for an account if they don’t have one. 

Last edited: 1 April 2026 3:30 pm