diff --git a/CHANGELOG.md b/CHANGELOG.md index 68addbe7e..ea54d82f4 100644 --- a/CHANGELOG.md +++ b/CHANGELOG.md @@ -1,5 +1,11 @@ # NHS digital service manual Changelog +## 6.2.1 - 27 March 2024 + +:wrench: **Maintenance** + +- Remove "Messaging patients" section in Content guide + ## 6.2.0 - 26 March 2024 :new: **New features** diff --git a/app/views/content/formatting-and-punctuation.njk b/app/views/content/formatting-and-punctuation.njk index e4df3b90f..3d719e9b8 100644 --- a/app/views/content/formatting-and-punctuation.njk +++ b/app/views/content/formatting-and-punctuation.njk @@ -23,8 +23,6 @@
  • A to Z of NHS health writing
    • -
  • Messaging patients
    • -
  • Inclusive content
  • Health literacy
    • diff --git a/app/views/content/messaging-patients/_breadcrumb.njk b/app/views/content/messaging-patients/_breadcrumb.njk deleted file mode 100644 index e89d7797e..000000000 --- a/app/views/content/messaging-patients/_breadcrumb.njk +++ /dev/null @@ -1,15 +0,0 @@ -{{ breadcrumb({ - items: [ - { - href: "/", - text: "Home" - }, - { - href: "/content", - text: "Content guide" - } - ], - href: "/content/messaging-patients", - text: "Messaging patients", - classes: "app-breadcrumb" -}) }} diff --git a/app/views/content/messaging-patients/_side-nav-mobile.njk b/app/views/content/messaging-patients/_side-nav-mobile.njk deleted file mode 100644 index ed85ab856..000000000 --- a/app/views/content/messaging-patients/_side-nav-mobile.njk +++ /dev/null @@ -1,21 +0,0 @@ -{% set messagingPatientsNav = [ - { title: "Communication channels for messages", url: "/content/messaging-patients/communication-channels-for-messages" }, - { title: "Send accessible and inclusive messages", url: "/content/messaging-patients/send-accessible-messages" }, - { title: "Send messages that patients trust", url: "/content/messaging-patients/send-messages-that-patients-trust" }, - { title: "Send messages that are appropriate and relevant", url: "/content/messaging-patients/send-messages-that-are-appropriate-and-relevant" } -] %} - - diff --git a/app/views/content/messaging-patients/communication-channels-for-messages.njk b/app/views/content/messaging-patients/communication-channels-for-messages.njk deleted file mode 100644 index 77b6ff07c..000000000 --- a/app/views/content/messaging-patients/communication-channels-for-messages.njk +++ /dev/null @@ -1,178 +0,0 @@ -{% set pageTitle = "Communication channels for messages" %} -{% set pageSection = "Content guide" %} -{% set pageDescription = "You will sometimes be able to choose what communication channel to use to message a patient. It is important to understand the costs and benefits of each channel."%} -{% set subSection = "Messaging patients" %} -{% set dateUpdated = "March 2024" %} - -{% extends "includes/app-layout.njk" %} - -{% block breadcrumb %} - {% include "content/messaging-patients/_breadcrumb.njk" %} -{% endblock %} - -{% block sideNav %} - -{% endblock %} - -{% block bodyContent %} - -

    Most messaging service suppliers will not let you choose the channel for a batch message to multiple patients.

    -

    Avoid sending the same message using more than one channel at the same time. This can overwhelm patients. It also increases costs for the NHS.

    -{% include "content/messaging-patients/_side-nav-mobile.njk" %} - -

    Send messages that patients can understand

    -

    Some patients will have a recorded communication need. This could be related to a disability, impairment or sensory loss. You must send them messages in a format they can access.

    -

    Find out more about sending accessible and inclusive messages.

    -

    App messages

    -

    Sending a message through the NHS App is free and secure. It also means patients can manage all their healthcare information in one place.

