For healthcare providers, clear communication isn’t optional — it affects attendance, compliance, outcomes and patient trust. Direct mail remains one of the most reliable ways to reach patients and carers, especially for time-sensitive or confidential information. Here’s how postal communications add value across appointment reminders, billing, patient education, service announcements and welcome kits — with practical tips for doing it well.
1. Appointments & screening reminders: reduce no-shows
A well-timed letter or postcard reminder is tangible and hard to ignore. Post can be scheduled to coincide with phone and SMS reminders, improving attendance for clinics and screening programmes. Use clear CTAs (QR codes or short PURLs) so patients can confirm or reschedule quickly. For critical results or urgent recall, tracked postage gives peace of mind that notices were dispatched.
2. Billing & financial correspondence: clarity and traceability
Printed invoices and statements feel official and are less likely to be missed or misfiled than an email. Physical bills can include payment slips, unique reference numbers and easy-to-follow payment steps. Combining a mailed statement with a PURL for online payments delivers convenience while retaining a paper record — useful for audit trails and reducing call-centre queries.
3. Patient education materials: trusted, accessible information
Complex clinical guidance or pre-procedure instructions are often better read on paper. Booklets, leaflets and multi-page packs let you present step-by-step advice, diagrams and contact details in a format patients can consult at home. Include a clear next step — a QR code to a video demonstration, or a PURL to download forms — to bridge print and digital resources.
4. Service & facility announcements: reach everyone
Local service changes, clinic openings or vaccination drives need broad reach. Door-drops and personalised letters ensure residents who aren’t online still receive important public-health messages. Use targeted neighbourhood drops for local clinics, and follow up with segment-specific letters for registered patients.
5. Welcome kits: set the right tone from day one
New patients or registrants value a physical welcome pack: practice information, maps, contact details and a simple guide to services. A tasteful pack increases perceived professionalism and reduces initial confusion, lowering inbound admin calls and improving first-contact outcomes.
Practical considerations — data, compliance & accessibility
Healthcare data is sensitive. Use encrypted transfers, documented lawful bases (consent or legitimate interest where appropriate) and DPIAs for high-risk mailings. Offer alternative formats (large print, translated inserts, braille) and provide clear contact options for those who need help. Maintain suppression checks and keep address files up to date to minimise returns.
Measure, integrate and iterate
Track responses with PURLs, QR codes, dedicated phone numbers or unique payment references. Combine mail with SMS and email for reminders and confirmations, and use pilots to test timing and format. Small A/B tests will show whether postcards, letters or packs deliver better attendance or quicker payments.
How Herald Chase can help
Working with a partner experienced in healthcare fulfilment ensures secure handling, compliant processes and reliable turnaround. If you’d like a practical review of your patient communications — from appointment reminders to welcome kits — book a free campaign review with our team at www.heraldchase.com
