The NHS will receive its own Royal Mail postage classification in a bid to reduce missed appointments caused by delayed letters.

A barcode system has been agreed between the NHS and Royal Mail to identify and prioritise medical letters, even during periods of national disruption such as strikes or poor delivery performance. Concerns had been raised that delays in critical communications were endangering patients’ safety.

NHS letters are sent through a mix of first-class, second-class or bulk mail, and some areas rely on Royal Mail staff to separate them manually. The new system will automate this process and ensure more consistent prioritisation.

The proposal, revealed in a letter to Ofcom and co-signed by the NHS, Royal Mail and patient group leaders, aims to ensure medical letters are not collateral damage in a planned overhaul of the universal postal service, according to The Daily Telegraph.

Late letters are responsible for around two million of the eight million missed NHS appointments each yearALAMY“We have mutually agreed the introduction of a new Royal Mail NHS-specific barcode,” the letter said. “Where Royal Mail quality of service performance targets are not being met, this barcode will mitigate the impact on NHS letters by helping to optimise their delivery at times of local and national disruption.”Research from Healthwatch England has shown that late letters are responsible for about two million of the eight million missed NHS appointments each year, with some patients receiving information after their appointment date.Louise Ansari, chief executive of Healthwatch England, said that delayed medical letters were a “frustrating admin issue” and that research showed “one in five people received an invitation to an appointment by letter or text after the date of their appointment”.She added: “Whether missing important appointments or vital test results, letters arriving late can be a patient safety risk, and often puts the burden on people to chase essential communications themselves. We hope these changes lead to improvements for patients and NHS teams.”Professor Sir Steve Powis said the new system would provide patients with the vital information necessary for them to access NHS servicesBEN GURR FOR THE TIMESProfessor Sir Steve Powis, the NHS medical director, said: “The establishment of the new NHS-specific flags will help ensure that patients always receive the vital information necessary for them to access NHS services they need, as quickly as possible and even in times of disruption.”Royal Mail is preparing for a major reform of its universal postal service. The company, which has been fined over missed delivery targets, is also weeks away from a £3.6 billion takeover by Czech billionaire Daniel Kretinsky.Emma Gilthorpe, Royal Mail’s chief executive, said: “We understand the vital importance of NHS letters to all our customers. We have put the needs of the NHS at the heart of our universal service reform proposals, ensuring we can deliver a range of service options for appointments and results sent by GPs surgeries, NHS bodies and hospitals across the country.“We have also been working with NHS providers and patient groups to ensure the timely delivery of identifiable medical letters and welcome the truly collaborative approach taken.”