Case Study: University College London Hospitals achieves automated, secure and scalable patient communications with Atos Hybrid Mail Service

University College London Hospitals Hybrid mail solution gives hospital a more intelligent paper trail

University College London Hospitals (UCLH) is a large NHS trust that sends more than one million appointment and clinical outcome letters each year. Although letter creation had moved into Epic’s electronic health record, UCLH faced time-consuming manual steps — printing, collating, enveloping and franked mailing — that limited efficiency and remote working. Atos, working with Xerox, proposed and deployed the Atos Xerox Hybrid Mail Service to automate offsite printing and secure mailing.

Atos integrated the Hybrid Mail Service with UCLH’s EHRS so staff simply send letters electronically to UK-based Xerox mail centres for secure, ISO 27001–compliant printing, enveloping and franking. A pilot of 35 users scaled to several thousand within a month during the pandemic, eliminating manual handling, enabling staff to work from home, reducing waste (incorrect letters can be deleted before printing) and improving tracking — with an average of 36 rejections out of 4,000 letters mailed daily — demonstrating clear productivity and patient-communication benefits delivered by Atos.

University College London Hospitals

Stefan McLaren

Senior Project Manager