    -

    How to send messages through the NHS App

    -

    Your messaging service supplier may already offer NHS App messaging.

    -

    Patients need to download the NHS App and turn on their notifications. This is so they can see that you have sent them an App message.

    -

    Do not send an App message to tell the patient anything urgent.

    -

    Find out more about:

    - -

    If a patient does not see an App message

    -

    If a patient does not see an App message notification or read the message, it will automatically be sent by text message, email or letter.

    -

    Each messaging service supplier will send messages to channels in different priority orders and timescales. Speak to your supplier to find out more.

    -

    Keep App messages as short as possible

    -

    If a patient does not read an App message, it might be sent as a text message. Keep messages as short as possible to avoid unnecessary costs.

    -

    Text messages (SMS)

    -

    Sending text messages costs the NHS millions of pounds each year.

    -

    Encourage your patients to download the NHS App, so you can send more App messages. These are free. Or check if you could send an email instead.

    -

    If you try to send a text message and it is not delivered to the patient, you will still pay for it.

    -

    Regularly check that the mobile numbers you have for patients are up to date.

    -

    You could also run a report in your clinical system to try and find any mobile numbers that are not in a valid format. For example, they could be too long or too short.

    - -

    Make your text messages shorter

    -

    Keep text messages as short as possible. But make sure you include all the information the patient needs to know.

    -

    The How we write section of our content guide can help you to write messages that are clear and concise.

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    Use fewer fragments

    -

    Text messages are split into chunks called fragments.

    - -

    Each fragment costs about 2 pence.

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    If you go 1 character over a fragment limit, you are charged for another fragment. For example:

    - -

    Check how many fragments your templates use. Remove any words that are not needed, for example COVID-19 guidance.

    -

    Other ways to shorten text messages

    -

    You can also reduce the length of your text messages by:

    - -

    Find out how signs, symbols and accented characters can increase text message fragments in Text message pricing (GOV.UK.)

    -

    Make sure everyone can understand your text messages

    -

    Reducing the length of your text messages is important. But it is more important that all patients can understand your messages.

    -

    You should:

    - -

    Find out more about sending accessible and inclusive messages.

    - -

    Links in text messages

    -

    Not all patients with a mobile telephone number have a smartphone.

    -

    Give patients another way to respond if they are not able to follow the links in a text message.

    -

    If you include links in a text message, do not use a third-party link shortening service. They are not accessible for patients using assistive technology.

    -

    Patients also cannot tell whether a short link goes to a website they can trust, for example www.nhs.uk or www.gov.uk. Find out more about sending messages that patients trust.

    -

    Frequency of appointment reminders

    -

    Find out how many reminder messages you are sending for each appointment.

    -

    You might be sending reminders both 7 days and 24 hours before an appointment.

    -

    If you are, consider switching off the 7 day reminders for a while. Monitor your "did not attend" (DNA) rates to see if not sending these reminders has any impact.

    -

    Emails

    -

    Sending an email may be free, depending on your messaging service supplier. It can be more convenient and accessible than a paper letter.

    -

    Patients may also prefer to have information emailed to them if they need to forward it to someone else, for example a fit note (sick note).

    -

    Make your emails accessible

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    Make sure that everyone can understand your emails. This includes people who use a screen reader to read the written content out loud or display it in Braille.

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    You should:

    - -

    Find out more about sending accessible and inclusive messages.

    - -

    Help patients to trust your emails

    -

    Your email could end up in a patient's junk folder or they might not trust it is from the NHS. Find out more about sending messages that patients trust.

    - -

    Paper letters

    -

    Sending a paper letter using Royal Mail costs at least 75 pence. Consider whether you could send an App message, email or text message instead. These cost less and can be more convenient for patients.

    -

    Do not send a paper letter to tell the patient anything urgent.

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    Patient-focused letters

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    Patients may find a letter useful if they could need to refer to the information in the future. For example, a summary of what has been discussed during a consultation.

