South West London and St George’s Mental Health NHS Trust

What our client needed

South West London and St George’s Mental Health NHS Trust (SWLSTG NHS) provides mental health services across South West London. After three years of indirect support, the Trust moved to a direct relationship with us in late 2024 via the NHS SBS framework. 

They faced high DNA (Did Not Attend) rates, fragmented communication channels, and manual workflows that increased admin burden and delayed outreach. The Trust needed a more efficient, automated and sustainable way to manage patient communications, without compromising quality. 

What we gave them

To meet these challenges, we delivered a multichannel Hybrid Mail solution combining physical and digital communication into a single, intelligent platform. Print and digital services, including email integration and secure ‘self-serve’ letter access, enabled faster, more accessible communication while reducing cost-to-serve. 

The automated workflow minimised manual input and improved accuracy. NHS staff can now send correspondence directly from their desktops, with documents securely processed and delivered through the most efficient, patient-preferred channels - supporting a streamlined, digital-first approach. 

What we gave them

The solution has delivered tangible improvements in patient communication and operational performance. Faster, channel-preferred messaging has supported a reduction in DNA rates, particularly for near-term appointments. Automation tools such as Appointment Accelerator, Pack Logic, and Scan-to-CC have streamlined workflows, cut admin time, and reduced errors. 

Digital adoption now exceeds 40%, lowering print and postage costs while helping the Trust meet its carbon reduction targets. The platform’s self-serve MI dashboards offer real-time visibility of channel mix and performance, enabling data-led decisions and continuous service improvement. Overall, the Trust is now better equipped to deliver efficient, patient-focused communications.