Mythbusting: SMS are not free. Every message has a cost which increased once the message goes over 160 characters.

Do

• Do keep messages short: Ensure most message templates are under 160 characters, longer messages increase costs.
• Do use batch messaging effectively: Ensure batch messages are relevant to each patient’s direct care. e.g. Clinic invites. (Surgery news is not direct care)
• Do keep health data secure: Avoid including personal health information in SMS/email without specific patient consent in each case (not per patient).
• Do record patient preferred communication method: This has been part of QOF since 2019 and for SystmOne surgeries means items sent via 'Communications Annexe' are automatically sent via this method. e.g. SMS, email or app notifications
• Do provide opt-out option: Ensure staff understand how to opt out of care messages delivered via SMS and how to change the preferred method (such as defaulting messages to email or NHS App rather than SMS).*

Don't

• Don't include greetings/sign off: An SMS notification is not an email or letter. It doesn't begin with "Good morning" or end in "Kind regards." or similar.
• Don’t send surveys: The ICB does not allow service improvement messaging via the SMS solution.
  
• Don’t send messages that are news or marketing etc: Messages unrelated to direct patient care, like surgery news, promotions, or event invites are not allowable by the ICB-funded solution. Examples:
  • Closures
  • Staff joining/leaving
  • Open days/events
• Don't send sensitive information by default: Test results and other medical details should not be shared via SMS or email unless the patient has explicitly agreed. Secure solution: Online record access.
• Don’t use SMS for staff communication: The provided SMS facility is for patient care, not for messaging staff or third parties.

News/Marketing

If you wish to communicate with patients about general surgery news/marketing, your clinical system (TPP SystmOne/EMIS Web) and other care communication solutions (AccuRx/MJog) should not be involved. You would need to develop or procure a suitable separate solution to record the personal details of individuals for communication purposes that do not relate to direct care.

News/marketing should be a separate list of personal data based on those that either explicitly opt-in or where when providing the data there was transparency that it would be used for purposes beyond direct care with clear route to opt out in each communication.