Project to copy outpatient letters to patients

The Interface Group identified that there was no consistent policy across NHS Highland regarding circulating outpatient clinic letters to patients, leading to wide variation in implementation across specialities. 

Although there are many recognised benefits of copying outpatient clinic letters to patients, several practical risks were raised. These included the administrative cost of issuing letters, incorrect address information, the sensitive nature of some clinical content and a degree of clinician resistance.

To work through these recognised issues and find a productive way forward, the Interface Group established a task-and-finish group to review current practice and identify opportunities for improvement. The group consists of primary and secondary care, mental health, eHealth, admin and finance, and key specialities. This group are mapping current practice and process to identify how letters are currently produced and shared. 

The group will assess the feasibility of introducing a more consistent approach across NHS Highland and will consider how any changes could support a wider quality improvement initiative. This work will ensure communication with patients is clear and safe, while also supporting a more consistent approach across the system.

For more information on this case study, please contact scotland.interface@rcgp.org.uk