    -

    Write any letters that a patient will see directly to them, rather than to another healthcare professional.

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    Follow the How we write section of our content guide to write clear, concise letters using plain English.

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    Find out more about sending accessible and inclusive messages.

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    Create a communications policy

    -

    Create a communications policy that outlines what types of messages you will send using each channel.

    -

    This will make your messaging more consistent for patients, so they know what to expect. It will also help you budget for messaging costs.

    -

    NHS England has created a template for email and text message communications.

    -{% endblock %} diff --git a/app/views/content/messaging-patients/index.njk b/app/views/content/messaging-patients/index.njk deleted file mode 100644 index 6ce35f3ef..000000000 --- a/app/views/content/messaging-patients/index.njk +++ /dev/null @@ -1,70 +0,0 @@ -{% set pageTitle = "Send effective messages to patients" %} -{% set pageSection = "Content guide" %} -{% set subSection = "Messaging patients" %} -{% set pageDescription = "This guide is for anyone who sends messages to patients in the NHS. It will help you to create and send more effective messages." %} -{% set dateUpdated = "March 2024" %} -{% set theme = "Content guide" %} - -{% extends "includes/app-layout.njk" %} - -{% block breadcrumb %} - {% include "content/_breadcrumb.njk" %} -{% endblock %} - -{% block bodyContent %} - -

    1. Choose the right communication channel

    -

    Essential

    - -

    Best practice

    - -

    Find out more about different communication channels for messages.

    -

    2. Make sure messages are accessible and inclusive

    -

    Essential

    - -

    Best practice

    - -

    Find out more about sending accessible and inclusive messages.

    -

    3. Send messages that patients can trust

    -

    Essential

    - -

    Best practice

    - -

    Find out more about sending messages that patients trust.

    -

    4. Make sure messages are appropriate and relevant

    -

    Essential

    - -

    Best practice

    - -

    Find out more about sending personalised, appropriate and relevant messages.

    -{% endblock %} diff --git a/app/views/content/messaging-patients/send-accessible-messages.njk b/app/views/content/messaging-patients/send-accessible-messages.njk deleted file mode 100644 index 2b88415d6..000000000 --- a/app/views/content/messaging-patients/send-accessible-messages.njk +++ /dev/null @@ -1,167 +0,0 @@ -{% set pageTitle = "Send accessible and inclusive messages" %} -{% set pageSection = "Content guide" %} -{% set pageDescription = "Write and send messages that everyone can understand and make everyone feel included and respected." %} -{% set subSection = "Messaging patients" %} -{% set dateUpdated = "March 2024" %} - -{% extends "includes/app-layout.njk" %} - -{% block breadcrumb %} - {% include "content/messaging-patients/_breadcrumb.njk" %} -{% endblock %} - -{% block bodyContent %} - -{% include "content/messaging-patients/_side-nav-mobile.njk" %} - -

    Make standard messages accessible

    -

    Aim to make all the text messages, emails and App messages you send accessible to people who:

    - -

    This will reduce the number of messages you need to send in alternative formats (also known as accessible formats).

    -

    Follow the How we write section of our content guide to write messages that are:

    - -{% from 'tables/macro.njk' import table %} - -{{ table({ - panel: false, - firstCellIsHeader: false, - head: [ - { - text: "A message that's easy to understand:" - }, - { - text: "A message that's difficult to understand:" - } - ], - rows: [ - [ - { - text: "You have a telephone appointment today. We cannot give you an exact time for the call, so keep your phone close by." - }, - { - text: "You have been booked in for a telephone consultation today and, due to it not being possible to specify an exact time, it is of the utmost importance you keep your phone in your vicinity." - } - ] - ] -}) }} -

    Specific pages of the content guide tell you how to:

    - -

    The GOV.UK style guide A to Z also has a useful list of words to avoid, with plain English alternatives.

    -

    The messages you send might include links to your website. Find out how to make your website usable and accessible for patients (NHS England).

