3.2m+ letters processed
Across over 30 departments and specialties
£430k+ postal discounts
Delivered over the last three years of contract
94% appointment correspondence
Processed through Prism
East Suffolk and North Essex NHS Foundation Trust
East Suffolk and North Essex NHS Foundation Trust needed a more automated way to process appointment and clinical correspondence across multiple systems. Restore Information Management’s Prism solution helped integrate patient communications from Lorenzo, Careflow and Evolve, reducing administrative workload and supporting accessible communication formats.
Executive summary
- Restore Information Management has worked with East Suffolk and North Essex NHS Foundation Trust for over 20 years, with Prism installed across multiple sites.
- Prism accepts data from host systems including Lorenzo, Careflow and Evolve to process appointment and clinical letters.
- The solution applies agreed rules to send multiple versions of letters to patients, GPs, consultants and other healthcare professionals where needed.
- Over the last three years of contract, more than 3.2 million letters were processed and dispatched across over 30 departments and specialties.
- The automated process reduced admin workload, supported accessible formats and helped eliminate manual handling.
East Suffolk and North Essex NHS Foundation Trust, connecting patient communications at scale
East Suffolk and North Essex NHS Foundation Trust needed to manage a high volume of appointment and clinical correspondence across multiple systems and sites.
Before working with Restore Information Management, the printing and posting of letters was heavily manual, with administrative support teams printing, folding, inserting and posting letters.
The challenge: manual correspondence was taking up valuable admin time
East Suffolk and North Essex NHS Foundation Trust’s previous approach required admin teams to print clinic letters, fold them, place them in envelopes and send them out manually.
This manual process created a significant administrative burden and limited the time staff could spend on more productive activity.
The solution: Restore Prism integrated with clinical and patient administration systems
Restore Information Management installed Prism on East Suffolk and North Essex NHS Foundation Trust’s local server and configured it to automate correspondence processing according to the Trust’s requirements.
Restore Prism captures data from Lorenzo and Careflow for appointment letters and from Evolve for clinical correspondence, then applies agreed rules to send letters in the required format.
Accessible formats supported by the process include braille, large font, ClearRead, EasyRead and MP3 audio files.
The results: millions of letters processed, lower costs and freed-up staff time
Over the last three years of contract, Restore Information Management processed and dispatched more than 3.2 million letters across more than 30 departments and specialties for the Trust.
The partnership provided East Suffolk and North Essex NHS Foundation Trust with more than £430,000 in postal discounts and enabled the trust to process 94% of all appointment correspondence through Restore Prism.
The work freed up time for the administrative team, enabling them to spend more time booking appointments and supporting secretarial teams.
The story in numbers:
- 20+ years working with East Suffolk and North Essex NHS Foundation Trust
- 3.2m+ letters processed and dispatched over the last three years of contract
- 30+ departments and specialties supported
- £430,000+ in postal discounts provided
- 94% of appointment correspondence processed through Restore Prism
- Accessible formats include braille, large font, ClearRead, EasyRead and MP3 audio files
Connecting patient communications
Patient communications need to be accurate, timely and accessible, especially when correspondence is generated across multiple systems.
Just like East Suffolk and North Essex NHS Foundation Trust, your organisation can use automation to reduce manual processing, improve consistency and support accessible communication requirements.
If patient correspondence is creating admin pressure, get in touch. We’ll help you explore a more connected way forward.
Note: Restore Information Management acquired the document management and outbound communications business of Synertec Ltd, the organisation that carried out this project at the time the case study was written.
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