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University Hospitals Bristol NHS Foundation Trust, rated as requires improvement in December 2014, achieved an outstanding rating in March 2017.
This project to improve the quality of its correspondence was introduced in response to complaints from patients. Patients had missed appointments because letters were confusing and unclear.
They held a ‘Letter Champions Week’. Volunteers interviewed patients in outpatient clinics to find out how the letters could be improved. Feedback informed a new set of quality standards for letters. This was applied to all existing letter templates in the trust’s patient administration system.