MedExpress automates one million patient letters a month
The UK-based online pharmacy MedExpress has partnered with Quadient to automate its patient communications, managing the delivery of up to one million letters every month.
By implementing Quadient Impress, a cloud-based document automation platform, MedExpress has overhauled its outbound communication strategy. The system manages the entire lifecycle of a document - from initial creation through to final delivery via digital or postal channels.
Outbound workflow
Quadient Impress automates outbound communications from document creation to delivery through digital or postal channels. The companies said the platform provides tracking and visibility across the process. MedExpress said it also supports compliance for regulated communications.
The pharmacy noted that this transition has significantly reduced repetitive administrative tasks, lowered operational costs, and curtailed paper consumption.
Since its launch in 2013, MedExpress has provided prescription medications to over 1.5 million customers across the UK. The company stated that its rapid growth necessitated a more robust solution to handle the resulting surge in outbound medical correspondence.
According to both companies, the platform now generates and dispatches up to one million letters per month. MedExpress confirmed that the system seamlessly manages a hybrid approach, covering both essential physical postal mail and digital delivery channels.
Automation focus
Quadient describes itself as a global automation platform. It said it works across digital and physical channels.
MedExpress said the implementation changed how it handles patient communications at scale. The company said staff spend less time on manual preparation and administration.
Quadient framed the deal around the role of secure communications in regulated industries.
"Every digital connection is an opportunity to earn trust," said Duncan Groom, Chief Operating Officer, UK & Ireland, Quadient. "At Quadient, we believe the future of communication lies in combining intelligent automation with transparency and responsibility. With Quadient Impress, we help organisations like MedExpress reimagine how they connect with people: securely, compliantly, and sustainably, while reducing the cost and complexity of managing critical communications. Together, we are shaping a future where technology strengthens relationships and delivers lasting value for both businesses and their customers."
Operational impact
MedExpress said the system has become central to its outbound communications workflow. It linked the change to fewer errors in document preparation and better oversight from creation to dispatch.
"We now process thousands of medical letters a day in just a few clicks. Quadient's solution has eliminated the hassle and errors of manual preparation, reduced our costs and ensured data compliance as well as full visibility from creation to dispatch. It's become essential to our outbound communications workflow," said David Voss, Supply Chain Director, MedExpress.
The companies said the shift away from paper reduces carbon emissions associated with printing and postal processes. MedExpress also said the automation frees staff time for other work within the business.
The partnership positions document automation at the heart of a broader debate regarding how healthcare providers, pharmacies, and suppliers manage sensitive information. Both companies have placed a strong emphasis on secure delivery and the maintenance of robust audit trails across both digital and physical channels.
Quadient noted that it expects an increasing number of organisations handling regulated correspondence to review their paper-heavy workflows and shift towards greater automation in outbound communications.