30/04/2020 | Press releases

Letters to Loved Ones launches at ESNEFT

Keeping in touch with loved ones in hospitals run by East Suffolk and North Essex NHS Foundation Trust (ESNEFT) is being made easier thanks to a new email and message service.

While visiting is restricted at the Trust, messages can now be sent to friends or relatives in hospital through the Letters to Loved Ones service – by either emailing or leaving a voicemail for the team to deliver. 

Nick Hulme is Chief Executive of ESNEFT.

He said: “We understand that it is really difficult to not be able to visit the people you care about while they are in hospital, particularly in these challenging times.

“That is why our staff are committed to making sure you can communicate with your loved ones on the wards, which we hope will bring comfort and reassurance at this time.

“Keeping in touch is so important, but this service is unable to provide updates about a patient’s treatment or any other detail of a person in our care to protect patient confidentiality.”

To send a message to a loved one, all you need to do is email letterstolovedones@esneft.nhs.uk.

Simply follow the instructions below:

1.    Start a new email

2.    Subject – Please write ‘Letters to Loved Ones’

3.    At the top of the message please put your loved one’s:

  • First name
  • Last name
  •  Date of birth
  • Which hospital they are in
  • The ward they are on (if you know it)

Without this information we are unable to guarantee the message will reach the recipient.

4.    Within your message, please be mindful of the information you share. Don’t disclose anything confidential or too personal. You may want to include a photograph too.

5.    Don’t forget to let your loved one know who you are

6.    Double check you have typed in the following email address correctly and press send to letterstolovedones@esneft.nhs.uk

7.    Do let us know if there are any special requirements for your message. For example, it will need to be read to the patient, it needs to be in large print, English is not the patient’s first language.

If you do not have access to email, don’t worry. You can leave a voicemail for a loved one by calling 07876 843039 and the message will be passed on.

The Letters to Loved Ones email service and telephone line will be monitored from 8am to 3pm, Monday to Sunday (excluding Bank Holidays).

You will be sent an acknowledgement email to say we have received your message and it will be passed on to your loved one within 24 hours.

ESNEFT’s Patient Experience and End of Life teams, with support from the Trust’s Butterfly Volunteers, are running the service.

They will not collect or share any personal data, including email addresses, or any other information contained within the body of an email other than for the purpose that it is intended.

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