    -

    How stress and trauma can affect understanding

    -

    People experiencing stress and trauma may not understand things the same way they usually would.

    -
    -

    Research insight

    -

    People experiencing stress and trauma cancelled appointments they wanted to reschedule. They were also more likely to think a "referral" was the same as an "appointment".

    -
    -

    Many people will be stressed or experiencing trauma when reading messages related to their healthcare.

    -

    Messages need to:

    - -

    The Accessible Information Standard

    -

    Anyone providing NHS care needs to follow the Accessible Information Standard.

    -

    It sets out how you must meet the communication needs of people with a disability, impairment or sensory loss.

    -

    This includes patients and service users, and their carers and parents.

    -

    Who the Accessible Information Standard might apply to

    -

    These are the patient codes that may mean the patient has a communication need:

    - -

    Base decisions on a patient's communication needs, rather than their diagnosis, where possible.

    -
    - Information: -

    “If people cannot get information about their healthcare they understand, this can have a significant impact on their mental health and can lead to them missing doctor's appointments or taking the wrong medication, putting them in danger." – Healthwatch England

    -
    -

    Applying the Accessible Information Standard to messaging

    -
      -
    1. Ask people what format of messages they will be able to access and understand.
      2. -
    2. Record these needs in a clear, unambiguous and standardised way.
      3. -
    3. Flag these needs so they are easy to see when anyone accesses the record.
      4. -
    4. Share these needs as part of existing data sharing processes. For example when referring a patient. They will then continue to receive accessible messages.
      5. -
    5. Only send messages in a format that meets these needs. This includes any messages that are automatically generated.
      6. -
    -

    Find out more about the Accessible Information Standard (NHS England).

    -

    Digital formats

    -

    Many people with communication needs use assistive technology. For example, a screen reader to help them to understand written information.

    -

    A screen reader helps people who are blind or have a visual impairment to interact with electronic devices. The screen reader will read the written content out loud or can display the content in Braille.

    -

    Sending messages by email or text message will mean these people can use their preferred technology.

    -

    Alternative formats (accessible formats)

    -

    Some people will need you to send messages in an alternative format. These are also called accessible formats.

    -

    People with a visual impairment may need:

    - -

    People with a learning disability or a low level of literacy may need:

    - -

    People who are Deaf or have hearing loss may need:

    - -

    People with co-ordination difficulties may need:

    - -

    Find out more about alternative communication formats (GOV.UK).

    -

    Use inclusive language

    -

    Use our content guide to create inclusive content about:

    - -

    There is also separate guidance about how to talk about people with a learning disability or autism (NHS England).

    -

    Translating message content into other languages

    -

    Some patients may not understand written English. You should make all possible efforts to meet their communication needs.

    -
      -
    1. Ask patients to tell you their preferred written language.
      2. -
    2. Record this preference in their health record.
      3. -
    3. Include this information when referring patients to other healthcare professionals.
      4. -
    4. Translate message content into a patient's preferred language whenever possible.
      5. -
    -

    You should:

    - -

    Avoid Google Translate and other automated online translation services. The translations could be poor quality.

    -

    Find out more about language interpreting and translation for healthcare practitioners on GOV.UK.

    -{% endblock %} diff --git a/app/views/content/messaging-patients/send-messages-that-are-appropriate-and-relevant.njk b/app/views/content/messaging-patients/send-messages-that-are-appropriate-and-relevant.njk deleted file mode 100644 index 8c2621ba0..000000000 --- a/app/views/content/messaging-patients/send-messages-that-are-appropriate-and-relevant.njk +++ /dev/null @@ -1,79 +0,0 @@ -{% set pageTitle = "Send messages that are appropriate and relevant" %} -{% set pageSection = "Content guide" %} -{% set pageDescription = "Different types of messages will need different levels of personalisation." %} -{% set subSection = "Messaging patients" %} -{% set dateUpdated = "March 2024" %} - -{% extends "includes/app-layout.njk" %} - -{% block breadcrumb %} - {% include "content/messaging-patients/_breadcrumb.njk" %} -{% endblock %} - -{% block bodyContent %} - -

    Think about the context of the messages you send.

