The Brief
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.
The Solution
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.