In early 2023, the senior staff at High Mill Medical Practice were seeking a reliable communication solution to streamline their operations and day-to-day workflows. With a growing patient base and expanding team of GP partners, clinicians, and nursing staff, the primary Practice Manager was interested in finding an alternative to their manual methods.
Alongside growing responsibilities, the GP surgery faced an increased strain on their communication output in the wake of the pandemic, with patient numbers increasing rapidly. This surge in patients placed additional pressure on the administrative and nursing staff, requiring the practice to adapt to meet new demands.
Recognising the need for a more efficient and scalable way to oversee outgoing patient communications, the search began for a streamlined mailing solution - one that would simplify the process of delivering personalised and time-sensitive documents without adding to the administrative burden.
With 75% of UK medical practices having used Docmail for secure patient communications, it was quickly identified as a leading hybrid mail option. Secure, fast, and cost-effective, Docmail boasts a simple online process for producing, managing, and sending postal communications, and as an NHS toolkit-approved service, has received the stamp of approval from other leading healthcare providers.
Since introducing Docmail, the practice has primarily relied on the handy Print Driver extension, a simple yet powerful tool that has revolutionised the way they send mail. Acting as a virtual printer, the software allows documents to be sent directly from any PC or laptop to Docmail’s secure print and mailing facility - removing the need for manual printing, folding, stuffing, and franking. The print driver also integrates with clinical systems seamlessly, as it was built with medical practices in mind.
Previously, the practice relied on a franking machine, which, while functional, required staff to physically prepare and post mail - adding unnecessary time and effort to their workload. The two-tier contract for both the machine and its maintenance also proved costly.
It was explained at an early stage that the Practice Manager would initially be the main user of Docmail, utilising the system to recall chronic disease patients, including those with diabetes and asthma, as well as for ad-hoc patient communications. For these reasons, a training session was booked in to help familiarise her with the system itself.
Having introduced Docmail into the communication mix, High Mill Medical Practice were able to simplify their existing patient outreach processes. Communications always begin with a text message, which is the practice’s primary method of contacting patients.
Messages are sent directly through their clinical system to those who have consented to SMS communications. For patients who have not opted in to receive text messages, a physical letter is sent via Docmail instead.
Feedback has suggested that many patients, particularly older individuals, prefer the tangibility of a letter and find it a more trustworthy method of receiving medical communications.
With most patient letters following the same format, the transition to Docmail has been seamless, significantly reducing the need for manual printing and posting. Now, a few clicks send documents directly to the secure CFH factory for printing and mailing, removing these time-consuming steps.
Beyond convenience, the support from the Docmail team has also been a key benefit. On the rare occasions that assistance has been needed - mainly around address formatting issues - the reliable support team have been readily available and highly effective in providing solutions.
Since adopting Docmail, High Mill Medical Practice have seen significant improvements in their mailing processes. Initially, the transition felt daunting, but as the primary user, the Practice Manager quickly became comfortable with the system, finding it intuitive and easy to use.
Encouraged by its success, the practice is now planning a full rollout of Docmail, expanding its use to multiple internal users. This will allow more team members to benefit from the system’s efficiency, further streamlining patient communications across the practice.
One of the key advantages of hybrid mail has been the ability to deliver more detailed and trusted communications. While SMS remains a quick and convenient option, letters offer greater depth and are more widely trusted by patients, particularly when relaying important medical information. As the practice introduces a new appointment system, Docmail will become an integral part of this transition.
Looking ahead, the practice acknowledges that healthcare services will continue to evolve. Changes to Community Treatment and Care (CTAC) services may increase patient contact requirements, making efficient, scalable communication tools even more critical.
With Docmail now embedded in their workflow, High Mill Medical Practice are well-positioned to handle future changes with greater efficiency, confidence, and control over their patient communications.
As we no longer need to print letters and stuff envelopes, it saves us valuable time. It’s easy to set up, simple to use, and the customer service team are very helpful and easy to get hold of
Practice Manager,
High Mill Medical Practice
