CLCH becomes first community NHS Trust to launch digital letters via the NHS App

Central London Community Healthcare NHS Trust (CLCH) has become the first community NHS Trust in the country to start providing digital letters and questionnaires through the NHS App, marking a major milestone in transforming how community care information is delivered to patients.

This new function went live on 2 December and supports the ambitions of the NHS 10-year plan, which aims to expand digital access, reduce unnecessary paper processes, and give patients more control over how they manage their health. Over the next 12 months, appointment letters, clinic information, and important pre-appointment questionnaires will now be available directly through the NHS App for some patients who use our services across north and south west London.

It enables patients using community services such as physiotherapy, occupational therapy, podiatry, and a range of other clinics, to easily access their information in one secure, convenient place throughout their care journey.

Digital letters provide the option for patients to read letters online or request a paper copy, allowing for more flexible access to their data. To make sure no one misses essential information, the system includes a safety net with a printed letter sent automatically if a patient does not open a digital version within 48 hours.

For services, the introduction of digital letters will save valuable time, reduce printing and postage costs, and streamline administrative processes. It also supports clinical outcomes by allowing patients to complete questionnaires in advance, giving clinicians the information they need to tailor care and reduce delays.

Andrew Chronias, Chief Information Officer at CLCH, said: “Going live with digital letters is a major step forward for us as a community trust. It supports the ambition in the NHS 10 year plan of moving from analogue to digital, giving our patients clearer, faster access to their health information and making our services more efficient and sustainable. Most importantly, it gives our patients more choice and control, helping them engage with their care in a way that works for them.”

This development builds on CLCH’s recent achievement as the first community NHS trust to introduce NHS App notifications and now with digital letters and questionnaires available through the App, CLCH continues to lead the way in digital innovation across community healthcare.

“It also delivers to the Trust’s long-term digital strategy on improving access, enhancing patient engagement, and delivering care that is more connected, responsive, and aligned with the future of the NHS.