Susan shared with us via our #ConfusingComms campaign that she was sent a letter from the NHS to register to receive digital communications. The letter had no website URL, only a QR code.
A QR code on the ‘switch to digital’ attachment to the letter was not very helpful. I managed to get a neighbour to use her smart phone to enter in all my details.
Why, why, why not give an internet address to do this? Not everyone has a smart phone. I did want to register for digital communications and felt angry that email/website facilities were not given.
Susan's fustration could easily have been avoided if the letter had contained a URL address, rather than relying on patients being able to use QR codes. We have used Susan's feedback to highlight to local NHS services how they can improve their communications going out to patients.
Have you had a similar experience to Susan?
You don't have to share your physical letter, email or text if you don't want to, we just want to know how it made you feel to read. What could have been improved? Was there any information missing?