Correspondence Management represents one of the new processes that was swiftly adopted during COVID. It is especially important as there has been a substantial increase in correspondence being received in practice. To enable a more streamlined GP workload, valuable GP time must be released. This will be achieved by training non-clinical staff to manage all incoming documentation including clinical correspondence and safely redirecting only the most appropriate information to GP’s.

Staff trained in Correspondence Management & Clinical coding will read, code and action all other necessary work against a framework based on robust protocols agreed within the practice and in so doing will free up GP time and improve the use of resources throughout the practice. It will require change – both in terms roles and responsibilities.

Wednesday, 4th November 2026

Timing: 1pm – 3pm

£85.00 per person

After registering, you will receive a confirmation email containing payment details and joining instructions.

Register for this workshop here

SPACER

Agenda

Welcome & Introductions 
This session will discuss how Correspondence Management is now a recognised tool to help meet the growing challenges of GP Practice.

  • Discuss how recent technological changes have affected the traditional roles of administrators/support staff.
  • Discuss how recent technological changes have affected the way patients interact with practices – E-consult, Klinic etc.
  • Discuss what effective Correspondence Management will look like
  • Discuss Benefits & Risks
  • Discuss current work patterns/duties/policies and process’s – QoF, ES, Contract targets
  • Are staff confident, feel skilled enough to start,
  • Identify risks, obstacles and barriers to Correspondence Management
  • How familiar are staff following protocols and working on their own?
This session will prepare you to undertake safe Correspondence Management

  • Understand the 4 Principles and the 5 Processes of Document Management
  • Understand the importance of applying Protocols
Understanding Medical Terminology

  • Brief overview of basic Medical Terminology
  • Common words/phrases/abbreviations used in General Practice
Practical Sessions to explore Correspondence Management methods

  • Using anonymised letters, delegates will process documents
  • Workflow Optimisation Flow charts / protocols / Read Codes / templates
  • Correspondence – what’s ok to be coded and filed
  • And letters that needs to be ‘workflowed’?
  • What actions to take
Correspondence Management methods

  • Importance of recording actions
  • What happens next
  • Managing queries
  • Support in practice
Managing Risk and Audit

  • The Audit Process
  • The Reporting Process SE/CI
  • The MDU perspective
Next Steps – Planning to implement Correspondence Management in practice & Future opportunities

  • What will need to happen back in your practices for you to implement your new role?
  • What will need to happen back in your practices to support your new role?
  • Create an overview of a Practice Plan
  • How long will it take?
Review of Learning Objectives and Concerns
Q&A
Close

SPACER

Register for this workshop here

SPACER

SPACER

  • Duration: 2 hours

  • Location: Online

Get in touch

Contact the PMA now

If you would like more information about any of our workshops, the timings or adapting our programmes to your local needs / requirements, please call 0330 111 6459 or email enquiries@pma-uk.org

Please note that all workshops are delivered online as web workshop sessions – however, if you require face to face workshops, please get in touch and we will be happy to discuss this.

Get in touch

Join our vibrant community of over 50,000 today and benefit from our services

As a PMA member, you will benefit from regular news and updates on key issues and regulatory changes that affect you in your role. You will gain access to exclusive training and events that ensure you maintain currency of knowledge and skills. You will have the opportunity to meet and network with your peers from around the UK

Join PMA