This article explores how automation, particularly through platforms like Synertec’s Prism, is transforming communication workflows across the NHS, reducing errors, saving time, and significantly improving the patient experience
The modern NHS faces the constant challenge of delivering high-quality patient care while managing increasing volumes of clinical correspondence. From appointment letters and diagnostic reports to discharge summaries and referral communications, the ability to produce, manage and deliver accurate, timely information is essential to both operational efficiency and patient satisfaction.
In many NHS Trusts, the generation and distribution of clinical letters remain heavily reliant on manual processes. Staff often spend hours collating, printing, checking, and dispatching communications. Not only does this delay the delivery of essential information to patients and other clinicians, but it also increases the risk of human error—potentially compromising data security and the quality of care.
Furthermore, the pressure on administration teams is growing. Increased patient volumes, backlogs caused by the pandemic, and ongoing staffing shortages mean that clinical communications are at risk of becoming bottlenecks in the patient journey. It is clear that to improve efficiency, NHS Trusts must adopt smarter ways of managing correspondence.
As the pressure mounts to do more with less, automating clinical correspondence is no longer a luxury— it’s a necessity.
The case for automation
Automating clinical correspondence streamlines the end-to-end process, from document creation through to delivery. Using integrated platforms such as Synertec’s Prism, NHS Trusts can automate the generation, formatting, validation, and dispatch of letters directly from clinical systems. This not only reduces the need for manual handling but ensures communications are sent in a secure, timely and accessible manner.
The benefits of automation extend far beyond time savings:
- Consistency and accuracy: Automated systems minimise the risk of missed pages, incorrect formatting, or address errors.
- Compliance and auditability: Built-in checks and full audit trails help Trusts meet regulatory requirements for security and data protection.
- Multi-channel delivery: Automation supports both digital and physical delivery, enabling patients to receive communications through their preferred channel.
- Operational efficiency: Freeing staff from manual tasks allows resources to be redeployed to higher-value, patient- facing activities.
Synertec’s Prism case studies: Driving efficiency in the NHS
Synertec’s Prism platform is specifically designed to meet the demands of NHS Trusts. It integrates with existing systems and automates the process of clinical letter generation and delivery, ensuring communications are secure, efficient and compliant.
A standout example is East Cheshire NHS Trust, which implemented Prism to address challenges in managing high volumes of patient letters. Prior to automation, the Trust’s administrative team was responsible for manually processing, printing, and posting correspondence. This labour-intensive approach led to delays, inconsistencies, and unnecessary pressure on the workforce.
With Prism in place, East Cheshire NHS Trust experienced significant improvements in efficiency and accuracy. Letters are now automatically generated and routed for secure delivery, and the administrative workload has been dramatically reduced. As a result, patients receive timely and accurate communications, enhancing their overall experience.
Another example is Newcastle upon Tyne Hospitals NHS Foundation Trust.
They faced issues with letter reconciliation—where inconsistencies between what had been generated and what had been posted created serious operational and audit concerns. Synertec developed a bespoke automated audit and reconciliation process to match printed and posted outputs with patient records.
This not only resolved compliance challenges but also improved visibility and control over the communication process. Trust staff can now monitor every stage of letter production and delivery, enabling faster resolution of issues and improved patient communications.
Improving the patient experience
Patients are increasingly expecting clarity, consistency, and personalisation in their interactions with the NHS. Delayed or incorrect letters can lead to confusion, missed appointments, and dissatisfaction. Automation ensures that correspondence is issued promptly and in the correct format—whether digital or physical—helping to reduce Did Not Attend (DNA) rates and improve outcomes.
Software like Prism also supports accessibility standards, ensuring that communications can be delivered in formats suitable for patients with additional needs, such as large print or dyslexia-friendly colour schemes.
By embedding accessibility into the core of correspondence processes, Trusts can meet their obligations under the Accessible Information Standard and deliver more equitable care.
Future outlook: Digital by design
As NHS Trusts strive towards the long-term goals of digital transformation and integrated care systems, automating clinical correspondence represents a vital early step. Not only does it free up valuable staff time,
but it creates the foundations for a fully joined-up digital communication strategy across primary, secondary, and community care.
With a growing emphasis on patient experience, data security, and operational efficiency, forward-thinking Trusts are investing in automation platforms that can adapt and scale to future demands. By choosing partners like Synertec, NHS organisations can benefit from proven expertise, sector- specific solutions, and a strong track record in compliance and security.
The NHS cannot afford to let outdated communication processes stand in the way of patient care. Automating clinical correspondence through platforms like Synertec’s Prism provides a practical, impactful way to improve accuracy, reduce administrative workload, and deliver a better experience for both patients and staff.
As demonstrated by East Cheshire and Newcastle NHS Trusts, the path to improved communication is clear: embrace automation, empower your teams, and elevate your service. With the right tools and the right partner, NHS Trusts can transform their communications—securing operational efficiency today and building resilience for tomorrow.
This work is licensed under Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International.
