URGENT! Communication changes from 1st April 2026

Dear Patients,

We are writing to inform you of some important changes to how we will be communicating with you going forward.

From 1st April 2026, NHS services across Cheshire and Merseyside will no longer be funded to use text messaging for patient communication. This decision has been made by our local Integrated Care Board (ICB).

In simple terms, an Integrated Care Board (ICB) is the organisation responsible for planning and funding NHS services in our local area. They decide how NHS resources are allocated and how services are delivered across GP practices, hospitals, and community care.

As a result of this decision, all GP practices across Cheshire and Merseyside — including our own — are being required to move the vast majority of patient communication from text messages to email.

We want to be open with you:
this is not a change we have chosen, and it is not one we feel will benefit many of our patients. However, it is being enforced across the region, and we have no option but to comply.

What this means for you

• Around 90% of our communication will now be sent via email
• We will retain very limited access to text messaging, but only in exceptional circumstances
• You can still:
  • Telephone the practice
  • Visit us in person

We kindly ask that you provide us with your email address as soon as possible if you have one.

If you do not currently have an email address, we strongly encourage you to set one up. We fully understand that not everyone feels confident using email, and we are here to support you.

We are planning to organise training and support sessions to help patients:

• Create an email account
• Learn how to use email safely
• Understand how we will communicate with you

If you would like help, please let us know. Once we have sufficient interest, we will arrange group sessions.

The NHS App

We also strongly encourage you to download and use the NHS App.

The NHS App is a secure mobile application that allows you to:

• Order repeat prescriptions
• View your medical records
• Book and manage appointments
• Receive messages and notifications from your GP practice
• Access NHS services and advice

NHS England is encouraging patients to use the app because it is expected to become the main way patients interact with NHS services in the future.

Over time, more communication is likely to move through the app, so becoming familiar with it now may make things easier for you going forward.

A period of adjustment

We ask for your patience and understanding over the next 12 months as we:

• Adapt to this new system
• Transition our communication processes
• Work through any initial challenges

There will likely be some teething problems, and we sincerely apologise in advance for any inconvenience caused. Please be assured that we will continue to do everything we can to provide the best care possible.

Listening to you

We are always listening to patient feedback and will continue to do what we can, where we can, to act in the best interests of our community.

Finally

We understand that this change may feel frustrating or worrying. We feel the same.

However, we remain committed to supporting you through this transition and continuing to provide the highest standard of care we can.

Thank you for your understanding and continued support.

Yours sincerely,
Priory Medical Centre