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Copying Letters to Patients Learning Resource
This resource has been developed with contributions from over 60 NHS organisations. It presents their experiences of implementing Copying Letters to Patients. Its is structured around four critical success factors which have been identified by contributors: Organisational Ownership & Momentum; Resources, Systems & Capacity; Clinical Engagement; and, the Approach to Implementation. Gateway reference 6041.
Copying Letters to Patients Learning Resource themes
Three common themes emerge across all four success factors; communication & information, keeping it simple and demonstrating & emphasising the benefits.
Approach to implementation
The learning resource offers advice on the principles, policies and support structures needed as part of the approach for implementing 'copying letters to patients'. This includes simple, flexible systems that are patient centred and build on existing systems to provide clear direction, principles and practical guidelines.
Organisational momentum
Organisations identify communication as the biggest factor in gaining ownership and momentum. The learning resource emphasises the importance of listening to, and communicating with, staff and patients on an ongoing basis. This includes personal contact from the Copying Letters lead/champion, peer support through various existing staff forums, communicating with professional committees. Sharing good practice and board level support is also highlighted.
Resources, Systems and Capacity
The learning resource suggests a number of approaches around this factor. Firstly, simple, common sense, flexible approach into existing practice as the most effective way to minimise workload implications for clinicians. Appropriate ongoing communication and information also emerged as a way to emphasise that the change and resources required for implementation are modest if a flexible approach was taken towards implementation. Finally, information and communication to patients is emphasised particularly in terms of encouraging patients to let clinicians know upfront if they wanted a copy letter to save time and resources in the long term.
Clinical engagement
The learning resource details the experience of engaging clinicians in implementing 'Copying Letters to patients'. Organisations describe effective ways to engage clinicians, for example: having a simple, common sense, flexible approach with clear directions and practical guidance allowing for variations in local practice; the need to demonstrate and emphasise the benefits of Copying Letters to patients; and the need for good communication skills particularly in engaging with patients and their relatives.
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