Text (SMS) and Email Policy

Beckett House Practice uses text messages (SMS) and emails to help patients with their care. When you give us your mobile number and email address, we’ll use them to contact you by text, email or phone call, unless you tell us not to. Your mobile number may be used for both SMS messages and telephone calls.

If you don’t want to receive text messages or emails, please tell a member of our team so we can update your records.

We will not send messages that we believe could be upsetting, and we will telephone you about anything that needs urgent attention.

If we can’t reach you on the phone, we may send a text message asking you to call us back.

Please tell us if your phone number or email address changes so we can protect your privacy and stay in touch.

How we use text (SMS) messaging

We use texts for things like:

• Appointment reminders, cancellations and booking links
• Test results, including requests to repeat tests
• Health information and advice about your medical conditions
• Signposting to other services, such as pharmacies or sexual health services
• Invitations to flu and vaccination clinics
• Health check and review reminders
• Cervical screening invitations
• At home blood pressure monitoring
• Stop smoking support
• Patient group and survey information
• Asking you to contact us

If you have any questions about a text message you have received, please call us and we will be happy to help you.

For secure communication, we recommend the NHS App.

If you turn notifications on, you can receive our messages securely in the NHS App.

The NHS App lets you:

• View test results safely
• Check and manage appointments
• Order repeat prescriptions
• Receive messages securely
• Contact us securely

We send our text messages using AccuRx, a trusted software for the NHS. It keeps your information safe and private. If you ever get a text from us and you’re unsure, check the link or call us. Real links include accurx.nhs.uk, patient.accurx.com, or florey.accurx.com.

You can read more about how AccuRx keeps your data safe on their Security for Patients page.

How we use email messaging

We may use email to:

• Share non-urgent information or documents related to your care
• Respond to queries from patients who have contacted us by email
• Send official documents or letters when clinically appropriate
• Invitations to flu and vaccination clinics
• Share patient group and survey information
• Send updates about the practice and our services, or other local NHS health services.

Please do not request prescriptions by email.

Use the NHS App or your usual repeat prescription service instead.

If you have any questions about an email you have received, please call us and we will be happy to help you.

Emails are managed by our team, not individual GPs or staff. This helps us respond consistently and safely.

Our preferred way for you to contact us is through our online consultation tool or the NHS App as these are the most secure and reliable methods.
Email is not always secure. If we need to send you personal medical information, we will:

• Use NHSmail or AccuRx, which meet NHS security standards
• Use encrypted attachments or secure links when needed
• Only send information to the email address recorded in your medical record

You are responsible for keeping your email address up to date and ensuring that only you (or those you authorise) have access to your inbox.

Data protection

We do not use email or texts for marketing or third-party promotions.
We follow NHS guidance and only use texts and email to help deliver your NHS care.
Your information is protected under data protection law.

You can read more in our Privacy Notice.