In an increasingly digital NHS, communication plays a central role in how care is delivered, documented, and experienced. Whether it’s a patient appointment letter, a clinical discharge summary, or an urgent email update between departments, the accuracy, security, and accessibility of information can significantly impact patient outcomes and operational effectiveness.
As NHS Trusts continue to embrace digital transformation, the need to prioritise regulatory compliance and information security in communications has never been more critical
For senior NHS leaders—particularly those in IT, governance, and compliance—the challenge is to ensure that all forms of patient communication, whether digital or physical, meet stringent legal and ethical standards. This article explores the key regulatory requirements shaping NHS communications, the risks of non-compliance, and how Synertec is supporting Trusts to deliver secure, accessible, and fully compliant communications at scale.
Regulatory pressures: Compliance in NHS communications
The NHS operates under a complex framework of compliance regulations governing the processing, storage, and dissemination of patient information. Key among these are:
- UK GDPR and the Data Protection Act 2018:
- Patient information is classified as special category data, requiring the highest levels of protection. Trusts must ensure all communications adhere to principles of data minimisation, accuracy, purpose limitation, and secure processing.
- NHS Digital’s Data Security and Protection Toolkit (DSPT):
- All organisations accessing NHS patient data and systems must complete an annual DSPT self-assessment to demonstrate adherence to data security standards.
- ISO/IEC 27001:
- While not mandatory, many Trusts and suppliers pursue this standard to demonstrate robust information security management practices.
- Records Management Code of Practice for Health and Social Care 2021:
- This code provides guidance on creating, retaining, and archiving patient correspondence and clinical information.
- Accessible Information Standard (AIS):
- NHS providers must ensure communications are accessible to all patients, particularly those with sensory or cognitive impairments.
Failure to comply with these frameworks can have serious consequences—ranging from fines and reputational damage to patient safety incidents and loss of public trust.
Security measures: Safeguarding NHS communications
Beyond compliance, NHS Trusts are expected to take proactive measures to secure both physical and digital communications. This includes:
- End-to-End Encryption:
- Ensuring digital messages and files remain secure throughout the communication journey.
- Secure Print and Mail Management:
- Guaranteeing that printed correspondence is produced and distributed without unauthorised access or data leakage.
- Audit Trails and Monitoring:
- Maintaining detailed logs of who accessed or processed patient communications, supporting accountability.
- Access Controls and Role-Based Permissions:
- Preventing unauthorised individuals from viewing sensitive information.
Cybersecurity is a rising concern in the NHS, with ransomware attacks and data breaches becoming increasingly sophisticated. Trusts must maintain resilience by adopting updated security protocols and working with certified communication providers who understand NHS-specific risks.
Accessibility: More than a legal obligation
The Accessible Information Standard (AIS) requires NHS organisations to identify and meet the communication needs of individuals with disabilities. This includes offering:
- Alternative formats such as large print, braille, and easy read documents
- Colour-coded paper for dyslexia-friendly print
- Text relay and audio options for visually impaired patients
Non-compliance with AIS not only breaches patient rights but also creates barriers to equitable care. It can lead to confusion, missed appointments, and even clinical errors. Ensuring accessibility must therefore be embedded in the communications lifecycle—from document creation to delivery.
Mitigating risks in NHS communications
- To mitigate regulatory and security risks, NHS Trusts must take a strategic, system-wide approach to communications. Best practices include:
- Conducting regular audits of all communication workflows
- Integrating compliance and accessibility checks into communication templates and systems
- Choosing suppliers who are fully accredited and experienced in NHS standards
- Automating communications to reduce manual error and standardise outputs
- Educating staff on the importance of secure, compliant communication handling
Proactive governance is key. NHS leaders must ensure their Trust is prepared not just for routine inspections, but for the inevitable shift toward more complex digital infrastructures and higher public expectations.
Synertec’s commitment to compliance and secure communications
Synertec is a trusted partner to the NHS, specialising in secure, automated communication solutions that support compliance, reduce risk, and improve patient engagement. With more than 15 years of experience working with NHS Trusts, Synertec delivers both physical and digital communications at scale—without compromising on compliance.
Synertec’s credentials include:
- ISO 27001 certified for Information Security Management
- Cyber Essentials Plus accredited for protection against cyber threats
- ISO 9001 certified for Quality Management
- ISO 14001 certified for Environmental Management
- Full participation in the Data Security and Protection Toolkit (DSPT)
Whether producing high-volume physical letters or enabling digital transformation through the Prism cloud-based platform, Synertec builds security, compliance, and accessibility into every stage of the communication process. This includes end-to-end encryption, fully auditable workflows, and support for AIS-compliant formats.
Looking ahead: Evolving regulatory expectations
NHS Trusts must prepare for a more tightly regulated, digitally complex future. Current areas of focus include:
- The NHS Federated Data Platform:
- A move toward joined-up data infrastructure will place greater emphasis on interoperability and secure sharing across systems.
- Patient engagement standards:
- As the NHS seeks to personalise care, Trusts will need to ensure that all patient communications align with digital accessibility and user experience guidelines.
- Integrated Care Systems (ICSs):
- As ICSs take greater responsibility for regional care delivery, consistency in compliant communications across organisations will be essential.
Synertec stands ready to support NHS Trusts in adapting to these changes—providing the tools, frameworks, and partnerships required to manage sensitive communications in a secure, compliant, and patient- centred way.
Conclusion
Secure and compliant communication is no longer a ‘nice to have’—it is a strategic necessity in the NHS’s journey toward safer, more connected care. For compliance leaders and IT specialists, the task is clear: ensure that all patient communications meet the highest standards for security, accessibility, and regulatory alignment.
With Synertec as a trusted partner, NHS Trusts can confidently embrace digital transformation while safeguarding the rights, data, and dignity of every patient they serve.
