The challenge

UCLH sends over one million appointment and clinical outcome letters to patients each year. Letter creation has already been moved to a modern electronic health record system (EHRS) from Epic, but the Trust wanted to take steps to make printing and mailing faster, easier and more cost effective.

Through automation and offsite handling, UCLH aimed to eliminate several time-consuming manual processes for clinicians, patient booking teams and other staff.

The solution

Atos and UCLH chose the Xerox® Hybrid Mail Service to address these challenges. Together, they set up a pilot for 35 users from a UCLH patient booking team.

Instead of printing letters in-house, they were sent electronically to a Xerox facility. There, the letters were securely printed, placed in envelopes and franked for collection.

When COVID-19 lockdowns occurred, UCLH was able to quickly scale-up the service for its entire organization.

Business benefit

The solution has paid off in numerous ways. Because it is integrated with EHRs, staff can easily print remotely without additional training.

Efficiency has increased with automated printing and mailing, and automatic “undeliverable” notifications have improved quality. It has reduced waste and increased flexibility, enabling staff to review letters anywhere and catch errors prior to printing.

Most importantly, UCLH has advanced its digital agenda while providing a great patient experience.