    -

    Adapt the content and tone to make your messages appropriate for the situation.

    - -{% include "content/messaging-patients/_side-nav-mobile.njk" %} - -

    Send relevant messages to specific groups of people

    -

    Research shows that patients' engagement falls if they receive too many messages that are not relevant to them.

    - -

    Identify specific groups and tailor your message content

    -

    Use your clinical system to identify groups of patients that are as specific as possible.

    -

    Then make the message content as relevant as possible to those specific groups. Use all the information you have available.

    -
    - Example -

    A group of patients have missed their most recent screening appointment. They have attended previous screening appointments.

    -

    You can send a message reminding them of the importance of regular screening.

    - -
    - -

    Consider different channels to reach wider groups

    -

    Sending a message to a very large group of patients can mean it's not relevant to everyone who receives it. It can also be very expensive.

    -

    Consider whether you can share general information in other ways. For example, on your website or in a post on social media.

    - -

    Confidential content

    -

    Be cautious about what personal information you include in messages. Other people could see the messages, which could put the patient at risk. For example, many families will share a single mobile phone.

    -

    Some people also regularly change their mobile number. It is important to confirm patients' contact details at every opportunity.

    -

    Include enough information for the patient to understand what the message means and any action they need to take. But do not include any specific details of their care.

    - -{% from 'tables/macro.njk' import table %} - -{{ table({ - panel: false, - caption: "Example of appropriate message content", - firstCellIsHeader: false, - head: [ - { - text: "Do not use" - }, - { - text: "Use" - } - ], - rows: [ - [ - { - text: "The results from your blood sugar test are available..." - }, - { - text: "The results from your test are available..." - } - ] - ] -}) }} - -

    Patient consent for you to send messages

    -

    Make sure your messages follow UK GDPR and data protection legislation.

    -

    Find out what is and is not direct marketing (NHS England).

    -

    Consider how messages make patients feel

    -

    Messages should make patients feel cared for. You should try to avoid making patients feel anxious.

    -

    Follow the Voice and tone section of our content guide to write messages that are:

    - -{% endblock %} diff --git a/app/views/content/messaging-patients/send-messages-that-patients-trust.njk b/app/views/content/messaging-patients/send-messages-that-patients-trust.njk deleted file mode 100644 index 11a4dd1b3..000000000 --- a/app/views/content/messaging-patients/send-messages-that-patients-trust.njk +++ /dev/null @@ -1,80 +0,0 @@ -{% set pageTitle = "Send messages that patients trust" %} -{% set pageSection = "Content guide" %} -{% set pageDescription = "To help patients act on the messages we send them, it's important they can trust that messages are safe, secure and have genuinely been sent by the NHS." %} -{% set subSection = "Messaging patients" %} -{% set dateUpdated = "March 2024" %} - -{% extends "includes/app-layout.njk" %} - -{% block breadcrumb %} - {% include "content/messaging-patients/_breadcrumb.njk" %} -{% endblock %} - -{% block bodyContent %} - -{% include "content/messaging-patients/_side-nav-mobile.njk" %} - -

    Quality and relevance of messages

    -

    People may not trust a message with spelling and grammatical errors or inaccuracies. They may not think it is genuine.

    -

    To avoid this, you should:

    - - -

    Links

    - -

    Do not use a third-party link shortening service to reduce the length of links, because:

    - -
    -

    Research insight

    -

    Research has shown that people can be worried about being scammed if a link does not go to an NHS website.

    -
    -

    Find out more about using links and URLs on GOV.UK Notify.

    - -

    Sender names on text messages

    -

    A SenderID is the words that appear on a text message in place of the sending telephone number.

    -

    Using an appropriate SenderID can help build trust with message recipients.

