There is a widely held belief that a strengthened version of general practice is essential to the wider sustainability of the NHS and that general practices themselves seem more open to new ways of working than ever before. It’s about ‘doing more with the same, rather than doing more will less’ but it’s also about ‘doing things differently’ and that means addressing both skills and processes.

One of the great strengths of UK general practice is its diversity and its adaptability.

This adaptability has been especially evident in its rapid response to COVID-19. The General Practice Forward View 5 Year Plan had already begun to introduce new/emerging technologies but the demands of COVID-19 has seen practices adopting these new technologies at pace. There has been two significant changes to the delivery of care in general practice.

The first is the acceptance that virtual consultations will be the default method by which the majority of all clinical / patient contact will take place. The second is that contact with the practice team will be routed through digital methods rather than by attending or calling in person. New principles and processes are emerging to help embed and support these new working methods as traditional roles are either adapted or replaced.

At the PMA we pride ourselves on the understanding that one size doesn’t fit all and – therefore, we have various formats of our workshops and can adapt any programme / agenda to suit your local needs and necessaries – so, please get in touch to discuss your requirements.

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Who should attend?

Don't miss opportunity to work with leading specialists in a series of full day workshops specifically focused on the ‘business’ aspects of General Practice.
  • General Practitioners

  • Practice Managers

  • Senior Practice Nurses

  • GP Administrator Managers


This module will give delegates the opportunity to reflect on the changes of the last 6 months and understand how new technologies and consultation types will continue to impact on traditional work patterns. It will help focus on and enhance current skills and increase delegates confidence to deliver care through Document Management as part of their role in the new environment.

Effective Correspondence Management & Clinical coding will help to deliver NHS England’s Digitalisation Plan, increased QoF, National, Directed and Locally Enhanced Service targets by capturing all relevant uncoded data at the earliest opportunity. This will lead to a reduction in the need for appointments as tests and procedures carried out elsewhere are quickly identified, reducing duplications.

Correspondence Management also provides a mechanism and route map to develop the skills and career paths of non- clinical staff. Practice staff will move away from a passive role and have a more direct impact on patient health outcomes. The skills and abilities needed to undertake CM are valuable in other new non-traditional roles such as Active Signposting, HCA and Care Navigation.

With relevant IT shared care agreements in place, a team of CM trained staff can support a number of practices from one ‘hub’ or host site. It can enable a consistent approach to data management across a given locality or CCG area. This will assist in the delivery of area wide health care outcomes. CM also has the potential for streamlining services by managing resources across multiple practices.

The day will be tailored towards particular CCGs or Federations key drivers and will be interactive to ensure that the outcomes of the day are directly applicable to the practices participating in the session.

Workshop Agenda

Below is an outline of the proposed agenda, if you have any questions please get in touch.

Welcome & Introduction
Learning Objectives

  • Understand how new technologies have influenced the way GP’s and Clinicians behave in practice.
  • Understand how these changes have affected the traditional roles of administrators / support staff.
  • Understand how Correspondence Management works
  • Help staff gain skills and confidence to deliver Document Management
  • Recap on Medical Terminology
  • Understand the Benefits and Risks associated with Document Management
  • Understand what changes are necessary for successful implementation for:
    • administrators
    • clinical staff
    • patient safety
  • Understand the need for capturing data at the earliest opportunity / templates and Read coding
  • Understand the need for agreed robust protocols and flowcharts
  • Understand the need for robust auditing and ongoing reviews
  • To help practices formulate a plan for implementation
  • To help localities implement Correspondence Management across clusters of practices
Introduction to Correspondence Management

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
Summary and Q&A
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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

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.

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