There is no requirement to us SMS/Texting from Practice Toolkit. This can be controlled from the Settings/Messaging page.
Costs
Just like sending an SMS (text message) from your phone, SMS carriers break messages into 'segments'.
One SMS segment is 160 characters. You can write messages longer, and they'll be received as one message. The 'segment' just controls how it's billed to us and to you up to a maximum of 612 characters.
Up to 160 characters = 1 segment
Up to 306 characters = 2 segments
Up to 459 characters = 3 segments
Up to 612 characters = 4 segments
Up to 31st March 26 we charge 0.0225p per segment (equivalent to the discounted rate for Accurx, but without the set-up charges).
Carriers have increased their pricing from 1st April 2026 so charges will change to 0.0252p per segment
Failures
SMS attempts which fail (generally due to an incorrect or out of use number). Will be highlighted in the Monthly Overview page and 'Messages' page.
We would recommend communicating in an alternative way to confirm if the mobile number is still in use and accurately recorded in EMIS.
Consent
Some patients may have 'Opted-Out' from SMS usage. These patients will not have their details imported into Practice Toolkit (but will show they have opted out of this message approach (see the crossed out mobile icon) or filter to view these patients in the Monthly Overview) and so you'll be unable to send SMS to them.
If you attempt to include this patient in a bulk SMS or export it will be be highlighted as unable to send SMS.
It is the Practices' responsibility to ensure this opt-out list is up to date with patient requests. All SMS from Practice Toolkit are one-way only and cannot be replied to.
Billing
SMS/Text costs will be invoiced monthly at the end of each month covering anything used in that month.
Export instead
We actively encourage you to use our exporting facility to download a list of patients to invite to import and send via Accurx, Engage, iPlato or Hero Health. This has no charges from Practice Toolkit and messages sent will be via those services not ours.