As of 14 July 2026, Frimley Health will begin sending most patient letters digitally rather than through the post. 

This is an important step in our commitment to providing faster and more convenient appointment information to our patients. It is important to note that patients who cannot access digital communications will continue to receive information through the post. 

Why are we making this change? 

More people are choosing to access information and services digitally. In line with the NHS 10-Year Health (Fit for the Future) Plan, we are increasing our use of digital communication to make it easier for patients to receive important information in a way that is convenient, timely and accessible. 

Providing information digitally means patients can access their information more quickly. It also helps reduce avoidable delays, support more efficient use of appointments and help reduce waiting times to support a better patient experience. 

Moving to digital letters will help us: 

  • Deliver important information to patients more quickly 

  • Reduce the risk of delays associated with postal services 

  • Provide a more secure and reliable way of sharing information 

  • Reduce the number of appointment non-attendance 

  • Reduce paper use and support our commitment to sustainability 

  • Make better use of appointments by helping patients receive and respond to information promptly 

Every year, more than 90,000 appointments at Frimley Health are not attended for a variety of reasons, including occasions where appointment information does not reach patients in time. Missed appointments can result in longer waiting times and reduce the number of appointments available for other patients. 

As part of our digital transformation programme, we introduced enhanced appointment reminders in December 2025. This first phase resulted in more than 2,000 additional appointments being attended each month, demonstrating how improved communication helped patients access the care they needed, when they needed it. 

By moving to digital-first communications, we hope to build on this success, ensuring patients receive information sooner and can manage their appointments more effectively. 

What does this mean for patients? 

Where possible, routine patient correspondence will be sent digitally. 

This may include: 

  • Appointment letters 

  • Follow-up appointment information 

  • Clinical correspondence 

  • Other routine communications from our services 

Patients registered with MyFrimleyHealth Record will receive notifications through the app. 

If you are not using the app, you may receive an email or text message containing a secure link to view your correspondence digitally. The link will take you to your appointment information and, where applicable, your clinical letter. 

Unlike postal letters, digital communications are available as soon as they are issued, giving patients quicker access to important information about their care. 

What if I cannot access digital communications? 

We recognise that digital communication is not suitable for everyone. Some patients may not have access to a smartphone, computer, email account or the internet. Others may simply prefer to receive correspondence through the post. 

Patients who are unable to receive digital communications will continue to receive their letters by post. 

Our move to digital-first communications is intended to improve access and convenience, not to create barriers to care. We are committed to ensuring that all patients can receive information in a format that meets their needs. 

How can I tell you my communication preference? 

If you would prefer not to receive digital correspondence, or would like to discuss the options available to you, you can update your communication preferences by: 

  • Speaking to a member of our reception team. 

  • Updating your preferences during your next appointment or hospital visit. 

Our teams will work with you to ensure your correspondence is provided in the most appropriate format wherever possible. 

What do I need to do? 

To help you benefit from digital communications, please ensure we have your most up-to-date contact details, including your mobile phone number and email address. 

If you have not already done so, you may also wish to register for the MyFrimleyHealth Record app, which provides access to appointment information and other useful healthcare services. You can download the app at App Store or Google Play, or visit MFHR website  

Thank you for supporting this change and helping us modernise the way we communicate with patients, while continuing to ensure that those who need non-digital options remain fully supported.