NHS England are running a new pilot scheme form December 2025 until the end of February 2026. Please see details below:

What will happen in the pilot

About 10,000 patients per month will be contacted through the digital-first route owned by NHS England.

We will ask these patients to confirm if they: 

As soon as the patient confirms their home address or that they have moved, their record will be updated. They will get an email confirmation of any changes they have made.

If a patient does not have the highest level of identity verification in the NHS App, they will need to call the NHS England Customer Contact Centre (CCC) to confirm their address.

How we are contacting patients

We will first contact patients through the NHS App, if they use it.

We will send them an email if the patient does not interact with the App message within 3 days.

We will send them a text message (SMS) if they do not interact with the email within 8 days.

If the patient does not respond to any of the previous communications within 28 days of getting the App message, we will send a letter to the address we hold for them.

If a patient cannot use the NHS App

The patient will need to call the CCC on:

0300 311 22 33

They can only use this option if their home address has not changed.