Case Number 4575
Request Date 20/01/2016
Completion Date 18/04/2016 

 

Details of the Request

Please provide details of the system or process which is currently used by the Trust to communicate with patients by letter, and the organisation or individuals responsible for implementing and maintaining this service.

  • Does the Trust use the services of an external provider for patient and non-patient letters?
  • Please provide details of the Trust’s current Letter printing service supplier/system
  • Please confirm if you use Hybrid mail and what type? Hybrid? Bulk and Desktop? Bulk only?
  • What are the Trust’s annual costs for the printing and postage of patient letters?
  • Please provide monthly volumes and values for the number of patient letters sent?

 

Does the Trust use an external printing service for either patient or non-patient letters?

If it does:

  • When was this service implemented and the specialties included?
  • Please provide specific details of any aims or targets which were established at the outset and whether these have been achieved?
  • Please give an indication of the costs associated with the service, including initial implementation costs and support costs?
  • How many NHS staff are responsible for the implementing and supporting of this service and what is their role within the Trust?

 

Please provide details of your current letter supplier:

  • Supplier name
  • Date contract began and contract end date
  • Contract review date
  • Cost of contract to date and annual spend
  • Cost of set up
  • Cost of support
  • Fulfilment
  • Postage – First class? Second class?

 

Please provide details of the process which was followed to procure an external print service?

 

Please provide details of the channels used to publish the notification of procurement, for an external print service?

 

If no external letter supplier/service is used:

  • What are the Trust’s costs for the service and support of printing?
  • Have you previously considered using outsourced letter printing services, and if so, please provide details of why you chose not to.

 

Details of the Response

1. Does the Trust use the services of an external provider for patient and non-patient letters?

Yes

 

2. Please provide details of the Trust’s current Letter printing service supplier/system

Synertec Ltd, 2, Chelston Business Park, Castle Rd, Wellington, TA21 9JQ

 

3. Please confirm if you use Hybrid mail and what type?

  • Hybrid? Yes
  • Bulk and Desktop? Yes
  • Bulk only? n/a

 

4. What are the Trust’s annual costs for the printing and postage of patient letters?

Synertec charges for the 2015 calendar year were £248,440.72.

 

5. Please provide monthly volumes and values for the number of patient letters sent?

Data sent to the requester.

 

6. Does the Trust use an external printing service for either patient or non-patient letters?

YES

 

If it does:

a. When was this service implemented and the specialties included?

2012 – Outpatients Appointment Centre, Radiology, Clinical Measurement, Ophthalmology, Urology, Upper GI, Gastroenterology, Haematology, Paediatrics, ENT, Breast, Colorectal, Bariatrics, Pain Services, Maxfacs, Obs and Gynae, Orthopaedics, cardiology, Respiratory, CoE, Neurology, Dermatology, Diabetes/Endocrine, Renal, Rheumatology

 

b. Please provide specific details of any aims or targets which were established at the outset and whether these have been achieved?

  • Improved efficiency in Clinical Offices – achieved
  • Improved patient experience – achieved
  • Improved quality of letters sent – achieved
  • Reduced stationery costs – cost neutral as charges for consumable items remain consistent internally or externally

 

c. Please give an indication of the costs associated with the service, including initial implementation costs and support costs?

£250k per annum

 

d. How many NHS staff are responsible for the implementing and supporting of this service and what is their role within the Trust?

Relevant service managers and clinical office team leads, project management support from the Trust PMO during the planning and implementation phases. Now established as BAU, so no additional resource now allocated.

 

e. Please provide details of your current letter supplier:

Supplier name Synertec Ltd
Date contract began and contract end date: Response: Ongoing
Postage – First class? Second class? Both, as required

 

f. Please provide details of the process which was followed to procure an external print service?

NHS Commercial Solutions Framework

 

g. Please provide details of the channels used to publish the notification of procurement, for an external print service?

NHS Commercial Solutions Framework