FOI/2025/26/247

Request

How many letters in total were sent by the Trust between 1^st October 2024 - 30th September 2025?

 

Of those, how many and what percentage were:

 

a) Posted locally (i.e. franked and sent out by the post room):

b) Sent via hybrid mail (i.e. posted by your hybrid mail supplier):

 

c) Sent digitally (i.e. published and read by the recipient via the NHS app):

 

Central London Community Healthcare NHS Trust does not have a central post room with visibility of all Trust postal operations.

 

Of those letters posted locally or sent via hybrid mail between 1st October 2024 - 30th September 2025, how many were sent 1st class? N/A 

Of those letters posted locally or sent via hybrid mail between 1st October 2024 - 30th September 2025, how many were sent via 2nd class? N/A

 

If you use a hybrid mail service:

As of September 2025, who is your hybrid mail provider? Synertec

Which frameworks do you use to tender for hybrid mail?

Lot 9 of the patient/citizen communication and engagement Solutions (SBS10175) framework)

What date was the agreement signed? October 2023

When does the contract expire? 15-Dec-2033 to 15-Dec-2025

 

If you use a patient portal for some or all of your patient communications:

As of September 2025, who is your patient portal or NHS app supplier:

DrDoctor

 

What month and year did your patient portal or NHS app go live for online communications:

05  /  2025 (for appointment notifications only)

 

Month  /  Year

As of September 2025, what is the total number of patients registered to receive online communications via your patient portal or NHS app:

730,976  currently registered to receive online communication, patients can also use the NHS App or  email to communicate.

 

 

What percentage of letters submitted to your hybrid mail provider were first passed into the NHS app (i.e. the letter was not read in the app by the intended recipient): 0%

 

Does your hybrid mail supplier charge you for passing letters into your NHS app:

No

What were the total number of letters sent and read by patients via your patient portal or NHS app between 1^st October 2024 - 30^th September 2025 (i.e. read online):

5,482 letters sent to PRISM, 1435 were uploaded to DrDoctor and 1324 patients received notifications. 747 letters were read by patients which is a 56% read rate.Zero via NHS app.

 

As of 2025, who manages digital transformation initiatives?

Name: Ben Oxford, Digital Transformation Programme Manager

Phone:

Email Address: ben.oxford@nhs.net

 

As of 2025, who is your print room manager / manager of mailing operations?

Name:

Phone:

Email Address:

See Question 1, CLCH does not have a designated print room manager.

As of 2025, who manages procurement for print and post solutions?

Name: NWL procurement services  

Phone:

Email Address: thh.manageandenable@nhs.net