Digital by default

We’re reducing the number of letters we send to make your NHS more sustainable

In February 2024 we are moving to a digital by default approach to outpatient appointment letters.

This means that patients who have an active MY CARE account will receive their Royal Devon outpatient appointment information through MY CARE and not through the post.

Under the new system patients with an active MY CARE account will be notified about any new appointment information in MY CARE by text message and/or email depending on their individual communication preferences.

Patients will need to click the link in their text message or email, to view their full appointment information.


What if I need my information by post?

If you have MY CARE, or you are signing up to MY CARE, and would still like to receive appointment letters through the post, then you simply need to set your communication preferences to opt-in to post. You will need to do this on or after Thursday 1 February 2024.

You can find more information about setting and updating your communication preferences in the guidance and FAQs here.

We know that getting hospital appointment information is important, so we also have a back-up to our digital communications. If you don’t click the link or open the appointment letter in MY CARE within a certain time-frame, then we will send the information by phone or post.


Why is the Royal Devon making this update?

We are making this update in response to patient feedback. People who use MY CARE to manage their healthcare have told us that they want to receive appointment information just through MY CARE and not through the post.

We send out about 2 million letters to patients every year. By switching to digital letters through MY CARE we can dramatically reduce our paper consumption and mailing costs, saving money and reducing our impact on the environment.


What do I need to do?

This change will happen automatically, so there is nothing that you need to do. You may wish to check your communication preferences to make sure you are happy with how they are set up. 


Where can I get more information or help?

We will be sending patients who use MY CARE information direct through MY CARE. Click here for FAQs and guidance about updating your communication preferences.

If you need any additional help, then please contact our Helpdesk on: or 01392 404664, between 9am and 5pm. (Outside of these hours, please leave a message including your name and contact details.)

Last updated: January 24, 2024


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