Urgent! Communication changes from 1st April 2026
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 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.
Walton Medical Centre