    -

    You should use MEF-registered (official) SenderIDs.

    - -{% from 'tables/macro.njk' import table %} - -{{ table({ - panel: false, - caption: "Example of an appropriate SenderID", - firstCellIsHeader: false, - head: [ - { - text: "Do not use" - }, - { - text: "Use" - } - ], - rows: [ - [ - { - text: "[+4478…] sent you a message" - }, - { - text: "[Practice name] sent you a message" - } - ] - ] -}) }} - -

    Protecting people from spam or phishing

    -

    To protect people from spam or phishing:

    - -{% endblock %} \ No newline at end of file diff --git a/app/views/content/numbers-measurements-dates-time.njk b/app/views/content/numbers-measurements-dates-time.njk index c8f4ad033..601af5fbb 100644 --- a/app/views/content/numbers-measurements-dates-time.njk +++ b/app/views/content/numbers-measurements-dates-time.njk @@ -23,8 +23,6 @@
  • A to Z of NHS health writing
    • -
  • Messaging patients
    • -
  • Inclusive content
  • Health literacy
    • diff --git a/app/views/includes/_side-nav.njk b/app/views/includes/_side-nav.njk index 34ec331f1..5fea0a718 100644 --- a/app/views/includes/_side-nav.njk +++ b/app/views/includes/_side-nav.njk @@ -45,7 +45,6 @@ { title: "How we write", url: "/content/how-we-write" }, { title: "Voice and tone", url: "/content/voice-and-tone" }, { title: "A to Z of NHS health writing", url: "/content/a-to-z-of-nhs-health-writing" }, - { title: "Messaging patients", url: "/content/messaging-patients" }, { title: "Inclusive content", url: "/content/inclusive-content" }, { title: "Health literacy", url: "/content/health-literacy" }, { title: "How to write good questions for forms", url: "/content/how-to-write-good-questions-for-forms" }, @@ -64,13 +63,6 @@ { title: "Skin symptoms", url: "/content/inclusive-content/skin-symptoms" } ] %} -{% set messagingPatients = [ - { title: "Communication channels for messages", url: "/content/messaging-patients/communication-channels-for-messages" }, - { title: "Send accessible and inclusive messages", url: "/content/messaging-patients/send-accessible-messages" }, - { title: "Send messages that patients trust", url: "/content/messaging-patients/send-messages-that-patients-trust" }, - { title: "Send messages that are appropriate and relevant", url: "/content/messaging-patients/send-messages-that-are-appropriate-and-relevant" } -] %} - {% set writeGoodQuestions = [ { title: "Understand the problem before you write your questions", url: "/content/how-to-write-good-questions-for-forms/understand-the-problem-before-you-write-your-questions" }, { title: "Make sure you need each question", url: "/content/how-to-write-good-questions-for-forms/make-sure-you-need-each-question" }, @@ -282,7 +274,7 @@ {% endif %} - {%- if pageSection == "Content guide" and subSection != "Health literacy" and subSection != "How to write good questions for forms" and subSection != "Inclusive content" and subSection != "Messaging patients" %} + {%- if pageSection == "Content guide" and subSection != "Health literacy" and subSection != "How to write good questions for forms" and subSection != "Inclusive content" %} {% endif %} - {%- if subSection == "Messaging patients" %} -

    Messaging patients navigation

    - - {% endif %} - - {%- if subSection == "How to write good questions for forms" %} -

    How to write good questions for forms navigation

    - - {% endif %} - {%- if subSection == "Health literacy" %} {{ backLink({ "href": "/content/health-literacy", diff --git a/app/views/site-map.njk b/app/views/site-map.njk index 92b9ddd68..d7baf9a3d 100644 --- a/app/views/site-map.njk +++ b/app/views/site-map.njk @@ -129,14 +129,6 @@
  • How we write
  • Voice and tone
  • A to Z of NHS health writing
    • -
  • Messaging patients - -
  • Inclusive content