Case Study: Queen Elizabeth Hospital King’s Lynn achieves faster GP communication, improved compliance and higher productivity with BigHand

BigHand’s Advanced Workflow Improves Compliance, Communication and Morale for Queen Elizabeth Hospital King's Lynn

Queen Elizabeth Hospital King's Lynn was struggling with an analogue dictation process across a 140-strong medical secretarial team that produced around 500,000 letters a year, resulting in delays, lost tapes, extra admin for GPs and risk of CCG non‑compliance. To modernise communications and support its digital strategy, the Trust trialled BigHand’s Workflow Solution with Clinical Correspondence (an eight-week pilot) to evaluate digital dictation and a transformed secretarial process.

Following the successful trial, the Trust implemented a trust‑wide roll-out of BigHand Workflow with Clinical Correspondence (completed within six months), enabling clinicians to dictate remotely, set priorities and send files through a central workflow for transcription and electronic export. BigHand’s solution delivered same‑day urgent letters and all others within 48 hours, increased secretary productivity (an estimated 25 more transcriptions per day), improved compliance and morale, reduced costs and allowed flexible, remote working and workload allocation across the secretariat.

Queen Elizabeth Hospital King's Lynn

Mark Parris

Account Manager