Concerns were raised after residents spent weeks waiting for post, including important hospital lettersNaomi Greenaway, LDR and Mel King Content Editor
07:00, 09 Nov 2026
Southend Hospital(Image: Google)
Southend councillors fear patients could lose their places on NHS waiting lists if crucial hospital letters are delayed in the post. Concerns were raised at Tuesday’s health scrutiny committee after councillors heard reports of residents waiting weeks for post, including hospital appointment letters.
Southend Hospital bosses stressed safeguards are in place before anyone is removed from a waiting list and said patients who make contact after a deadline has passed would not simply be returned to the back of the queue. Under the trust’s process, staff make two attempts to contact a patient by telephone before sending a letter giving them two weeks to respond.
Committee chairman Jack Warren questioned whether postal delays could mean patients receive that letter after some or all of the deadline has already passed. He asked how the trust accounted for delays and what would happen if, for example, a letter arrived four weeks late.
Fiona Ryan, chief executive of Southend Hospital, said: “If a patient contacts us after that time has passed we will absolutely work with them to get them reinstated onto the correct pathway.” She added: “We wouldn’t put people back to the start of the waiting list. There’s a clinical review of that patient and process to follow.
“I’ve not seen any incidents or concerns raised about patients waiting four weeks for these contact letters to arrive. Whilst we do have issues with Royal Mail they’re measured in days rather than weeks for some of our more urgent appointments.”
Ms Ryan said the trust takes “reasonable steps” before removing a patient, including attempting telephone contact, checking other available contact details and sending a letter. Patients are removed only if those attempts are unsuccessful and their GP has been informed.
Royal Mail said its performance in Southend had improved in recent months. A spokesman said: “We know how important it is that our customers receive their mail when expected, particularly important items like hospital letters.
“Our latest figures show that 87.6 per cent of First-Class mail in Southend is delivered the next working day, up from 71 per cent in the last quarter. We know there is more to do and are continuing to make changes across our network to provide customers with a more reliable and consistent service.”
Royal Mail said increasing numbers of bulk senders, including NHS trusts, banks and utility companies, were using slower services. It said 48 per cent of letters were sent through its Access Economy service in 2026, compared with six per cent in 2021/22, with the service aiming for delivery within five working days.
Royal Mail also said it worked with NHS providers and patient groups last year to introduce a free NHS barcode designed to help prioritise urgent healthcare letters during disruption.