Clinical Correspondence Management

We provide a sequence of well tested process improvement interventions to deliver lasting beneficial change.


‘The Medical Centre’ was a large Practice based in London with a growing population of around 13,100, increasing at an average rate of 400 new patients per annum. A recent capacity plan drafted by the CCG highlighted that the population would increase significantly (17%) over the next 15 years due to redevelopment in the area.

The Practice faced the challenge of a higher than average elderly population and a growing number of young families with a diverse ethnic background.


The Situation

  • GPs would be looking at over 70 items of correspondence a day, effectively flooding out the important and the urgent.
  • Administrative staff would be opening and work-flowing significant correspondence each day (amounting to more than 3 hours per day).
  • Patient complaints were increasing, creating additional pressures on the administrative and reception
  • Hospitals would often send duplicate letters which were not always easy to identify, leading to task duplication.

The Solution

Xytal organised a session with the people directly impacted by the issue, we aimed to:

  • Clarify the issues around the problem, identifying frustrations and the things they were doing well.
  • Unpick their current process, identifying waste and duplication.
  • Redesign the workflow process for each type of correspondence.
  • Develop an implemented plan.
  • Re-audit on a weekly basis.


Our baseline audit showed that 42% of the letters coming into the practice did not need to be seen by the GP, allowing them to focus on important patient correspondence and spend more time in surgery. Due to new process efficiencies the need for a HCA was removed, saving the Practice around £20,000. Around 264 hours per year have been saved, improving the moral of the clinical team.

Graphic 42% of the letters did not need to be seen by the GP
Graphic Saving 264 hours per year
What our clients say
  • "Always good to share ideas and experiences of others in areas we are looking to improve."
  • "Fantastic to learn from listening to other processes from other practices."
  • "A great project to take part in and achieved very positive results."