BetterLetter
We are introducing BetterLetter
From 2nd November 2026, Topsham Surgery will begin using BetterLetter to support our practice team in processing clinical correspondence.
The practice receives a large volume of correspondence from hospitals, clinics and other healthcare providers. This includes outpatient letters, discharge summaries, investigation results and information about changes to a patient’s treatment.
BetterLetter uses artificial intelligence to help identify important information within correspondence, such as diagnoses, medication changes, clinical codes, follow-up requirements and actions for the practice.
All correspondence will still be checked by a person
BetterLetter supports our staff but does not make decisions about your care. No correspondence will be automatically filed without first being reviewed by a trained member of the Topsham Surgery team.
Our staff will check the original correspondence and BetterLetter’s suggestions before approving any information, coding or action and filing the correspondence in your medical record.
We are using the BetterLetter software only. We are not using BetterLetter’s outsourced coding service, and all correspondence will continue to be reviewed and approved by Topsham Surgery staff.
How is my information protected?
BetterLetter is provided by Dyad Artificial Intelligence Limited, which processes information on behalf of Topsham Surgery. The practice remains responsible for your medical record and for how your information is used.
BetterLetter states that patient information is encrypted when it is transferred and stored, is processed within a secure cloud environment and can only be accessed by authorised staff for the purpose of managing clinical correspondence.
Can I opt out?
Yes. If you do not want BetterLetter to process your correspondence, you can email dpo@betterletter.ai and ask to be added to its exclusion list.
BetterLetter may need information including your name, date of birth, NHS number and GP practice to identify you correctly. Patients should follow the instructions provided by BetterLetter and should not send copies of clinical letters or unnecessary medical information by email.
If BetterLetter receives correspondence relating to someone on its exclusion list, it will return the correspondence to the practice for manual processing. Your correspondence will still be reviewed and added to your medical record by the practice where this is necessary for your care.
