Civica SmartMail Implementation for Breast Screening

This case study outlines the implementation of Civica SmartMail at the Royal Free London NHS Foundation Trust (RFL) to enhance breast screening appointment communications. RFL, a major provider of cancer care in the UK, faced challenges with missed appointments, which accounted for significant financial losses across the NHS. The previous communication system was prone to errors and inefficiencies, prompting the need for a more effective solution. Civica SmartMail was selected for its digital, cloud-based capabilities, allowing for seamless integration with existing patient administration systems. The implementation process was completed in four weeks, including training for staff. Key features of SmartMail include flexible communication options, accurate tracking of letter delivery, and user-friendly tools for staff to manage communications efficiently. The adoption of SmartMail aims to improve appointment attendance and ultimately enhance patient outcomes by reducing missed appointments and improving the overall communication process.