One million letters saved and improved patient experience thanks to new automated system at Nottingham University Hospital | Latest news

A new automated letter delivery system at Nottingham University Hospitals NHS Trust is transforming how appointment, patient and GP letters are sent, helping patients receive information faster while delivering significant savings for the Trust. 

The new system has already prevented more than one million physical letters from needing to be sent and is predicted to save £200,000 over the first two years, as well as reducing our carbon footprint and improving patient experience.  

This project is part of a much wider scheme of improvements for patients as part of NUH’s People First Transformation Programme and is part of the rollout of the Nervecentre Electronic Patient Record (EPR) system across the Trust.  

The automated system aims to reduce delays, non-attendance and clinical variation - making it easier for patients to navigate care and manage appointments conveniently.  

The move to automated and digital letter delivery is already delivering clear benefits across the Trust, and is generating an estimated saving of around £200,000, with £100,000 delivered in 25/26 and a further £100,000 expected by 26/27 year end. 

The current digital read rate is around 70%, meaning that around one million outpatient appointment letters have been successfully delivered and viewed digitally since November 2025. As digital engagement continues to increase, the proportion of correspondence requiring postal distribution is expected to reduce further, delivering both environmental and financial benefits while improving the overall patient experience. 

Patients continue to have choice in how they receive information, and important clinical correspondence is now delivered more quickly and securely than ever before.  Patients who have opted into digital letters will receive their letters electronically.   

However, should digital letters not be read within seven days a printed copy will be automatically sent through the post as a failsafe ensuring that patients receive their letters. The new system automatically sends letters generated in the Nervecentre Patient Administration System (PAS) to Synertec, a third-party printing supplier, removing delays and reducing administrative time. 

Andy Callow, Chief Digital and Information Officer at NUH said: “This is a great example of technology quietly making a big difference.   

“Automating letter delivery has removed unnecessary steps for staff, improved reliability and gives patients more control over how they receive information.” 

GP letters are also now sent digitally wherever possible, allowing practices to receive correspondence quickly and securely.  As with letters to patients, if a GP practice is unable to receive letters digitally, or if the letter is not accessed within seven days, it will be automatically printed and posted to ensure continuity of care.  99% of GP letters are now delivered digitally. 

Mark Simmonds, Deputy Medical Director and Clinical Lead for EPR, said: “Clinicians want confidence that important letters are sent promptly and reliably.   

“This system does exactly that, while freeing up time that can be better spent on patient care.” 

The automated letter system also supports national NHS ambitions around digital transformation, efficiency and environmental sustainability as well at the Trust’s commitment to Net Zero. 

Emily Brookes, Net Zero Lead said: “Reducing the volume of paper going through the post room has had a real environmental and financial impact.  

“Cutting printing and postage supports our sustainability goals and has already delivered substantial savings for the Trust.  

“Using the Greener NHS emission factor (29g CO₂e per letter), this shift to digital communication has already avoided approximately 29 tCO₂e per year since November - the equivalent of taking 6 cars off the road, and further carbon reductions are expected as more specialties transition fully to digital first correspondence.