When your coder rejects a letter in BetterLetter, it isn’t filed into the patient record. It might be a duplicate, a letter for the wrong practice, or something your team needs to handle another way. Where the rejected letter goes next depends on your clinical system and how the letter reached us.
Letters you emailed or uploaded yourself
Letters that reach BetterLetter by email forwarding or manual upload always go to the Needs Rejection tab, whatever clinical system you use. You process them in BetterLetter using the steps under Processing a letter from the Needs Rejection tab below.
Docman + EMIS
Rejected letters that came from Docman are sent back to Docman for you. Their rejection reason is shown on them, depending on your practice’s Docman rejection method:
Stamp files with Rejection Reason (default): the reason is stamped onto the document.
Rename files to show rejection: the file is renamed to Rejected - Letter ID - Rejection Reason
Process these in Docman following your practice’s usual rejection protocol. To change your rejection method, see How to Choose Your Docman Rejection Method.
Letters you emailed or uploaded manually never came from Docman, so they go to the Needs Rejection tab instead.
EMIS-only
Rejected letters go to the Needs Rejection tab in BetterLetter, so you process all your rejected letters there. This includes letters that came through MESH.
SystmOne
Rejected letters go to the Needs Rejection tab in BetterLetter, so you process all your rejected letters there. This includes letters that came from SystmOne.
Processing a letter from the Needs Rejection tab
On the Letters page, select the Needs Rejection quick view.
Open the letter and select Download / Print in the top-right corner. The letter opens as a PDF in a new tab, where you can save or print it.
Process the letter using your practice’s usual rejection protocol.
Back in BetterLetter, select the letter and choose Mark as rejected. This removes it from the queue.
Once you’ve finished, delete any letters you downloaded and empty your recycle bin so no patient data is left on your device.
Finding letters you’ve already rejected
On the Letters page, select Filter and set Status to Rejected
Rejected a letter by mistake?
Upload it again using Upload letters on the Letters page. We don’t check new letters against rejected ones, so it won’t be flagged as a duplicate. See Can I undo a rejected letter?
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