A Team-Based Approach to Document Processing at Greensand Practice

At Greensand Practice (25,000 patients), BetterLetter has become an essential part of the workflow for handling incoming clinical correspondence. The team now regularly processes between 250 and 500 letters per day, with staff sharing clinical coding responsibilities to collectively deliver the equivalent of one full-time role, focused on six hours of concentrated coding each day.

Many Hands Make Light Work

Rather than assigning one person to handle all incoming documents, Greensand splits the workload across several trained staff. This rotation ensures that no single person is overwhelmed, allowing the team to work in focused, efficient blocks of time.

Aini, the Digital Transformation Lead at Greensand, shared:

“BetterLetter is very smooth, and we really enjoy using it. The AI picks up the coding and the information from the letters so quickly that even people who weren’t as experienced could pick it up with ease.”

This approach not only speeds things up - it also makes the workflow more resilient. If one person is off sick or unavailable, others can easily step in. And because staff take turns with clinical coding, they stay fresh and focused - reducing errors and improving data quality.

The dashboard below shows how different team members contribute across the day, taking short, concentrated shifts that together deliver consistent, high throughput.

Clearing the Backlog and Keeping Up

Initially, Greensand turned to BetterLetter to tackle a significant backlog. Now fully embedded in daily operations, the system has helped them not only catch up, but stay ahead - streamlining routine correspondence while maintaining clinical safety and auditability.

“We had a huge backlog of letters, and we were looking for a way to process them faster and more efficiently. Our main goal was to find something that could help us clear the backlog quickly and then keep up with our regular letter processing.”

From the moment Greensand began using BetterLetter, they saw an instant improvement in coding speed. BetterLetter’s intuitive interface makes it easy for staff to quickly approve or reject clinical codes, with one-click decisions that accelerate the entire process. Greensand coders are able to process simple letters in under a minute and more complex ones in just two to three. The combination of accuracy and ease of use is a key reason the tool is now fully embedded in Greensand's daily operations.

“The time it saves us is incredible. Being able to quickly approve or reject a code with just a click instead of reading through every single letter makes a huge difference. It’s just so much faster.”

A Partner in Training and Support

Greensand was also impressed by BetterLetter’s customer support. The practice felt confident knowing they could rely on the team whenever needed. Gemma, a coder at Greensand, said: “They (the BetterLetter support team) are brilliant. They come back to you so quickly. It’s been really good.”

Aini added:

“When one of our team members needed more training, they set up a one-on-one session without hesitation. It’s clear they’re dedicated to ensuring we succeed. The support from BetterLetter has been outstanding.”

Aini also shared that she would happily recommend BetterLetter to other practices.

“I would recommend BetterLetter to other practices. We have recommended it already to one or two other practices. I had a meeting with somebody who wanted to know what it’s like or what the product is like from a practice point of view, so I showed them how to use it and they seemed happy and pleased with it.”

Her final verdict on BetterLetter:

“BetterLetter’s really good, it’s worth the price. It helps a lot, cuts down the time staff spend on letters, and makes processing much more accurate and efficient.”

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